Member Services Administrator

4 weeks ago

Telford, United Kingdom FAIRshare Credit Union Limited Full time

**Position: Member Services Support Administrator**

**Reports to: Chief Executive**

**Key Personal Attributes**
- You demonstrate high levels of initiative with a natural desire to learn, change and improve where necessary.
- You have a target focussed approach with an innate confidence in your own ability to achieve them.
- You have excellent communication skills and are confident in dealing with people.
- You have excellent IT skills.

**Job Purpose**:
Reporting to the Chief Executive, and as part of a small team, you will be the initial point of contact for existing and potential members. This role is key in maintaining excellent member services across multiple channels, including telephone, internet and social media in line with FAIRshare’s policies and procedures, with an overall aim of maintaining excellent levels of service satisfaction across our membership.

**Key Responsibilities**:
**Member Communication and Office Administration**

Responsible for answering member and general enquiries and supporting operational processes, diligently, in a timely and accurate manner, and in line with FAIRshare policy, procedure and regulatory requirement, to include:

- Member account maintenance
- Carry out reception/teller duties as required
- General office duties and administration
- Carry out pre and post loan underwriting administration.
- Conduct Credit Reference Agency checks as appropriate.
- Meet and maintain set targets (accuracy, time, quantity)
- Other tasks reasonably requested by the General Manager.

**Skills and Attributes**

**Essential**
- Knowledge of what constitutes good customer service in maintaining reputation.
- Understanding of what makes communication effective.
- Experience of using bespoke software systems.
- Excellent keyboard skills.
- Ability to communicate effectively, both verbally and in writing.
- Ability to organise and prioritise own workload.
- Ability to work co-operatively as part of a team.
- Experience of working in a customer service environment.
- Experience of logging and tracking customer enquiries.
- Excellent literacy and numeracy skills
- Experience of administering or delivering a customer centred product or service.
- Experience of working to tight deadlines within a daily routine.

**Desirable**
- Knowledge and understanding of credit unions and their objectives
- Previous experience of financial services/credit union sector would be advantageous
- Previous experience in customer service/communication.

**Personal Qualities**
- Confident, outgoing, enthusiastic, self-motivated, hard-working and able to work with a minimum of supervision.
- Flexible in approach but also able to recognise when to seek additional help or guidance.
- Eligibility to work in the UK

**Hours of Work and Location**

29.75 hours per week.

Mon - 9.00am to 2.30pm
Tue - 9.00am to 2.30pm
Wed - 9.00am to 3.45pm
Thu - 9.00am to 3.45pm
Fri - 9.00am to 3.45pm

This permanent, part-time post is based in our Telford office, however, if government guidance changes, there may be a need, in the future, to work from home on a regular or ad-hoc basis.
Relevant organisation-specific training and induction will be given; this will be at our Telford office.

**Benefits**

37 days (222 hours) annual holiday (includes Bank holidays)
Optional contributory pension scheme.

**Salary**: £11.25/hr which equates pro rata to £22,000 (**FTE**) dependent on experience.

Apr 23

**Job Types**: Part-time, Permanent
Part-time hours: 29.75 per week

**Salary**: From £11.25 per hour

**Benefits**:

- Company pension
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

**Experience**:

- office administration: 4 years (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 12/05/2023
Reference ID: FCU MSA 04/23

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