Customer Service Representative

Greater London

Job Description Customer Support Advisor

12 month FTC, 4 days in Office, Fridays working remotely.

We are working with a growing and innovative Membership body in central London to find their newest Contact Centre team member.

Reporting to the Contact Centre Team Lead, the Customer Support Advisor will be the first point of contact in all interactions with the customer and member base, including students, members, employers, and customers, ensuring a first class and personalised experience is delivered. The role is key in providing exceptional customer service experience and improving customer satisfaction retention rates and increasing sales of qualifications, training, and memberships.

Why do we need your help?

· Be the first point of resolution for all customer and member related enquiries

· Provide customers and members with advice and guidance on next steps and their ongoing journey via upselling and cross selling training, qualifications, events and flagship conferences

· Develop and maintain excellent communications with other teams to ensure a coordinated approach to all commercial activities

· Undertake the day-to-day operational functions relating to the team policies and procedures within agreed Service Level Targets

· Provide excellent service to both internal and external customers, communicating effectively and courteously and providing information and advice on matters relating to the work of the Commercial Department.

· Support the Membership Journey Team with assessing applications for student membership, new Associates and Fellows, administering exemptions, handling renewals and upgrades and removals from the register of members.

· Providing follow-up support for the Relationship Managers

What will you be responsible for?

· Communicate effectively, promptly, courteously, and accurately with customers regarding memberships, subscriptions, education products, events, training, and other general enquiries.

· To meet or exceed the targets set for calls and emails within agreed SLA’s

· To meet the target set for logging of service requests and escalating more in-depth calls on to the Membership Journey Team.

· Record all customer interaction via the CRM, whilst ensuring that it is continually updated according to set procedures.

· Process payments for conferences and events

· Engagement and outbound activities

· Deal with student queries relating to study and exams

· Undertake welcome calls to assist with onboarding and retention

· Proactively undertake appropriate follow-up activity to support conversion and retention

· Actively promote benefits of membership including access to local branches and events

· Support promotion of CPD opportunities and declarations

· Take payments for memberships and subscriptions in accordance with policy

· Responsible for encouraging members and students to remain and to also contribute to work on their retention

· Required to contribute to the progression targets via set exam campaigns in order to increase exam participation

· Handle confidential and personal information securely and discreetly, in accordance with the Privacy Policy.

· Recognise and refer sensitive issues arising from internal or external stakeholders to the Contact Centre Team Lead as appropriate.

· Take every opportunity to upsell and cross-sell products as appropriate.

· Required to work to set team and individual financial targets.

How will you demonstrate your customer-centric skills?

· To ensure that the teams profile is enhanced through all customer interactions by ensuring that a high level of care, professionalism and customer service is consistently delivered to our customers.

· Meet and exceed teams’ customer service standards.

· To actively learn from customer feedback, comments and suggestions, including complaints, and to communicate this knowledge to relevant colleagues.

· To contribute to the review and improvement of existing and new processes, and by doing so to anticipate other and future customers’ needs.

· Understand situations from the customers’ perspective so that appropriate and relevant solutions can be identified in a timely and effective manner

· Attend training to improve knowledge and performance continuously

What skills and behaviours will you need to thrive in this role?

Knowledge · The Institute’s products, services, practices and values · The principles of CRM · Numerate, commercially aware and data-driven

Experience · Experience of working in a busy environment within a customer focused organisation, within an inbound and outbound call/contact centre environment · Commercial experience desirable · Used to operating on the phone, with a track record of success in developing customer relationships

Skills · Excellent communication skills, both written and oral · Excellent listening and questioning skills · Extremely IT literate · Ability to take ownership and responsibility · Ability to work on own initiative and resolve problems proactively · Ability to multi-task

If you are a confident customer service professional who loves communicating via phone and email, this small but successful team are waiting to meet you!