Customer Service Advisor

7 months ago

Stamford, United Kingdom Chartered Institute of Procurement and Supply Full time

**Job Description: Customer Service Advisor**

The Chartered Institute of Procurement and Supply (CIPS) is the leading independent global body representing the Procurement and Supply profession with a global membership of over 60,000 in more than 150 countries. CIPS is connected with a broad range of individuals associated with the profession including senior business people, high-ranking public servants and leading academics. The focus for CIPS is on enhancing the capability and profile of the profession through education, qualifications, training and external affairs activities. CIPS is a UK based, not for profit, organisation with a royal charter, and CIPS exists for the public good of the profession. Procurement and Supply has a major impact on the effectiveness, efficiency and profitability of any organisation, and CIPS offers a ‘one stop shop’ for Procurement and Supply excellence in People, Processes and Performance. CIPS has local offices in the UK, Australia and New Zealand, Africa, the Middle East and the USA.

**Classification Information:

- **

**Detail Description**

**Job title **Customer Service Advisor

**Contract Type **Fixed Term Contract (12 months)

**Job Family **Customer Delivery

**Job Grade **C2

**Salary Band **D

**Departments / Location **CIPS UK - Easton on the Hill

**Reports to **Team Lead, Customer Services

**Direct Reports **0

**Indirect Reports **0

**Job Summary:

- **

This is an exciting opportunity where the successful post holder will be working within a warm, welcoming atmosphere in the Member Services department. Teamwork is at the heart of everything we do and by collaborating with our colleagues, students, study centres and suppliers, we aim to provide the absolute best service. We aim to create a flexible, open, and honest working environment where staff wellbeing and flexibility is actively promoted.

**Key Responsibilities**:

- Responsible and accountable for providing high quality service via all contact mediums to both internal and external customers ensuring that company SLAs and KPIs are met.
- Responsible and accountable for identifying and assessing student/member customer needs and responding to all enquiries timely, with clear and accurate information.
- Responsible for maintaining customer information and requests on the CRM database.
- Responsible and accountable for the continuous updating of personal knowledge of all CIPS products and services to provide excellent customer service.
- Responsible for managing all customer complaints within policy, providing appropriate solutions and responses within agreed time limits, following up to resolution.
- Responsible for supporting departmental continuous improvement via non
- conformance/corrective action requests, through logging, reporting, root cause analysis and implementing future preventative measures and ensuring all electronic and manual processes and procedures are maintained to support Business Continuity.
- Provide support and professional communication to customers regarding a variety of information and policies that maybe be related to the CIPS qualifications.
- Responsible for updating and maintaining the accuracy of financial information and ensuring that systems are correctly maintained to enable accurate reporting.
- Support with skills training and event bookings, ensuring a smooth customer journey while maintaining the booking terms and conditions.
- To investigate and manage direct debit payments, ensuring the member is informed and alternative payment options are provided.
- Taking personal accountability to be respectful of the potential for Conflict of Interest occurring and that you are knowledgeable of the internal and external regulatory requirements and your personal responsibility including escalation of any concerns.
- Personally, accountable for ensuring PCI compliance when receiving and processing payments.
- To carry out any additional customer service duties that may be requested as business needs change.

**Person Specification**

**Qualifications & Experience required**

Education qualification in procurement or general business

Previous experience of working in a customer Service environment

Strong Educational background

Strong attention to detail and committed to quality and accuracy

Good numeracy and literacy skills

High level of IT literacy

Commitment to 1st class customer service

Ability to prioritise and work under pressure to tight deadlines

Strongly motivated by working in a team environment

Good level of verbal, written & skills

**Competencies**

**CIPS’ Values - all employees undertake to uphold our agreed values**

**We have integrity; we are ethical and principled**

**We are compassionate; we genuinely care about and respect our colleagues and customers**

**We are connected; we deliver together**

**We are dedicated; we go above and beyond to make a difference**

**We are proud to promote and support this profession in improving our world**

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