Customer Service Advisor (6 month contract)

Confidential; Greater London; Hybrid; GBP 29,000 - 31,000; Full time

Benefits offered by this job

25 days' annual leave

Pension scheme

Life assurance

Critical illness cover

Volunteer days

Wellbeing initiatives

Hybrid work

Job summary

Confidential in Central London is seeking a Customer Support Advisor to join a professional membership organisation. The role combines inbound/outbound calls and email support for members, students and employers, with responsibilities across memberships, qualifications, training and events.

You’ll need strong telephone-based service, IT literacy and CRM experience. The position is 6 months, full-time (35 hours/week), hybrid with one day from home, and offers a competitive benefits package."

Qualifications

• Strong telephone-based customer service experience.
• Track record of building positive customer relationships.
• Excellent verbal and written communication skills.
• Strong listening and questioning skills.
• Experience using a CRM or customer database.
• Excellent IT skills and confidence learning new systems.
• Ability to multitask and manage a varied workload.
• Proactive approach and ownership mindset.

Responsibilities

• Handle inbound and outbound calls and respond to customer enquiries by email.
• Act as a first point of resolution for customer and member queries.
• Provide clear advice and guidance on memberships, qualifications, training and events.
• Build strong customer relationships and provide a personalised service.
• Accurately record customer interactions using the CRM.
• Support membership applications, renewals, upgrades and retention.
• Deal with student queries relating to study and examinations.
• Make welcome and follow-up calls to support onboarding and retention.
• Process payments for memberships, subscriptions, conferences and events.
• Promote relevant membership benefits, training, qualifications and events.
• Identify opportunities to upsell and cross-sell services.
• Work towards individual and team customer service and commercial targets.

Skills

Telephone-based customer service

CRM usage

IT literacy

Customer relationship building

Multitasking

Problem solving

Communication skills

Tools

CRM system

Job description

Customer Support Advisor Contact Centre

Central London
£29,103.85 per annum (6 month contract)
Full-time 35 hours per week
Hybrid working 1 day from home

Are you an experienced Customer Service or Contact Centre professional who genuinely enjoys speaking to people, solving problems and building relationships?

We are recruiting a Customer Support Advisor to join an established and highly regarded professional membership organisation in Central London.

This is a busy and varied customer-facing role where you'll be the first point of contact for students, members, employers and customers. You'll handle a mixture of inbound and outbound contact, responding to enquiries, resolving problems and helping customers get the most from their membership, qualifications, training and events.

We're looking for someone who is confident on the telephone, commercially aware and highly IT literate, with previous experience gained within a busy customer service, call centre or contact centre environment.

What will you be doing?

As part of the Customer Support team, you'll:

• Handle inbound and outbound calls and respond to customer enquiries by email
• Act as a first point of resolution for customer and member queries
• Provide clear advice and guidance on memberships, qualifications, training and events
• Build strong customer relationships and provide a personalised service
• Accurately record customer interactions using the CRM
• Support membership applications, renewals, upgrades and retention
• Deal with student queries relating to study and examinations
• Make welcome and follow-up calls to support onboarding and retention
• Process payments for memberships, subscriptions, conferences and events
• Promote relevant membership benefits, training, qualifications and events
• Identify appropriate opportunities to upsell and cross-sell services
• Work towards individual and team customer service and commercial targets
• Liaise with colleagues across the organisation to ensure customers receive a joined-up service

About You

You'll ideally have experience working within a busy inbound and outbound customer service, call centre or contact centre environment.

You'll also need:

• Strong telephone-based customer service experience
• A track record of building positive customer relationships
• Excellent verbal and written communication skills
• Strong listening and questioning skills
• Experience using a CRM or customer database
• Excellent IT skills and confidence learning new systems
• The ability to multitask and manage a varied workload
• A proactive approach and willingness to take ownership
• Good problem-solving skills and the confidence to use your initiative
• A calm and professional approach when working under pressure
• A positive, resilient and adaptable personality
• A collaborative, customer-first approach
• The motivation to work towards customer service and commercial targets

Previous experience within a commercial customer service environment would be particularly beneficial.

What's in it for you?

Alongside a salary of £29,103.85 per annum, you'll receive an excellent benefits package including:

• 25 days' annual leave plus bank holidays
• Additional discretionary days over Christmas
• Group personal pension scheme
• Life assurance and critical illness cover
• One day's paid leave when moving home
• Two paid volunteering days each year
• Perkbox benefits and discounts
• Employee Assistance Programme
• Cycle to Work scheme
• Regular wellbeing initiatives and workshops
• Hybrid working with one day per week from home

Why Apply?

This is an excellent opportunity for an experienced customer service professional who enjoys taking ownership, solving problems and speaking to customers. You'll join an established organisation offering a supportive working environment, excellent benefits and the opportunity to build long-term relationships with customers and members. The role offers plenty of variety and would particularly suit someone who enjoys delivering a genuinely high standard of service while also being comfortable working towards clear service and commercial targets. 6 month fixed term £29,103.85 per annum Central London