Customer Service Representative

4 weeks ago

London UK, UK, United Kingdom Illuminate Recruitment Ltd Full time

Customer Support Advisor

12 month FTC, 4 days in Office, Fridays working remotely.


We are working with a growing and innovative Membership body in central London to find their newest Contact Centre team member.


Reporting to the Contact Centre Team Lead, the Customer Support Advisor will be the first point of contact in all interactions with the customer and member base, including students, members, employers, and customers, ensuring a first class and personalised experience is delivered. The role is key in providing exceptional customer service experience and improving customer satisfaction retention rates and increasing sales of qualifications, training, and memberships.


Why do we need your help?


· Be the first point of resolution for all customer and member related enquiries

· Provide customers and members with advice and guidance on next steps and their ongoing journey via upselling and cross selling training, qualifications, events and flagship conferences

· Develop and maintain excellent communications with other teams to ensure a coordinated approach to all commercial activities

· Undertake the day-to-day operational functions relating to the team policies and procedures within agreed Service Level Targets

· Provide excellent service to both internal and external customers, communicating effectively and courteously and providing information and advice on matters relating to the work of the Commercial Department.

· Support the Membership Journey Team with assessing applications for student membership, new Associates and Fellows, administering exemptions, handling renewals and upgrades and removals from the register of members.

· Providing follow-up support for the Relationship Managers


What will you be responsible for?


· Communicate effectively, promptly, courteously, and accurately with customers regarding memberships, subscriptions, education products, events, training, and other general enquiries.

· To meet or exceed the targets set for calls and emails within agreed SLA’s

· To meet the target set for logging of service requests and escalating more in-depth calls on to the Membership Journey Team.

· Record all customer interaction via the CRM, whilst ensuring that it is continually updated according to set procedures.

· Process payments for conferences and events

· Engagement and outbound activities

· Deal with student queries relating to study and exams

· Undertake welcome calls to assist with onboarding and retention

· Proactively undertake appropriate follow-up activity to support conversion and retention

· Actively promote benefits of membership including access to local branches and events

· Support promotion of CPD opportunities and declarations

· Take payments for memberships and subscriptions in accordance with policy

· Responsible for encouraging members and students to remain and to also contribute to work on their retention

· Required to contribute to the progression targets via set exam campaigns in order to increase exam participation

· Handle confidential and personal information securely and discreetly, in accordance with the Privacy Policy.

· Recognise and refer sensitive issues arising from internal or external stakeholders to the Contact Centre Team Lead as appropriate.

· Take every opportunity to upsell and cross-sell products as appropriate.

· Required to work to set team and individual financial targets.


How will you demonstrate your customer-centric skills?


· To ensure that the teams profile is enhanced through all customer interactions by ensuring that a high level of care, professionalism and customer service is consistently delivered to our customers.

· Meet and exceed teams’ customer service standards.

· To actively learn from customer feedback, comments and suggestions, including complaints, and to communicate this knowledge to relevant colleagues.

· To contribute to the review and improvement of existing and new processes, and by doing so to anticipate other and future customers’ needs.

· Understand situations from the customers’ perspective so that appropriate and relevant solutions can be identified in a timely and effective manner

· Attend training to improve knowledge and performance continuously



What skills and behaviours will you need to thrive in this role?


Knowledge · The Institute’s products, services, practices and values · The principles of CRM · Numerate, commercially aware and data-driven

Experience · Experience of working in a busy environment within a customer focused organisation, within an inbound and outbound call/contact centre environment · Commercial experience desirable · Used to operating on the phone, with a track record of success in developing customer relationships


Skills · Excellent communication skills, both written and oral · Excellent listening and questioning skills · Extremely IT literate · Ability to take ownership and responsibility · Ability to work on own initiative and resolve problems proactively · Ability to multi-task


If you are a confident customer service professional who loves communicating via phone and email, this small but successful team are waiting to meet you

  • Customer Service Representative

    4 weeks ago

    UK, UK, United Kingdom Hartford Advisers Full time

    Company Description Hartford Advisers is a corporate research and advisory firm specializing in enhanced due diligence and background screening. We provide critical information to clients during the commercial decision-making process by analyzing companies and their leadership teams ahead of - or during - transactions, partnerships, and appointments. Role...

