Customer Service Assistant

Royal Life Saving Society UK - RLSS UK; Worcester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Annual Leave 27 days + bank holidays +

Discretionary birthday day off

Enhanced Sick Pay

Eye Care

Employee Assistance Programme

Life Assurance Scheme

Salary Sacrifice Pension Scheme

Staff discounts

Free RLSS UK Membership

Free tea and coffee at HQ

Free on-site parking

Company events and socials

Job summary

RLSS UK is seeking a dedicated Customer Service professional to support internal and external customers across qualifications, awards, membership and services. Based at RLSS UK HQ in Worcester, you will handle multi-channel enquiries, provide product information, and contribute to data accuracy and service delivery.

The role is permanent, full time (35 hours) with a focus on accuracy, GDPR compliance and customer satisfaction.

Qualifications

• Experience using IT systems, including Microsoft Office and CRM platforms.
• Strong written and spoken communication across phone, email and chat.
• Ability to prioritise tasks and work effectively within a team.
• Desirable knowledge of RLSS UK.

Responsibilities

• Respond to telephone enquiries about RLSS UK qualifications, awards, membership and services.
• Handle general email enquiries with accurate, timely responses.
• Provide technical support for the RLSS UK Course Management System ( Tahdah ).
• Assist customers with their RLSS UK accounts, including access and learning resources.
• Liaise with the Customer Service Manager on issues affecting efficiency.
• Record and track service requests and mail using internal processes.
• Support ATC/P account management and relay issues between parties.
• Ensure compliance with UK GDPR and data protection policies.

Skills

IT systems experience

CRM systems

Microsoft Office

Customer service excellence

Multi-channel communication

Tools

CRM systems

Microsoft Office

Course Management System Tahdah

Job description

As part of the RLSS UK Customer Service Team, you will be a key point of contact for any support that is required by internal customers in relation to RLSS UK qualifications, awards, membership, and services. In addition, you’ll provide excellent customer service to new/external customers in relation to general enquiries about any activity.

CONTRACT:

Permanent, Full Time (35 hours per week, Monday to Friday)

ORGANISATION:

Royal Life Saving Society UK (RLSS UK)

DEPARTMENT

Commercial

REPORTS TO:

Customer Service Manager

LOCATION:

RLSS UK HQ, Red Hill House, 227 London Road, Worcester, WR5 2JG

KEY TASKS AND RESPONSIBILITIES

Customer Service

• To respond to incoming telephone enquiries regarding RLSS UK qualifications, awards, membership, services and personal enquiries regarding information stored on the main database.
• Support customers enquiring via RLSS UK general email account, by responding to e-mails accurately.
• Ensure all communication with customers is professional and in a timely manner, this includes over phone, email and in person.
• Provide technical support to internal and external customers with the use of RLSS UK online Course Management System (tahdah).
• Support customers with use of their RLSS UK Account, including access, certification, online learning, resources etc.
• Assist customers with updating records where required.
• To liaise with the Customer Service Manager regarding all issues affecting the efficiency of customer service.
• Record and track service as required by Customer Service Manager.
• Record and sort all incoming RLSS UK mail, via couriers and Royal Mail.
• Positively work to ensure any complaints are addressed promptly and proactively in accordance RLSS UK policy, whilst maintaining a customer focused approach, and liaising with other departments where necessary.
• Provide administrative support in relation to RLSS UK awards and qualifications, such as Pool Plant.
• Process First Aid Trainer Assessor (TA) applications.
• Process National Lifesaving Instructor/Tutor applications
• Monitor and update the registers for GoodSAM, including Rescue Equipment and First Aid Trainers.

Approved Training Centres/Providers (ATC/P) Account Management

• Carry out monthly calls to assigned ATC/P co-ordinators to maintain relationships, act as a liaison between ATC/Ps and the RLSS UK, and resolve/address any issues and ideas that arise.

General

• To demonstrate and uphold the Society’s values and behavioural standards at all times.
• Ensure compliance with UK GDPR and the Data Protection Act 2018 by complying with internal information governance policies and maintaining up to date documentation as part of RLSS UK’s compliance programme.
• Proactively participate in the Society’s equality, diversity, and inclusion (EDI) initiatives and training, and to promote a culture of respect and inclusion for all staff and customers.

This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indication of areas of activity and responsibility and will be amended in the light of the changing needs of the organisation.

PERSON SPECIFICATION

It would be advantageous if the candidate is able to demonstrate:

• Previous experience and competence using IT Systems, including Microsoft Suite and CRM systems.
• Confidence when communicating using a variety of channels (telephone, email, chat function etc).
• A positive and proactive ‘can do’ attitude.
• The ability to prioritise.
• Ability to work as part of a team.

It would be desirable if the candidate has:

• Previous experience in a Customer Service role.
• Knowledge and understanding of the Royal Life Saving Society UK.

WHAT RLSS UK CAN OFFER YOU

RLSS UK is a national Charity based in Worcester, and we offer great staff benefits including -

• Annual Leave based on 27 days + Bank Holidays + a discretionary day off for your birthday
• Enhanced Society Sick Pay*
• Eye Care*
• Employee Assistance Programme
• Life Assurance Scheme
• Salary Sacrifice Pension Scheme*
• Discounts available including high street brands, entertainment, eating out and more
• Free RLSS UK Membership
• Free tea and coffee when working from HQ, including access to our wonderful Coffee Machine
• Free on-site parking when working from HQ
• Company events and socials

*Subject to eligibility criteria

Should you wish to discuss the role, any adjustments you may require throughout the recruitment process, or have any questions, please get in touch where a member of the RLSS UK HR Department will be happy to help.

RLSS UK are a Disability Confident Committed Employer and an INclusive Worcestershire Leader.