Member & Customer Service Advisor

Job title: Member & Customer Service Advisor

Location: Bracknell/Hybrid

Department: Membership

Working hours: Full time, 36 hours per week

Contract Type: Permanent

About Us

Would it inspire you to see the tangible impact of your work on the world? To work for an organisation that is committed to making a positive difference for people everywhere? If so, we could be the organisation for you. We are the Chartered Institute of Building (CIOB), the world's largest and most influential professional body for construction management and leadership.

About the Role

As a Member and Customer Service Advisor, you will be responsible for effectively responding to inbound enquiries from members, employers, and customers, ensuring a first-class and personalised experience is delivered. To continue delivering exceptional service and improved customer satisfaction and retention rates, encouraging conversations and members to attain Chartered memberships, and ultimately contributing to the delivery of our client’s targets.

Key Responsibilities will include:

• Working collaboratively with team colleagues and other internal and external contacts to achieve department targets/ KPIs and provide a consistently high level of service in line with the best practices, internal processes/procedures, and the value framework.
• Providing the first touch into the organisation (via telephone, email. letter, and website enquiries) for Members and Customers who wish to engage with our client.
• Providing advice and solutions in response to all enquiries, minimising the transfers of enquiries, identifying appropriate next steps, and resolving matters in a timely manner within agreed SLAs.
• Contributing to the annual subscription renewal activity, managing a high volume of calls, taking payments, providing advice, and actively promoting self-service options.
• Addressing and resolving complaints where possible, reporting, and escalating the Member and Customer Service Manager as appropriate.
• Continuously building, developing, sharing, and maintaining in-depth product/service knowledge to provide a knowledgeable response to all clients.
• Actively seeking and recording feedback from Members and Customers, including comments on the quality of service and ideas for new products and services.
• Actively contributing to the development and testing of new processes, systems, and technology to improve the level of customer service provided.
• Effectively carrying out a range of general Member and Customer Service administration as required.

About you

The ideal candidate will have/be:

• Previous experience in a similar role with excellent customer service skills
• Excellent telephone call handling skills
• Ability to communicate effectively.
• Ability to work as a member of a team, managing and prioritising a busy workload and demonstrating a flexible attitude to changing priorities.
• Excellent administrative skills, with strong attention to detail and the ability to deliver accurate, high-quality work within well-defined processes and procedures.
• IT literate: Familiar with MS Office (including Microsoft Teams). CRM software and web applications

Why work for us?

We can offer you not only the opportunity to make a real difference with the work you do, but the chance to do that in a friendly, flexible and welcoming working environment, where we’ll show you that we’re committed to your personal wellbeing and to your development within your role.

We’ll offer you a fantastic range of benefits – from access to a great pension scheme through to a variety of health and wellbeing schemes; and we’ll make sure that you’re constantly learning throughout your time with us. We hold a Gold Investors in People Award – which we really hope will show you our commitment to you as an employer.

How Do I Apply?

To read more about the role, you can download our job description on this page. If you would like any further information, or to apply for this role please submit a full CV and covering letter by email [email protected]

Please note: We may consider applications as they are submitted and therefore applicants are encouraged to apply as soon as possible to avoid any disappointment that may be caused by the vacancy closing sooner than advertised.