£33,237 p.a.
An exciting opportunity has arisen to work for our client 'an employer of choice' - a professional membership organisation- to work as a Customer Support and Engagement Officer. You are supporting both the members and the public - delivering a high-quality, empathetic service.
Principal accountabilities
Principal accountabilities:
* Frontline Response: Handle a high volume of telephone and email enquiries from members, potential members, and the public, in line with service level agreements.
* Use empathy, active listening, and non-judgmental support to manage sensitive or complex conversations.
* Complex Judgement: Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate.
* Safeguarding: Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols.
* Guidance and Advocacy: Provide clear, accurate, and supportive guidance on policies, services, and frameworks.
* Member Engagement: Engage with lapsed or at-risk members to support retention and promote the value of membership.
* Collaboration: Work cross-functionally with other departments to ensure effective resolution of enquiries.
* Professional Representation: Represent our client in a professional, respectful, and values-led manner at all times.
* Continuous Improvement: Contribute to service improvement through feedback, data collection and collaboration.
Knowledge and experience required
The ideal applicant will have worked within a professional organisation (for example membership, public sector, banking) as a Customer Support Officer, you will need to demonstrate sound judgement, emotional intelligence and professionalism.
Confident accurate IT skills are essential
Salary description
£33237.00 - £33237.00 per year