Customer Service

Customer Service & Membership Coordinator

Hybrid/Wimbledon, London |Full Time

Salary: Dependent on Experience

The Property Institute (TPI) is the professional body for residential property managers across England, Scotland, and Wales. TPI's core mission is to facilitate safer, better-managed residential communities by raising standards and supporting those who manage people's homes.

Actively supporting members to improve building management through professional development, guidance, and qualifications, ensuring homes are managed competently, safely, and ethically.

Are you the right person for the job?

TPI is seeking a customer-focused, organised and charismatic individual with:

• Previous experience in a busy customer service environment
• Experience with a variety of administrative tasks involving written communications
• Experience in record keeping and data inputting, including analysis and reporting
• Excellent customer-focused telephone manner
• Strong multi-tasking ability with concurrent listening and writing skills
• Clear and professional written and spoken business English
• Highly computer literate, including databases, Word, and Excel
• Ability to multitask, follow instructions, learn quickly, and work efficiently.

Customer Services: What will your role look like?

• Being the first line respondent for answering all members' and potential members' telephone enquiries, using the Webex system App
• Assessing the caller's needs; using initiative and taking responsibility to resolve all problems or
• enquiries to the ultimate satisfaction of the customer, through the display of compassion and courtesy
• at all times
• Researching any challenging enquiries and, where necessary, redirecting calls to another member of
• the team
• Managing the voicemails from the telephone system by proactively returning calls or answering
• queries in a timely manner
• Handling general email enquiries arriving in the main inbox, using your knowledge of the company
• and its products to promote its offerings. Professionally answering such queries or forwarding them to
• the team without unnecessary delay
• Managing difficult conversations with professionalism, patience and empathy
• Recording written details clearly and concisely into the portal of actions taken during telephone
• conversations/email management for historical records. Ensuring that all administration of member
• activities can be located in the members' database
• Liaison with members' employers, as required
• Promote the Property Institute's cultural shift changes leading to mental health and wellbeing,
• consumer safety and the environment.

Memberships:

• Administering all aspects of new membership applications, including raising invoices to company
• employers.
• Assessing and processing applications for membership
• Maintaining the database, checking for its orderliness and accuracy of information
• Manage complaints, Fellowship applications and facilitate Members Area logins
• Providing reports relating to membership, workshops, exams and other events
• Preparing mailing correspondence for membership, when necessary.

Team Support & Miscellaneous

• Support general administration and other team members as required
• Occasionally travel within the UK for business purposes
• Adhere to company policies and demonstrate IRPM's values in all interactions.

What can you expect in return?

• A generous pension scheme
• 25 days of annual leave plus bank holidays
• Your birthday off
• Option to buy additional holiday days
• Professional development support and training opportunities
• Access to wellbeing initiatives and an Employee Assistance Programme (EAP)
• A collaborative team culture where your ideas, growth, and well-being are genuinely valued.

What's next? It's easy Click /APPLY' now TPI Team can't wait to hear from you

Your data will be handled in line with GDPR.

The office is based in Wimbledon, close to excellent public transport links

Enjoy hybrid working and be part of a close-knit team that values flexibility and growth., if this role sounds ideal for you, click apply now

Please note, this is a full time role, no freelancers, consultants or agencies.