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Membership & Events Team Leader - Key Role
2 months ago
Job Summary:
The Institute of Chartered Accountants in England and Wales is seeking an experienced and skilled professional to fill the role of Membership & Events Team Leader. This position is a key role within the organization, responsible for leading a team that provides exceptional service to members and delegates.
Key Responsibilities:
- Deliver a consistent first-class enquiry service for members and delegates.
- Be a role model providing a gold standard service in responding to high volume enquiries through multiple platforms to team/department targets and goals and to department standards.
- Support campaigns in line with meeting managed member growth targets.
- Manage first line enquiries from the team and be the first line of support in managing and resolving escalated complaints.
- Motivate and manage the team to achieve targets and goals and encourage a strong 'one-team' atmosphere.
- Ensure high standards are maintained by the team with consistent quality checking and feedback, working within a structured framework.
- Create and manage daily staff rota for the team.
- Encourage initiative and ownership within the team to constantly challenge and improve on any processes which fail to deliver a positive user experience.
- Provide appropriate training to the team to ensure they have a clear understanding of users' needs and expectations and are proficient in enquiry methodology, processes, and procedures.
- Complete quality checking to ensure the members are receiving the correct advice and identify any training needs.
Requirements:
- Exceptional customer service skills and proven experience in resolving complaints.
- Strong IT skills, including Word, Excel, CRM, and databases.
- Excellent attention to detail.
- Demonstrated experience of working successfully as a reliable and high achieving team contributor in a contact centre environment.
- Excellent communication skills - both written and verbal.
- Experience in quality checking across multiple delivery channels.
- Experience of quality checking to a high standard of written and verbal work across multiple channels.
- Experienced in managing multi-channel enquiries.
- Experience with training and developing a collaborative and dynamic team.
Why Work at ICAEW?
The Institute of Chartered Accountants in England and Wales is a dynamic and empowering culture where our teams can thrive and be themselves. We support sustainability, corporate and social responsibility campaigns and encourage our employees to take a day to work for a cause of their choice, or to work collaboratively as a team in doing this. We nominate and support two charities every year and run all manner of events to raise money. Our active social committees provide fun events ranging from the seasonal parties to quiz nights and bowling tournaments. We are a disability confident employer.
