Customer Service Officer

2 weeks ago

Lutterworth, United Kingdom British Association for Counselling & Psychotherapy Full time

**Job description**

BACP is the leading professional body for counselling and psychotherapy in the UK with around 63,000 members.

Benefits include a growing entitlement, starting at 25 days annual leave (for full time) plus Bank Holidays, 5 paid mental health days per year, health cash plan, gym and retail discounts, a corporate yoga instructor and anonymous 24/7 over-the-phone counselling.

To deliver an outstanding front-line service to customers contacting the BACP, delivering a positive and professional tone in all communications. Your expert knowledge of all aspects of BACP - its’ products, services and processes, ensures that customers’ needs are met, resulting in increased loyalty, advocacy and engagement with BACP.

This role will require ad-hoc attendance to our officer in Lutterworth as required, with the rest of the working week from home.

**Principal accountabilities**:

- Analyse, interpret and respond to all enquiries received within the Customer Services Team, ensuring correct information is provided in a professional and clear manner.
- Take responsibility for ensuring that all enquires are followed through - liaising with relevant departments, to ensure that the customer’s requirements are met.
- Engage and listen to members and customers’ needs and requirements, collating all feedback and disseminating this information to key stakeholders within the organisation to improve services.
- Be knowledgeable and maintain a clear understanding of all the organisations products, services and initiatives, advising on and providing customers with the correct information.
- Understand the external issues and sensitivities relating to the sector, to ensure that your communications with customers is relevant and empathetic.
- Develop and maintain key relationships with all customers by being a BACP Brand Ambassador, living and breathing the brand, adhering to the organisations brand guidelines, portraying the correct tone of voice in all verbal and written communications, ensuring all customers are satisfied with the service they receive.
- Actively contact members during their early membership journey to evaluate the organisations service, seek and identify any member requirements or needs and feedback information to key stakeholders within the organisation.
- Actively contact members to promote BACP services (for example events), encouraging take-up and be proactive in taking bookings and payments.
- Act as a Departmental Champion, meeting with colleagues, sharing and disseminating key information. Supporting colleagues with specialist enquiries in that area and feeding back to the Customer Service Supervisor and wider team.
- Responsibility for managing, assessing and organising own personal workload, monitoring volumes and reporting back to the Customer Service Supervisor.
- Ensure all enquiries are responded to in line with the departments service level agreement, monitoring in conjunction with the Customer Service Supervisor.

**Knowledge & experience**:

- Experience within an office-based Customer Services Department is essential. (Experience of counselling and psychotherapy is not essential, although an interest in this field would be an advantage).
- Understanding the role of a Customer Services Department and its ‘fit’ within an organisation, accompanied with the drive to deliver this service to the standards set out in departmental Service Level Agreements.
- To be enthusiastic and committed about customer service. With a professional, engaging and friendly personality.
- Working knowledge of Microsoft Word, Excel, Outlook and CRM Systems.
- Ability to build relationships and rapport with all customers, providing a high value of customer service to uphold the organisations brand
- A good team player with excellent planning and organisational skills, demonstrating an ability to work together, multi-task and prioritise to achieve departmental Service Level Agreements.
- Support and train colleagues on the systems, processes and specialist BACP knowledge.

**Job Types**: Full-time, Temporary contract, Fixed term contract
Contract length: 6 months

**Salary**: £23,819.00 per year

**Benefits**:

- Flexitime
- On-site parking
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Work Location: One location

Application deadline: 13/02/2023

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