Member Contact Consultant

Heat Recruitment
Dickens Heath
£17,000 per annum
11 Oct 2017
27 Oct 2017
Contract Type
Full Time

Position: Member Contact Consultant

Salary: £17,000 - £18,000

Location: Solihull

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

Key Accountabilities

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

Computer Literate

Experience in Customer Services

Answering and dealing with queries

Proven telephone experience

Level 3 Financial Services Qualification -Desirable

GCSE or equivalent