Customer Service Executive

2 weeks ago

Stevenage Hertfordshire, United Kingdom The Institution of Engineering & Technology Full time

What if you could support the IET to build satisfaction and loyalty amongst members?

What if you join an enthusiastic team working towards the common goal of providing exceptional customer service?

What if you were our Customer Service Executive?

This role is known internally as 'Member Relations Executive'

At the IET, making our world a better place starts by creating a better place for our people. At the IET you'll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working with us has real meaning and impact, and you'll grow - professionally and personally - in ways you never thought possible. We're also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.

What you'll be doing

As the Member Relations Executive you'll join our friendly, multifunctional and multi-channel Member Relations team. In this role, you'll lead on resolving membership enquiries from prospective, existing and lapsed members via phone and email and SMS.

You'll support with maximizing engagement from new member sales leads to convert into membership as well as delivering a great customer service experience to our existing members, aiding member retention. All part of the goal to build a positive membership experience a as whole.

What we hope you can bring to the role

We're looking for someone who has excellent attention to detail with strong communication skills. An excellent team worker who is well rehearsed in dealing with people at all levels internally and externally. Ideally you will have telephone-based customer service experience and be confident working in a high-volume call-based environment supporting customers with a range of queries. As a quick learner, you'll be process driven and comfortable working under pressure.

We'd love to get to know you

Is Imposter syndrome creeping in? Don't worry - we'd rather hear from you this time than not hear from you at all Read on for a little more information about the role; but also, keep in mind that we're open to discussing flexible ways of working, including reduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work.

A little more about the role

  • Supporting member enquiries via a multi-channel customer service, including Telephone, Email and SMS.
  • Accurately process new and lapsed member applications over the phone, following set procedures.
  • Taking payment of new member applications or existing member renewals over the phone, complying with Data Protection and PCI DSS legislation.
  • Performing outbound campaigns to aid member retention, including Late Payer and Welcome member communications.
  • Actively promote IET products and services in an appropriate manner to relevant members and prospective applicants.
  • Ensure all member contact services levels are maintained.
  • To identify and provide feedback and suggestions on market intelligence to Line Manager, as well as Member Experience, Retention and Partnership and Development Team
  • To represent IET Membership at events as required.
  • Liaise with Partnership Scheme Manager to ensure smooth administration of new and existing members onto Third Party Schemes.
  • Support Engagement opportunities as identified by the Member Experience and Retention Teams.

A little more about what we're looking for

  • Educated to A level or an equivalent level of competence.
  • Confident in dealing with people at all levels internally and externally.
  • Excellent team-working, interpersonal and coordinating skills.
  • Excellent communication skills - written, oral and presentational.
  • Ability to time manage and prioritize.
  • Experience in processing payment details.
  • Very strong focus on excellent customer service in particular an appreciation of the fact that every member is an individual.
  • Experienced in dealing with a diverse range of people and able to manage interpersonal relationships.
  • Ability to pay attention to individual detail.
  • Proficient in Microsoft Word, Excel, Databases, PowerPoint, and Outlook.
  • Desirable to have worked with members previously.

What if you could be you? The IET is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To find out more, head over to our 'Work for the IET' site.

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