Membership Customer Service Advisor
Purpose of Role
To deal with individual member enquiries covering all aspects of the membership scheme in an effective manner to the satisfaction of the customer and in line with all procedures and standards.
Key Outcomes
· Resolve customer enquiries, ensuring at all times that advice provided is consistent with all relevant procedures, standards, behaviours and performance targets in order to maximise customer satisfaction levels.
· Use system prompts to discuss opportunities for members to improve their points earning potential and to support the business to achieve member cross-trading targets.
· Ensure all conversations/written communications with customers are actioned and recorded in line with business standards in order to support future customer interactions.
· Ensure all data inputs/updates are accurate to maintain and enhance the data integrity of the membership database.
Performance Measures
· Call quality targets.
· Telephone targets.
· Resolution of customer enquiries within agreed timescales.
· Cross sales approaches.
· Data entry quality targets.
Planning Horizon
· Generally reacting to day-to-day enquiries.
· Work is allocated daily, with a small amount of latitude to decide sequence.
Complexity
· Dealing with a wide range of queries from internal customers and members.
· Responsible for delivery of a wide range of target dates from a number of different sources at any one time.
· Knowledge of family of businesses products and services that attract membership reward.
Key Experience, Knowledge Skills
· Good customer service skills and the drive to deliver first class standard at all times.
· Confident, professional, friendly telephone manner.
· Clear communication skills (written and verbal).
· Ability to manage workloads; move from one task to another when required.
· The ability to work within a team environment to achieve team/department objectives.
Would suit someone who…
· Enjoys working in a team environment.
· Thrives in an environment where multi tasking is required.
· Can remain calm in a pressured environment.
· Has a real passion for customer service.
Hours
· Shift patterns apply.
· 9-5, 10-6, 11-7, 12-8 including working Saturday
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