Job Description
The opportunity:
This is an exciting opportunity to join our Member Services Team. The Member Services Advisor role will involve working within our Customer Experience Team, supporting our members with enquiries and support, as well as liaising with the wider team to enhance our members experience.
You will be reporting to the Member Experience Manager.
What you will do:
- Provide an effective and efficient service acting as the first point of contact for all member and non member enquiries, providing information and advice on our membership services.
- Ensure all calls and enquiries are undertaken efficiently and within agreed standards.
- Explain the benefits and features of our membership to maximise retention of our membership.
- Processing membership applications and electronic subscription pay data files, to ensure all files match the requirements to enable reconciliation.
- Process manual and paperless direct debit payments and create monthly reports.
- Download and process all member cancellations through daily BACS reports provided through our supplier.
- Provide general administrative support.
- Provide and produce daily reporting for third party suppliers to ensure and enable membership access.
- Support Member Experience Manager in processing membership renewals.
- Carry out daily data cleanse projects to improve data accuracy and integrity for the organisation.
- Provide support and feedback as and when required to other departments within CSSC.
About you:
- Excellent communication skills, both written and verbal.
- Ability to work effectively and collaboratively in a cross-functional environment.
- Organised with good attention to detail and the ability to work to tight deadlines.
- Problem solver, personable and positive attitude.
- Good team player, self-motivated and able to work on own initiative.
- Ability to regularly communicate feedback on members to Key stakeholders.
Key Skills & Experience:
- A minimum of 1-year experience in a customer support role either in the workplace or attained through a relevant qualification
- Knowledge of managing online information systems, CRM systems or e-trading systems.
- Experience of data management and analysis and MI reports
- Ability to plan and organise
- A positive and resilient individual who excels at all forms of communication
- Strong organisation skills and attention to detail
- Ability to work both collaboratively and independently.
- Adaptable, able to overcome obstacles and solve problems.
What can we offer you?
- 24 ½ days annual leave + Bank Holidays
- Free CSSC Membership
- 90 minutes of wellbeing time, per week
- Flexible working (remote and office based)
- Excellent company pension schemes available
- Training and Development opportunities
- Access to Employee Assistance Programme
- Cycle to Work Scheme
About us:
We are a not-for-profit membership organisation with over 155,000 members. Our vision is to inspire our members to explore new ways to be active and healthy. Our four organisation values are Passionate, Progressive, Supportive and Social.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Job Types: Full-time, Permanent
Salary: From £25,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
Schedule:
COVID-19 considerations:
Temperature check on arrival at Head Office, Sanitisation and screen protectors throughout the Head office.
Ability to commute/relocate:
- High Wycombe: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Support & Client Services Occupations: 1 year (preferred)
Work Location: One location
Reference ID: Member Services Advisor - 010