Service Centre Membership Advisor
Milton Keynes
Hybrid Working Available
Permanent
Full Time, 35 hours a week, Monday to Friday
£26,354 - £27,672 p.a
Join our team
Join our dynamic team at the ICAEW Service Centre in Milton Keynes. As a leading professional membership organisation, we are dedicated to maintaining excellence in the accountancy field. We are currently seeking a motivated and customer-focused individual to join us as a Service Centre Student Advisor.
If you love to speak to customers on the telephone, enjoy helping and supporting people, and excel in delivering a high quality and exceptional customer service then this may be the role for you.
This is a full-time position, based at our Milton Keynes Service Centre. The working hours are 8 hour shifts between 8:30 and 17:30 on most days and supporting on shifts between 7:00am to 19:00 pm during peak periods.
Role Profile
To maintain ICAEWs reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and 'right first time' information to all enquirers.
Responsibilities include:
- Deliver a consistent first-class enquiry service, taking ownership of enquiries through to full resolution and ensuring users feel supported and valued at every interaction.
- Receive and respond to enquiries through multiple platforms to team/ department targets and goals and to department standards.
- Support ICAEW in meeting its growth and membership retention targets
- Support members, subscribers and licence holders in understanding ICAEW products, services and benefits available to them
- Identify, locate and contact individuals whose contact information is incorrect in order to obtain up to date details.
- Taking a phone first approach to contact individuals in relation to fees/ subscriptions/ CPD/ other declarations
Candidate Profile
Requirements include:
- Exceptional customer service skills and demonstrated experience in handling difficult conversations
- Excellent communicator both written and verbal, who can build rapport in even the shortest of phone calls
- Experienced in managing multi-channel enquiries, phone, email, online chat and social media
- Proven ability to prioritise and deliver excellence in a fast-paced environment
- Experience in using integrated telephone and computer systems including Microsoft Dynamics and other role-specific applications
For the full role profile please click the document attached.
Why work at ICAEW?
We want you to enjoy your work and flourish in your role.
Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.
We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.
Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.
Our employee benefits include:
- A substantial suite of training and development
- Flexible working arrangements
- A generous benefits package which includes gym discounts, pension plan, lifestyle rewards and discounts and health and dental plans
We are a disability confident employer.