Membership & Events Team Leader
Milton Keynes
Hybrid working
Permanent
Full Time 35 hours per week
£30,000pa depending on experience
Join our Team as Membership & Events Team Leader.
Are you a passionate and experienced leader ready to take on a challenging role?
The Institute of Chartered Accountants in England and Wales (ICAEW) is seeking an enthusiastic and dedicated professional to join our team as a Membership & Events Team leader at our Milton Keynes office.
If you are passionate about delivering exceptional service and want to lead a team that upholds the highest standards, then click apply.
Overall purpose of this role of Membership & Events Team Leader
To maintain our reputation for excellence by providing a first-class, multi-channel enquiry service, and ensuring the team delivers accurate and 'right first time' information to all enquirers in line with department targets.
To motivate, train and plan resource to deliver a streamlined and positive customer service experience across all channels.
Membership & Events Team Leader Responsibilities include:
- Deliver a consistent first-class enquiry service for members and delegates.
- Be a role model providing a gold standard service in responding to high volume enquiries through multiple platforms to team/ department targets and goals and to department standards.
- Support campaigns in line with meeting managed member growth targets, making outbound calls when appropriate.
- Manage first line enquiries from the team and be the first line of support in managing and resolving escalated complaints.
- Motivate and manage the team to achieve targets and goals and encourage a strong 'one-team' atmosphere.
- Ensure high standards are maintained by the team with consistent quality checking and feedback, working within a structured framework.
- Create and manage daily staff rota for the team.
- Encourage initiative and ownership within the team to constantly challenge and improve on any processes which fail to deliver a positive user experience.
- Provide appropriate training to the team to ensure they have a clear understanding of users' needs and expectations and are proficient in enquiry methodology, processes, and procedures.
- Complete quality checking to ensure the members are receiving the correct advice and identify any training needs.
- Working hours will be in line with a flexible shift rotation from 7am -7pm.
- Specific duties will vary from time to time in line with the business needs.
Membership & Events Team Leader Candidate Profile
- Exceptional customer service skills and proven experience in resolving complaints.
- Strong IT skills, including Word, Excel, CRM, and databases.
- Excellent attention to detail
- Demonstrated experience of working successfully as a reliable and high achieving team contributor in a contact centre environment
- Excellent communication skills - both written and verbal
- Experience in quality checking across multiple delivery channels.
- Experience of quality checking to a high standard of written and verbal work across multiple channels
- Experienced in managing multi-channel enquiries, phone, email, online chat and social media.
- Experience with training and developing a collaborative and dynamic team.
For the full role profile please click the document attached.
Why work at ICAEW as Membership & Events Team Leader?
As well as offering great employee benefits, we truly believe in creating a diverse and empowering culture where our teams can thrive and be themselves. We support sustainability, corporate and social responsibility campaigns and encourage our employees to take a day to work for a cause of their choice, or to work collaboratively as a team in doing this. We nominate and support two charities every year and run all manner of events to raise money. Our active social committees provide fun events ranging from the seasonal parties to quiz nights and bowling tournaments. We are a disability confident employer.
Should you wish to apply to htis fantastic new role at the ICAEW, please follow the simple link below and complete our own 20 minute application form for this Membership & Events Team Leader
Failure to complete this application form on our website on a laptop/PC will mean you will simply go no further in this process.