Member Services Officer

1 week ago

Cheadle Hulme, Stockport, United Kingdom No1 CopperPot Credit Union Full time £24,000 - £60,000 per year

Role overview

Role:
Member Services Officer

Reports to:
Member Operations Manager

Salary starting from:
£24,000

Hours:
Full time

Location:
Cheadle Royal Business Park / Hybrid /Agile Working

Key Relationships:
Management Team, Colleagues and Members.

Who we are

As a member-owned organisation, we are dedicated to serving the Police community with a personal touch. Our mission is to make saving easy, offer affordable loans, and assist our members in buying or remortgaging their homes. When you join our team, you become part of a team that values trust, support, and mutual growth. We are looking for passionate individuals who share our commitment to making a positive impact on the lives of our members.

Role Overview

Providing excellent customer service to our members. Responding to and fulfilling members needs that are requested over multiple communication channels (telephone, e-mails, face to face).

Key responsibilities

  • Responsible for promoting and driving the values and ethics throughout the Credit Union and its service levels.
  • Responsible for providing excellent customer service across several channels.
  • Interacting with members face to face, over the telephone, via emails, inbox messages and webchat.
  • Adhering to all applicable regulatory requirements e.g. Treating Customers Fairly.
  • Completing administrative tasks including the updating of member details, issuing of paperwork, post, issuing of statements etc.
  • Managing member complaints in line with agreed procedures.
  • Assisting with the process for dealing with deceased and vulnerable members.
  • Assisting with projects as and when required.

What we need from you

This role is customer facing through emails, telephone and face to face. This role requires someone with patience, organisational ability and excellent customer service skills.

Skills you will bring to us

Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and with the membership.

Key competencies for all roles

Consistently delivers outstanding customer service in alignment with the Credit Union's values, mission, and purpose. Fosters an inclusive culture whilst ensuring all members are treated fairly and reasonably, and always upholding a high standard of service.

Employee benefits

  • Working hours are Monday to Friday, between 8:00 am and 5:00 pm. We're currently operating with a hybrid working approach, with staff working from home three days per week and at the office two days per week
  • 21 days annual leave entitlement pro rata, increasing by 1 day each year, capped at 26 days. In addition, we give all our staff a day off on their birthday
  • Sovereign Healthcare and Death in Service cover provided
  • Three days of volunteering allowed per year in like-minded organisations
  • Opportunity to learn and develop your skills through internal and external training
  • Generous pension contribution
  • You'll have the option of joining our discounted group insurance scheme
  • Finally, you will be a valuable asset to the organisation and you can make a difference.

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