Membership Support

2 months ago

Birmingham, United Kingdom RICS Full time

**Vacancy Name **Membership Support

**Country **United Kingdom

**Office Location **Birmingham (hybrid)

**Job Purpose**

To represent RICS Members by providing specialist knowledge on all aspects of the post qualified member journey; acting as an ambassador in delivering a consistent and high-quality customer experience, delivered through multiple channels.

**Key Achievements & Responsibilities**
- Support and respond to member enquiries through multi-channel communications within SLA.
- Work collaboratively with your 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.
- Actively promote RICS products and services to generate leads
- Strive to improve engagement with members through relationship management.
- Ensure confidential and financial information is secure by complying with data protection regulations (GDPR)
- Work collaboratively with Finance to deal with accounting enquiries
- Support with development and testing of new processes and systems, providing feedback from a customer perspective
- Provide key customer insights for improvements obtained through member engagement

**Expected Outcomes**
- Minimum 85% service level achieved on phone lines
- Case resolution within 2 working days.
- First contact resolution for all enquiries
- Continued adherence to the RICS customer service standard and charter
- Adherence to Quality Assurance Procedures within RICS
- Increased member engagement
- Identification of sales growth opportunities

**Experience Required**
- Experience of operating in a Customer Service environment
- 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
- Adherence to quality assurance procedures
- 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 coachingAdditional 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
Private Medical Insurance
Income protection
Life assurance
Aviva Group Personal Pension (matched to 9%)

**Please make sure you have the correct right to work in the country the role resides in.**

**Benefits**:

- Life insurance

Schedule:

- Monday to Friday

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Birmingham

Application deadline: 30/03/2024
Reference ID: VN4756

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