JOB TITLE: Customer Services Representative (Memberships)
SALARY: £23,000 per annum DOE
HOURS: Full time, Permanent
LOCATION: Cheadle SK8 (Office Based)

PURPOSE OF THE JOB

• To provide an excellent and responsive service to members via inbound calls and emails
• To be professional, clear and transparent in your approach to members at all times
• To fully empathise and put the needs of the member first so that they feel valued and have trust in the organisation
• To meet and strive to exceed member services KPI’s
• To deliver the requirements of your role in line with the mission and values together with the company policy on Consumer Duty

  PRINCIPAL ACCOUNTABILITIES

• Maximise any potential sales opportunities by educating the members and potential members, about how Shepherds plans can benefit them and their families
• Deal with all member enquiries effectively and efficiently
• Take ownership of member issues/queries and be proactive in ensuring that solutions are provided to ensure member satisfaction.
• Ensure that all member queries are resolved in line with internal guidelines and procedures.
• Be proactive in trying to resolve member issues before they result in a complaint
• To update the appropriate databases with member information
• Work closely with your member services colleagues to ensure continuity and provision of a seamless service to our members
• If required, to assist with incoming post and large mailings
• To scan all confidential material as required
• Be fully conversant with all in house and online systems
• Be fully aware of all products sold
• To identify any material risks that occur in the customer service function.
• To assist with updating procedures for your department as required
• To contribute to the implementation of corporate culture initiatives
• Be aware and comply with office health and safety procedures
• Carry out other such duties and responsibilities as required by your line manager or assigned to you by the company from time to time

  THE CANDIDATE

• Educated to GCSE level (Maths & English)
• Proven experience in a telesales/telemarketing role/customer services focussed role
• Excellent communication skills
• Strong ability to prioritise and multi task
• Able to problem solve and take ownership of tasks
• Good time management skills
• Passion for customer services
• Team working

  CPProfessional

The Recruitment Co. is an equal opportunities employer and we’re committed to diversity and inclusion in the workplace.