Customer Service Representative

Advert:
**Customer Service Representative (Learning Enquiries)**

**Permanent**

**4-day working week (32 hours)**

**£24,500 + benefits**

**Wimbledon (flexible and hybrid working)**

**The role**

**What you’ll be doing**
- Responding to customer enquiries with tailored advice and solutions, effectively aligning CIPD products and services to customer needs to optimise conversions.
- Conducting various outbound calling campaigns—including membership, sales, and market research initiatives—to strengthen customer relationships, boost loyalty, and drive sales conversions.
- Collaborating effectively with team members and internal and external contacts to deliver consistently high service levels, adhering to CIPD Customer Service Standards, internal processes, and external regulations.
- Proactively gathering and documenting customer information, including service feedback and suggestions for new products, to identify trends and provide recommendations for improvement.
- Completing general administrative tasks, including generating customer letters to support enquiries, entering data, processing payments for memberships and courses, and registering participants in CIPD learning programs.
- When required, attending off-site and evening events, such as customer open evenings and exhibitions, to provide in-person guidance and drive customer conversions.
- Participating in the development and testing of new processes, systems, and technologies, offering feedback to ensure a customer-centric perspective.

**What you’ll need to be successful**
- Proven experience in delivering high-quality customer service, demonstrating a customer-focused approach.
- Proficiency in managing both inbound and outbound calls with skills in up-selling, cross-selling, and customer conversion.
- Skilled in handling calls effectively, including questioning, listening, building rapport, and converting customer interest to product engagement.
- Experience in outbound calls, specifically with up-selling and cross-selling techniques to maximise customer engagement.
- Confident and concise communicator with an ability to clearly convey information both orally and in writing.
- Ability to engage confidently with individuals at all levels and build positive relationships with colleagues and team members.
- Competent in using internal IT systems for logging and accessing customer information, with an aptitude for adapting to new systems as needed.
- Strong administrative abilities with attention to detail in processing data and transactions.
- Strong team player with attention to detail and high accuracy in tasks.
- Adaptable and responsive to changing priorities with a proactive, ‘can-do’ attitude.
- Willingness to learn new skills and take on challenges, with a solution-focused approach to problem-solving.

**About us**

We’ve been championing better work and working lives for over 100 years. We help organisations thrive by focusing on their people, supporting our economies and societies. We’re the professional body for HR, L&D, OD and all people professionals - experts in people, work and change. With over 160,000 members globally - and a growing community using our research, insights and learning - we give trusted advice and offer independent thought leadership. And we are a leading voice in the call for good work that creates value for everyone.

There has never been a more interesting or important time to join us. We offer an inclusive and stimulating culture and a wide range of professional development opportunities, as well as excellent benefits such as 28 days’ holiday with an option to buy and sell days, £125 personal development allowance, access to an award winning pension scheme and a commitment to wellbeing including a cashback health scheme.

**If this role describes you and your career aspirations, click APPLY.**

**CIPD: valuing everyone as an individual **The CIPD define diversity as the differences in colour, ethnicity, abilities, age, gender, beliefs, interests, socioeconomic status(class), marital or partnership status, sexual orientation, geographic, academic/professional backgrounds, opinions, backgrounds, thinking, experiences, and many other personal characteristics. There is a growing body of research that shows that diverse workforce can be beneficial for decision making, innovation and problem solving as people bring a diverse range of skills and lived experiences with them. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met.

We are committed to employment practices that promote diversity and inclusion and equality of outcomes in employment through recognising of how differences of age, disability, gender, sex, marriage and civil partnership status, pregnancy and maternity status, ethnicity, colour, religion, or belief and other protected (by equalities law) and personal