Member Contact Consultant
Position: Member Contact Consultant
Salary: £17,000 - £18,000
This is an exciting opportunity to join a fantastic team, where you will provide a telephone based support service for the proactive management and first time resolution of member queries.
You will have a background in customer services, you will have an excellent telephone manner and keen to develop relationships.
Ideally we are looking for someone that has a Financial Services or Insurance background as this will help with the daily queries
Provide first call telephone response service for the business ensuring incoming calls are answered within required service levels.
Take ownership of queries raised, ensuring a proactive response is provided through efficient and effective communication with internal and external stakeholders within required service levels.
To build and maintain effective relationships both internally and externally in order to support with the delivery of the member contact strategy
Identify trends in order to support with the effective management of root cause analysis and risk mitigation
To provide support with the effective management of reception and internal and external post management.
To make proactive contact with firms to discuss key initiatives with the view to building awareness and increasing member adoption.
Maintain accurate audit trails in relation to member contact and outcomes and to support with the maintenance of appropriate departmental MI and record keeping.
Good planning and organisational skills
Experience in Customer Services
Answering and dealing with queries
Proven telephone experience
Level 3 Financial Services Qualification -Desirable
GCSE or equivalent