- Do you have a passion for providing an excellent customer experience?
- Do you place your customer at the heart of your process?
- What if you were our Member and Customer Relations Executive?
At the IET, making our world a better place starts by creating a better place for our people. At the IET you'll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working with us has real meaning and impact, and you'll grow - professionally and personally - in ways you never thought possible. We're also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.
Role Details
- Up to £10,285 (£24,000 FTE)
- Permanent/Part Time (15 Hours Per Week)
Please note, this role is 15 hours per week, which can be split across 3 days (we are happy to discuss which days these are with the successful candidate)
What you'll be doing
As a Member and Customer Relations Executive, you will engage with existing members and customers primarily through inbound telephone calls. Your role involves identifying their needs, presenting suitable products or services, and closing opportunities effectively. You'll be responsible for meeting activity targets, ensuring Service Level Agreements are met, processing membership applications, advocating for members and customers, and managing sensitive customer information with accuracy. Additionally, you'll collaborate with internal stakeholders to enhance customer experience initiatives and track personal performance metrics to focus on customer satisfaction and conversion rates.
What we hope you can bring to the role
We are seeking someone with previous experience in a Customer Service or Relations role, preferably within a Professional Membership Body. You should possess an excellent telephone manner, strong written and verbal communication skills, good organisation and time management abilities, and proficiency in Microsoft Office applications. A passion for creating a positive and inclusive work environment, the ability to work independently, and a willingness to learn and use support systems, including CRMs and databases, is essential.
We'd love to get to know you
Is Imposter syndrome creeping in? Don't worry - we'd rather hear from you this time than not hear from you at all! Read on for a little more information about the role; but also, keep in mind that we're open to discussing flexible ways of working, including reduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work.
A little more about the role
- Close opportunities effectively to meet engagement and retention targets.
- Achieve weekly and monthly activity targets set by the Relations Manager.
- Ensure Service Level Agreements are met for relevant products and services.
- Process transfer or upgrade applications for IET membership, assessing eligibility and electing the most relevant category.
- Act as an advocate for members and customers within the IET, communicating their concerns, successes, and challenges to internal stakeholders.
- Collaborate with key internal stakeholders to align customer experience initiatives with broader organisational objectives, conducting regular reviews to assess opportunities and challenges.
- Track personal lead performance metrics, focusing on customer satisfaction, conversion rates, onboarding, retention, and upselling opportunities.
- Accurately process and manage sensitive customer information, including payment details for various products and services.
- Represent the IET at relevant events as required.
A little more about what we're looking for
- Previous experience in a Customer Service or similar role is essential. Experience within a Professional Membership Body or similar organisation is highly preferred.
- An excellent telephone manner with strong written and verbal communication skills, ensuring clear and concise communication with colleagues and stakeholders.
- Strong organisation and time management skills, able to prioritise tasks and consistently meeting deadlines.
- Experience in processing payment details and handling highly sensitive information with accuracy and confidentiality.
- A passion for creating a positive and inclusive work environment, fostering collaboration, and contributing to a supportive team atmosphere.
- Ability to work independently and take initiative when required.
- Proficiency in Microsoft Office applications and a willingness to learn and use any applicable support systems, including CRMs and databases.
What if you could be you? The IET is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To find out more, head over to our 'Work for the IET' site.
By submitting an application for this role, you hereby consent to the processing of your personal information by iRecruit, our Applicant Tracking System tool, in accordance with applicable data protection laws and our privacy policy. Full information on our Recruitment Privacy Statement can be here: Recruitment Privacy Statement (theiet.org). Full information on our Privacy Statement can be found here: Privacy (theiet.org).