Member Services Assistant

2 weeks ago

Orpington, United Kingdom MetFriendly Full time

Job Advert

We are looking for Member Service Assistant to join our busy team.

The job can be either 3 days a week or job share.

**Key Responsibilities**

Answer and deal with telephone calls from members and business partners quickly and accurately.
- Focus on timeliness and quality in line with the Member Promise.
- Respond to 1:1 and call back requests within the agreed SLA.

Process all external post received and distribute/action accordingly.

Data input in Affinity membership
- database and scanning of member correspondence.
- Processing of both member contact forms and prize draw forms.

Proactively address opportunities for members to increase contributions or expand portfolio of products and for members withdrawing, provide the opportunity to continue savings or replace products.
- Record and follow up on member and prospect interactions and provide support where necessary.

Help drive service improvement whilst maintaining detailed processes and procedures.

Any other duties as required by the Chief Executive Officer.

**Key Soft Skills/Behaviours**
- Member focused with good understanding of their needs.
- Forward thinking with ability to plan and organise.
- Knowledgeable and reliable.
- Team Player.
- Good interpersonal skills to support both members and colleagues.
- Passionate, positive, and enthusiastic.
- Ability to use initiative.

**Essential Skills/Competences**
- Customer service or financial services experience - two years or more in a similar environment.
- Good skill level with MS Office package and computer literate.
- Target driven - ability to work within service standards.
- Time management.
- Adaptable and flexible to deal with fluctuations in workload.

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