Membership Services Executive
3 months ago
**Your new company**
We are Happiful. Empathetic and hard-working, we are change-makers who are passionate about creating a happier, healthier society. We operate a network of wellness websites - including Counselling Directory, Hypnotherapy Directory, Nutritionist Resource, Therapy Directory and Life Coach Directory. We have over 26,000 professionals currently registered across our network, and pride ourselves on offering impeccable customer service and support, to enable our members to help others.
In addition to this, we have our Happiful website that brings together our products - the directories, our free online magazine and our new app - to help people get the support and information they need. To date, we’ve handled more than 7.5 million member engagements across all of our platforms.
**Your new role**
We are seeking a confident, proactive Member Support Executive to join our multi-award-winning team in delivering exceptional customer service to our members.
The Membership department is integral to Happiful. We look after all of the professionals listed on our 5 wellbeing directories - including counsellors, psychotherapists, hypnotherapists, coaches, nutritionists and complementary therapists - to ensure they have everything they need to connect with people looking for help. We embody “work hard, play hard”, and are looking for a team-mate who’ll do the same.
This is a busy, but rewarding role in a fast-paced, energetic and ever-evolving environment, where you’ll be working with like-minded individuals who treat every customer with kindness and empathy. We value enthusiastic, confident, compassionate individuals who can collaborate closely with the team, but manage their own workload with mínimal supervision - in return, we offer a competitive package, and a working environment where you can genuinely feel as though you’ve made a difference every day.
Day to day, you can expect to be working with the rest of the team to:
- Review profile revisions against our internal policies and T&Cs, and take appropriate action where required.
- Work closely with both customers and internal staff to find resolutions to customer issues, keeping the customer informed at all times.
- Proactively identify opportunities for members to improve their profile performance, and work closely with them to achieve this.
- Educate members, providing walkthroughs, marketing advice, technical guidance and general support
- Process customer complaints, working closely with the customer and the wider business to find a suitable resolution.
- Take customer feedback - good and bad - and feed it back to the relevant parties, discussing it with the wider team and liaising with other internal departments as required.
- Build a strong rapport with the rest of the Membership Services team. We are a small team with a great sense of camaraderie, who work hard and play hard
- Act as Team Ambassador on a monthly basis, chairing team catch-ups and making sure everyone knows what they need to do to hit our objectives.
- Adhere to our internal GDPR processes and other internal policies at all times.
We focus on quality over quantity, and every single interaction with a customer counts - which is why we’ve won no less than four NiceReply awards for Customer Satisfaction.
This is a full-time permanent role, which offers hybrid working options. You’ll work from our modern office based in Watchmoor Park, with options available to work from home - this means that you should have provisions in place to allow you to do this comfortably and safely.
**What we’re looking for**
- Prior experience of working in a non-scripted, telephone-based support role (ideally within a similar health-focused setting), in which you were personally responsible for your own customer satisfaction / resolution targets and workload. Some experience of team motivation/leadership, project management or similar would be advantageous.
- Confident and articulate phone manner, and excellent written communication skills.
- The ability to absorb and process large volumes of information, and to make decisions proactively and confidently, particularly under pressure.
- Proven problem-solving, complaint resolution and negotiation skills.
- Proficient with CRM / customer databases and data management.
- Willingness to go the extra mile for customers and colleagues, and to treat everyone with empathy and respect.
- The ability to keep calm under pressure, demonstrate active listening and reasoning, and adapt to each client with empathy and positivity.
- Strong attention to detail.
- An independent, proactive, can-do work ethic, always striving for the very best for our members and our business.
- An awareness of SEO, marketing, and/or our professions (e.g. counselling, nutrition etc) would be advantageous.
**What you’ll get in return**
- 34-hour working week with flexible working hours including an early finish on Fridays.
- Basic salary £23,000+ per an
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