Customer Service Adviser

Medical Protection Society; Leeds; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading protection organisation for healthcare professionals is seeking experienced Customer Service Advisers in Leeds to provide support and guidance to members. This role involves managing inquiries over the phone and via email, handling complaints, and collaborating with various business areas. Successful candidates will undergo a 5-week paid training program to cultivate essential skills and knowledge. The position offers a competitive salary and benefits, with a focus on employee inclusivity and support.

Benefits

Up to 10% discretionary annual bonus

11% pension contribution

25 days annual leave plus flexible bank holidays

Private Medical Cover

Healthcare cash plan

6x salary death in service

Paid volunteering day

Personal GP service

Employee Assistance Programme

Shopping discounts

Qualifications

• Experience within a customer service call centre is ideal.
• Confidence in learning and retaining new information.
• Demonstrable experience in handling difficult conversations.

Responsibilities

• Support members and manage their queries via telephony and email.
• Take ownership of member enquiries managing them to resolution.
• Act as first point of contact for complaints and issues.

Skills

Expert communication skills

Good attention to detail

Experience building rapport with customers

Competent IT skills

Tools

Microsoft Office (Teams, Outlook)

Job description

Customer Service Adviser

Package Description

Alongside a competitive salary of £24,570, you will also receive :

• Up to 10% discretionary annual bonus
• 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• Paid volunteering day
• A personal GP service enabling you to get a video consultation with an NHS-registered, private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

Job Introduction

We have exciting opportunities for Customer Services Advisor’s to join our Member Services team based in Leeds!

Our Direct Sales and Service department have some exciting opportunities for Customer Service experts to join two of our Member Services teams where you will provide help, guidance and support to either our members in the UK and Ireland or Internationally. You will work within our unique contact centre to deliver a service that encompasses all our values and put the members at the heart of everything we do.

If your application is successful, you will be invited to join one of our assessment centres that will be scheduled week commencing 5th January with a start date of Monday 9th February. This will give us the opportunity to meet you and for you to chat with the team, hear more about MPS, and how we work together to support our members.

Main Responsibilities

As our new Customer Services Advisor, you will :

• Support our members and manage their queries via telephony and email channels.
• Take ownership of member enquiries managing them through to earliest possible resolution and making sure all actions are recorded on the relevant database.
• Act as first point of contact and resolution for complaints, issues, and disputes.
• Ensuring any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.
• Work in collaboration with other business areas when needed to ensure that the service to the member is as seamless as possible.

The Ideal Candidate

• Experience within a customer service call centre is ideal
• Expert communication skills
• Good attention to detail
• Experience building rapport with customers
• Confidence in learning and retaining new information
• Competent IT skills, able to navigate computer equipment and use Microsoft Office products such as Teams and outlook
• Demonstrable experience in handling difficult conversations showcasing empathy and emotional intelligence
• Ability to work as part of a team in a fast paced and dynamic environment.

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

If you are someone who enjoys speaking to people, is confident and wants to join an inclusive, supportive, and dynamic team then send in your application. Our Talent Acquisition Team are waiting to hear from you!

About The Company

What to expect :

There’s lots to learn prior to you starting your role, but don’t worry! We have a fantastic, dedicated training team who as part of your induction we will ensure you have all the knowledge and skills you need; providing you with a bespoke, fully paid 5-week training programme. The training will start on Monday 9th February 2026, and we will need your full attention during this time, so we won’t be able to accommodate any annual leave during the first five weeks. After training you will move into our high support graduation bay where you will refine your new skills and work with our brilliant established team of customer service experts.

About the role :

We have 16 full time roles available; full time shifts are Monday to Friday between the hours of 08 : 00 and 18 : 30. Our working week is 37.5 hours in total and our shifts work on a rolling rota of 08 : 00 – 16 : 30, 09 : 00 -17 : 30 and 10 : 00 - 18 : 30.

This role sits under our ‘hybrid’ persona meaning a blend of home and office-based working, to suit you and the needs of the business. You will be provided with full equipment and support to fulfil your role.

Please note the 5-week induction and training period will be primarily office based and run from 08 : 30am to 5pm; this is to provide you with the best possible support during the start of your journey with MPS.

Who We Are

The Medical Protection Society Ltd (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully funded training courses or peer-to-peer support. We want colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Customer Service Adviser application closing date - 01 / 01 / 2026