  • Customer Service Representative

    3 weeks ago

    UK, UK, United Kingdom Swipe Say Easy Full time

    Deliver Excellence: Customer Service Representative Needed!Are you passionate about helping others and providing top-notch customer service?We are seeking a dedicated Customer Service Representative to join our team. In this role, you'll be the voice of our company, assisting customers and ensuring their satisfaction.ResponsibilitiesRespond to customer...

  • Customer Service Representative

    3 weeks ago

    UK, UK, United Kingdom CheqUp Full time

    Job Title: Customer Service RepresentativeSalary: £26,500 per annumHours: 42.5 hours per week, Monday to Friday, 9:00 to 17:30. Some weekend hours may be requested post-training.About Us:CheqUp is a trusted provider of specialist weight loss solutions, combining cutting-edge medication with expert guidance to support sustainable weight management and...

  • Customer Service Representative

    4 months ago

    UK, UK, United Kingdom ESP Utilities Group Ltd Full time

    Customer Service RepresentativeESP Utilities are currently looking to add to their growing team a number of talented people with experience working in Customer Service or Administrator roles.This role is based in our Leatherhead office, and it is to help the continued relationships that we have with our customers during the build out of networks.It is an...

  • Customer Service Representative

    4 weeks ago

    UK, UK, United Kingdom Incora Full time

    Customer Service Representative - NusajayaOur Incora Story is really taking off – we’d love you to join us for the journeyWe are currently seeking an exceptional professional to join us as Customer Service Representative Location: Johor Bahru, Puteri HabourAs a Customer Service Representative you will be responsible for facilitating and building strong...

  • Norwegian speaking Customer Service Representative

    2 weeks ago

    UK, UK, United Kingdom Language Matters Recruitment Consultants Ltd Full time

    Job Reference: FE 25820aJob Title: Norwegian speaking Customer Service RepresentativeJob Type: PermanentLocation: BasildonSalary: £32,000 per annum If you are a Norwegian speaker, apply below for this exciting new role! On behalf of an international client we are looking for a Norwegian speaking Customer Service Representative to join their new team. The...

  • Customer Service Representative

    3 weeks ago

    UK, UK, United Kingdom CheqUp Full time

    Job Title: Customer Service RepresentativeSalary: £10,000 per annumHours: 15 hours per week on the weekends with a possibility to increase hours as required. **Please note the training for the first month is full time Monday to Friday 9AM to 5PM.About Us:CheqUp is a trusted provider of specialist weight loss solutions, combining cutting-edge medication with...

  • Customer Service Representative

    4 weeks ago

    UK, UK, United Kingdom Incora Full time

    Customer Service Representative - Lachine, MontrealOur Incora Story is really taking off – we’d love you to join us for the journey.We are currently seeking an exceptional customer service professional to join us as a Customer Service RepresentativeAs the leading supply chain solutions business in the aerospace industry Customers are at the heart of our...

  • Customer Service Representative

    4 weeks ago

    UK, UK, United Kingdom Incora Full time

    Customer Service Representative - Fort WorthOur Incora Story is really taking off – we’d love you to join us for the journey.We are currently seeking an exceptional customer service professional to join us as a Customer Service RepresentativeAs the leading supply chain solutions business in the aerospace industry Customers are at the heart of our...

  • Customer Service Representative II

    4 weeks ago

    UK, UK, United Kingdom Incora Full time

    Customer Service Representative II - Fort WorthOur Incora Story is really taking off – we’d love you to join us for the journey.We are currently seeking an exceptional customer service professional to join us as a Customer Service RepresentativeAs the leading supply chain solutions business in the aerospace industry Customers are at the heart of our...

