Service Centre Membership Advisors x2
Milton Keynes
Hybrid working
Permanent
Full time 35 hours - shifts 8-4/9-5
£26,250 - £27000
Join our team as Service Centre Membership Advisors
Do you enjoy delivering exceptional customer service? We're looking for someone who is focused, motivated and target driven to join our team at the Institute of Chartered Accountants in England and Wales (ICAEW) in Milton Keynes.
As an integral role in our service centre, you'll contribute by providing a first-class, multi-channel enquiry service.
Overall purpose of this role of Service Centre Membership Advisors
This is a general high-level statement of purpose that identifies the collective contribution of the role family to ICAEW. This needs to be generic enough to work across organisational departments to demonstrate the shared elements of the roles.
To contribute towards maintaining our reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and 'right first time' information to all enquirers.
Service Centre Membership Advisors Responsibilities include:
This section should list key responsibilities for differing levels of expertise, breadth of role and accountability. These should be a high-level generic summary and identify and highlight the key themes, activities, and interfaces. Please list a maximum of 7 to ensure that this does not become overly detailed.
- Deliver a consistent first-class enquiry service.
- 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 to obtain up to date details.
- Locate individuals who have not paid their fees/ annual subscriptions.
- Make outbound telephone calls to contact individuals in relation to fees/ subscriptions/ CPD/ other declarations.
- Be active in contributing and maintaining an effective knowledge bank of enquiries (shared within the team, with other departments and external users via the website)
- Produce letters regarding membership/ student status.
- Ensure we are always easy to do business with, using initiative to develop processes to improve the experience for all users.
- Protect user data in line with ICAEW data standards.
- 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.
Service Centre Membership Advisors Candidate Requirements include:
- Exceptional customer service skills and experience
- Excellent communicator both written and verbal
- 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.
- Good IT skills, including Word and Excel, and in maintaining a complex database including Microsoft Dynamics
- Experience in using integrated telephone and computer systems including Microsoft Dynamics and other role-specific applications.
- Excellent attention to detail
- Strong self-motivator, with the ability to meet targets.
- Strong team player
- Experience in collecting debt or outbound sales desirable.
For the full role profile please click the document attached.
Why work at ICAEW as Service Centre Membership Advisors ?
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.
Important :
Please ensure you follow the link below the advert to the ICAEW website and complete our simple 20 minute application form for this Service Centre Membership Advisor position.
Failure to complete this step, will mean simply you are not seen. Please complete it on a laptop or PC only. Thanks