Customer Services Adviser (known internally as Member Services Adviser)

CONSUMERS' ASSOCIATION; Cardiff; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

35 hour week

28 days holiday + bank holidays

Pension scheme 6% / 11%

Healthcare & private medical insurance

Discretionary death in service benefit

Free access to Which? content

Free wills for employees

Job summary

Which? in Cardiff is recruiting a Member Services Advisor to provide outstanding support across phone, live chat and email. You will work five days a week in a hybrid pattern, handling product reviews, buying advice and lifestyle campaign information for members.

The role requires experience in customer service with sales potential and the ability to write clearly. The office is in Cardiff; a comprehensive benefits package is offered.

Qualifications

• Experience in a customer-focused role with targets and selling products.
• Experience of written communications as part of a customer service role.
• Ability to use IT channels (telephony, email, live chat and social media).

Responsibilities

• Deliver exceptional customer service across phone, live chat, email and social media.
• Own the customer journey from task to resolution and coordinate with relevant teams.
• Personalise the service and identify additional needs our products can meet.
• Develop knowledge of Which? products to manage and scope queries accurately.

Skills

Customer service

Multichannel support

Sales experience

Written communication

Tools

CRM software

Job description

Kiosk mode

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• Cardiff

• Commercial

• Permanent

There are 3 permanent roles and 1 further FTC 9 months role offering a competitive salary, hybrid working, 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Office day is Wednesday. We attend the office 3days per month and have a working pattern of 1 full weekend in 6 and 1 late shift 12pm-8pm every 6 weeks

Salary: £25,000 per annum FTE plus *bonus

Total Package: £27,000 per annum, made up of a salary of £25,000 and an allowance of £2,000 per annum.

The £2,000 allowance is related to working the shift operating hours shifts across Saturdays and Sundays until 5pm and weekdays until 8pm and is not pensionable. If you are no longer required to work the weekday evening shift (up to 8pm) and the full weekend shift (9am-5pm Saturday and Sunday), this payment will cease.

* Bonus: We have a discretionary (non-contractual) commission scheme which is subject to change. The current scheme means you can also earn up to an additional £3,000 commission per annum.

Please note: Although we acknowledge that the use of AI tools can be helpful, we want your application to represent you. Please ensure your CV and statement of suitability (if asked to send in this advert) reflect your own voice and experiences.

About the role

As a Member Services Advisor, you will provide outstanding support to our Members across all channels – Phone, Live Chat and Email ensuring we are there whenever and however our Members choose to contact us.

You will work five days a week on a variety of shift patterns designed to meet the needs of our Members within our seven-day-a-week operation. As we continually review and evolve our operating hours to reflect changing Member demand, you will play an important part in supporting these adjustments, helping us stay responsive and accessible.

You will support Members across a wide range of services, from product reviews and buying advice, to lifestyle offerings, campaign information and updates, while identifying their individual needs and guiding them towards the services or products that best meet those needs.

Key responsibilities include:

The ability to use a variety of IT channels (telephony, email, live chat and social media). Previous experience working in a customer focused role with delivery against targets and selling products. Experience of written communications as part of a customer service role.

About you:

• Consistently deliver an exceptional standard of customer service to all of our existing and new customers through a variety of channels (telephony, email, live chat and social media).
• Take ownership of the customer journey in its entirety from a simple task right through to a customer complaint, and work with relevant teams (where appropriate) to provide the correct resolution for the member.
• Personalise the service in order to explore options with the customer, and where possible identify other needs that our products and services can provide.
• Develop and maintain a sound knowledge of Which?'s products and services in order to accurately manage and scope queries, whilst dealing with customer enquiries effectively and efficiently.
• Be resilient when dealing with challenging conversations. This includes being able to remain calm and professional, even when faced with difficult or angry customers. It also includes being able to listen actively to the customer, understand their concerns, and work with them to find a fair solution.

The interview process for this role involves:-

• Initial Contact Call: A 30-minute discussion about your CV and relevant experience.
• 60 minute in person interview at our Cardiff Office (No. 3 Capital Quarter, Tyndall Street, Cardiff CF10 4BZ )
• This is planned to take place on October 8th

Benefits

We also have these benefits for you to consider:

• 35 hour working week
• Generous 28 days holiday a year plus bank holidays and the option to buy additional holiday days
• Excellent pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service)
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money & legal helplines
• Free wills for all Which? employees, plus, partners of employees can make their will at cost price.
• Discount site Pluxee which offers large %% off every day shopping and holidays
• Work from (almost) anywhere" for 4 weeks of the year policy
• A great work-life balance (all our roles are now hybrid), offering flexible working options e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at [e-mail].

About Which?

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.

We're proud to be ranked 3rd in the 'Top 25 Inclusive Employers' List 2024. We welcome applications from everyone, because we value diversity, and are committed to maintaining an inclusive culture where all can thrive and reach their full potential- because diverse perspectives help us better understand and positively impact consumers.

As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying (i.e., would like to apply by phone or post), email [e-mail]. Find out more about the Disability Confident Interview Scheme here.

Thank you!