Corporate Specialist

3 weeks ago

Birmingham, United Kingdom RICS Full time

To represent corporate account customers by providing specialist knowledge on all aspects of RICS membership, inclusive of membership accounting services; acting as an ambassador in delivering a consistent and high-quality customer experience, delivered through multiple channels.
Please note this is a maternity cover for 7 months.

**Key Achievements & Responsibilities**
- Support and respond to enquiries through multi-channel communications within SLA
- Work collaboratively with the team and stakeholders to achieve a consistently high level of service in line with internal processes, procedures and RICS Customer Service Standards.
- Continually build, develop, share and maintain in depth product knowledge in order to provide a first line response to enquiries.
- Provide specialist advice and solutions in response to enquiries via all communication channels.
- Actively record, update and amend customer information on internal databases to ensure accurate data.
- Work closely with corporate account managers to identify sales growth opportunities
- Strive to improve engagement with key strategic accounts through relationship management
- Ensure confidential and financial information is secure by complying with data protection regulations (GDPR)
- Support with development and testing of new processes and systems, providing feedback from a customer perspective
- Provide key customer insights for improvements obtained through customer engagement
- Ensure all sales invoices, credit notes and payments follow the relevant published procedures and authorities
- Deal with accounting queries regarding corporate accounts within SLA

Expected Outcomes
- 85% Customer service satisfaction
- First contact resolution for all enquiries
- Continued adherence to the RICS customer service standard and charter
- Adherence to Quality Assurance Procedures within RICS
- Increased account engagement
- Prompt allocation of payments supporting efficient cashflow and reducing customer queries
- Authorisation and processing of refunds for corporate accounts

**Experience Required**
- Experience of operating in a Customer Service environment - Good understanding of sales ledger, general ledger
- Possess excellent communication skills with a genuine passion for speaking to customers, understanding and answering their enquiries
- A commercial mindset focused on delivering outstanding customer experience.
- Experience of working in a multi-channel environment
- A sound understanding and ability to work with Microsoft packages
- Ability to build effective relationships with members, the public and stakeholders
- Highly organised with an ability to prioritise work to ensure deadlines are met
- An eager, flexible, team worker who is committed and conscientious
- Ability to act as a positive role model and a desire to make a difference.
- Ability to handle difficult situations in a professional and mature manner
- Committed to improving and developing own personal skills through training and coaching

**Additional Information**
- Who Are We? As a globally recognised professional body, everything we do is designed to effect positive change in the built and natural environments. Through our respected global standards, leading professional progression and our trusted data and insight, we promote and enforce the highest professional standards in the development and management of land, real estate, construction and infrastructure. Our work with others provides a foundation for confident markets, pioneers better places to live and work and is a force for positive social impact. With over 134,000 highly qualified trainees and professionals, and offices in every significant financial market, we are ideally placed to influence policy and embed our standards within local marketplaces in order to protect consumers and businesses. In doing so, we can innovate and progress the development of spaces and places so they are fit for future generations, in addition to the challenges faced in the present.

**Benefits**:

- Hybrid Working (typically 60% office based)
- Private Medical Insurance
- Income protection
- Life assurance
- Aviva Group Personal Pension (matched to 9%)

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