  • Sales and Customer Service Representative

    3 weeks ago

    London, UK, UK, United Kingdom SLS Recruitment Ltd Full time

    Sales and Customer Service Representative (No experience Required) - Immediate starts available Looking for a role that will support you and develop your skills within customer facing environments?Fed up and want to start earning and gaining valuable experience?Looking for a new career? Based in the centre of London our clients well established company is...

  • Customer Service Representative

    2 months ago

    UK, UK, United Kingdom Parkside Recruitment Full time

    Customer Service Advisor Location: Uxbridge / Fully office based / Parking on site.Permanent job / Monday to Friday (40 hour week)Bonus: 3% of annual salary based on performance.Brief description of roleThe main function is to support customers at the first point of contact by phone e-mail or remote access software, with any breakdown issues or basic...

  • Customer Service Representative

    2 weeks ago

    UK, UK, United Kingdom Alchemy Global Talent Solutions Full time

    We’re looking for a Customer Service Coordinator for a leading moving company in London. In this role, you’ll be the main point of contact for clients, ensuring their needs are met with efficiency, professionalism, and a positive attitude.As a Customer Service Coordinator, you’ll handle a variety of client inquiries, coordinate logistics, and support...

  • Customer Service Representative

    2 months ago

    UK, UK, United Kingdom HAYS Full time

    Hays are delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative...

  • Customer Service Representative

    4 weeks ago

    UK, UK, United Kingdom Incora Full time

    Customer Service Representative - ShanghaiCSR 客服代表 工作地点：上海 岗位描述 ：目的：为销售团队提供业务支持，为客户提供专业高效的服务主要职责 /Essential Duties and...

  • Customer Service Representative

    3 weeks ago

    UK, UK, United Kingdom The Juice Plus+® Company EMEA Full time

    AGENT, EMEA SERVICE CENTRE SOLUTIONS - Interim (German/Italian/Spanish)The Juice Plus+ Company is multimillion dollar competitor in the health and wellness industry, using a unique combination of direct sales and e-commerce to market our plant-based nutritional products in pursuit of our mission to “Inspire Healthy Living Around the World.” We operate in...

  • Customer Sales Representative II

    4 weeks ago

    UK, UK, United Kingdom Incora Full time

    Customer Sales Representative II - MississaugaJob DescriptionOur Incora Story is really taking off – we’d love you to join us for the journey.We are currently seeking an exceptional customer service professional to join us as a Customer Service Representative II.As the leading supply chain solutions business in the aerospace industry Customers are at the...

  • Senior Customer Service Representative

    3 weeks ago

    London, UK, UK, United Kingdom Harper Full time

    About Harper Harper’s mission is to keep personal service at the heart of the shopping experience in the digital world. Cited as ‘the future of shopping’ by The Telegraph, Harper partners with luxury and premium fashion brands to deliver a suite of elevated Try Before You Buy services to their customers. Clients include Victoria Beckham, Jigsaw, ME+EM,...

  • Customer Service Representative

    3 weeks ago

    London,, UK, United Kingdom DiverseJobsMatter Full time

    Role Purpose:The role of the Customer Service Agent is multi-skilled to allow flexibility in the operation. The role covers all front of house, customer service above the wing tasks to ensure a smooth and seamless passenger journey through London City Airport.Candidates who do not currently possess all the necessary skills for this role will be given...

  • Customer Service Manager

    2 months ago

    London, UK, UK, United Kingdom Harper Full time

    About Harper The Harper mission is to keep personal service at the heart of the fashion shopping experience both online and in store. Cited as ‘the future of shopping’ Harper partners with the best luxury and premium fashion brands to deliver the ultimate final-mile experience to their clients Harper provides the convenience of an on-demand delivery and...