Customer Support Executive

2 weeks ago

London, UK, United Kingdom Illuminate Recruitment Ltd Full time

Customer Support Executive - 12 month FTC

London. 3 days on site, 2 from home.


We are looking for a positive and friendly customer support professional to join a small membership team within a leading royal society in Central London for a 12 month FTC.


What will you be responsible for?


  • Liaise with a broad range of members and non-members to influence their membership decisions.
  • Provide high levels of service and support via customer relations
  • Access and manage confidential member/customer information.
  • Respond to emails, telephone enquiries and application forms within agreed and timely deadlines
  • Send membership cards/welcome packs promptly after approval process complete.
  • Ensure high-quality customer support for membership, events, and other services, including account and personal information administration.
  • Undertake proactive and reactive sales of services to meet budget targets.
  • Identify sales opportunities and trends within membership from calls.
  • Report customer feedback to the Membership Manager or relevant Head of Department.


Why do we need you?


We are looking for a confident professional who has the ability to work closely with existing and potential members to make sure that conversations and connections are made and have positive outcomes. You will be a great organiser with strong administrative skills, focused on making sure that members enquiries are dealt with promptly and professionally. Meeting members face to face and making them feel valued will be one of your strengths


What will your day look like?


Membership


- Support and influence the retention and acquisition of members.

- Provide high levels of service and support via customer relations.

- Input customer data into the CRM system, including:

  • Updating records and preparing supporting paperwork.
  • Taking customer payments and sending receipts.
  • Posting relevant membership application and renewal payments to customer records.
  • Issuing membership cards and new member packs.


Events


- Process event bookings via telephone and email.

- Handle event booking payments by invoice.

- Ensure on-the-day registrations for events are processed and update “no shows” in the CRM system.


General


- Respond to face-to-face and telephone inquiries from customers.

- Contact customers who have made incorrect payments and resolve any issues.

- Process refunds on CRM and initiate the process for any refunds that the Finance Team needs to process.


What skills will you need to thrive in your new role?


- Customer Services experience including membership sales and retention

- Planning and organizing

- Analytical

- Attention to detail


What is Essential? (Personal Attributes, Knowledge, Experience & Qualifications)


- Proven track record in a customer service role delivering high standards.

- Accurate keyboard skills and extensive CRM system experience.

- Good communication skills, both oral and written.

- Experience working with multiple departments and providing customer feedback.

- Flexible approach to work, including some evenings and weekends.

- Practical knowledge of Word, Excel, and CRM systems.

- Proactive, resourceful, and able to demonstrate initiative.

- Professional, helpful, and diplomatic approach to answering customer inquiries and complaints.

- Ability to work in a busy customer-facing role.

- Smart appearance.


What would help? (Personal Attributes, Knowledge, Experience & Qualifications)


- Understanding of paperless direct debits and other forms of service payment.

- Experience working in a professional/membership organization.

- Customer service qualification or willingness to undertake training.

- Experience managing membership and event-related administration and queries.

- Very good organizational skills and ability to meet deadlines.


This role is offered a 12mth FTC or temporary role with an immediate start.

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