Member Services Representative

Title: Member Services Representative – Full Time, Permanent

Salary: £22.5k Per Annum

Our client based in Brighton is seeking a Member Services Representative to join their team on a permanent basis. The successful candidate will be handling inbound and outbound customer service calls and web chats from new, existing, and lapsed members to promote and sell memberships, leisure retreat bookings, and raise awareness of the company's benefits.

Duties:

Handle incoming telephone calls & emails and update member records accordingly
Meet or exceed inbound & outbound call objectives/targets in relation to service and member's expectation
Proactively identifying member needs and expectations to promote appropriate benefits, products and services, increasing member satisfaction, subscription and benefit usage
Influencing members to renew membership when subscriptions are unpaid or overdue
Respond to all incoming correspondence; competently, professionally and sympathetically; providing accurate information and the most appropriate solution
Achieve personal compliance, quality and productivity targets for call handling, customer service and cross selling activities
Respond to customer complaints in a timely manner and in-line with policies and procedures
Identify reasons for members wishing to cancel and promote benefits and services to attempt to retain business
Provide cover for staff absences within departmental needs at busy times
Contacting potential members from lead pipeline to promote membership and enhance membership benefits
Undertake other reasonable duties that may be expected to support other departments
Occasional attendance at company events to help support brand awareness
Referring a query to the appropriate person or department as or when required
Undergo regular appraisals and undertake that learning and development issues arising from any appraisal, assessment or needs analysis are actioned in a manner prescribed by your Team Leader or manager
Respond sympathetically by using good interpersonal skills, including questioning and listening
Effectively analyse member needs and develop situations
Be aware of and adopt any changes in regulatory practice identified and or stipulated by the approved person responsible for compliance either directly or via the company's procedures and/or Compliance Procedures Manual

Requirements:

Deliver excellent customer service
Able to meet targets and deadlines
Strong listening and communication skills
Capable of following written instructions and documented procedures
Strong problem-solving skills
Able to handle difficult customers over the phone
Strong accuracy and attention to detail
Able to work independently
Excellent organisational skills
Team player
Able to multi-task

Hours: 8am-4pm, 9am-5pm or 10-6pm, Monday to Friday and 1 Saturday per month

Brighton / Hybrid (4 days working from home and 1 day in office)

Central Brighton, no parking available but 2-minute walk from station and all major bus routes

If you are interested in this role, apply with your CV today!

Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role