Details:
- Salary: £17.63 - Hour
- Job Type: Contract
- Job Status: Part-Time
- Salary Per: Hour
- Location: Lutterworth Leicestershire
- Date: 7 hours ago
Description:
Fixed term contract - 6 months
3 days per week - Monday to Wednesday (21.75hrs per week)
Lutterworth based office - mainly Remote
£17.63 per hour - FTE £33,237
An exciting opportunity has arisen to work for our client - an employer of choice. They are a professional membership organisation who are looking for a Customer Support and Engagement Officer. You will be supporting both the members and the public - delivering a high-quality, empathetic service. This role is Monday to Wednesday as part of a job share.
Key responsibilities:
* Handle a high volume of telephone and email enquiries from members, potential members, and the public, in line with service level agreements
* Use empathy, active listening, and non-judgmental support to manage sensitive or complex conversations
* Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate
* Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols
* Engage with lapsed or at-risk members to support retention and promote the value of BACP membership
* Manage, assess, and organise your own workload, monitor volumes, and report back to the Customer Service Supervisor
The skill & qualities needed:
* Ideally A-level standard or equivalent
* Strong experience in an administrative/customer service role, ideally within a customer-focused or emotionally demanding environment
* Competence in using CRM systems
* Ability to deliver empathetic, professional, and values-led communication
* Strong working knowledge of Microsoft Office and ability to learn new systems quickly
* Ability to maintain accurate records and contribute to data collection for service improvement
* Excellent attention to detail, strong organisation and excellent communication skills with a proven track record of success
Benefits:
* Enhanced pension scheme
* Flexible working patterns
* 25 days annual leave, increasing to 30 with length of service
* 15 different types of leave, including five paid mental health days each year
* Occupational health support
* A confidential 24-hour, seven-day counselling service
* Corporate yoga service with one-to-one tuition for all abilities
* Free parking
* Health cash plan
Interested?
Please apply below.
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