Customer Services Advisor

Medical Protection Society; Leeds; Hybrid; GBP 23,000 - 30,000; Full time

Job summary

Join a leading healthcare membership organization as a Customer Service Advisor in Leeds. You will support our members by managing queries, collaborating with teams, and ensuring service excellence. The role includes a robust training program, hybrid working, and a competitive salary package, emphasizing career development and wellbeing.

Benefits

Up to 10% discretionary annual bonus

25 days annual leave plus flexible bank holidays

Private Medical Cover

Employee Assistance Programme

Shopping discounts from major retailers

Qualifications

• Experience within a customer service call centre.
• Confidence in learning and retaining new information.
• Ability to work as part of a team in a fast-paced environment.

Responsibilities

• Manage member queries via telephony and email.
• Take ownership of member inquiries for resolution.
• Act as the first contact for complaints and issues.

Skills

Customer service experience

Building rapport with customers

IT skills

Handling difficult conversations

Teamwork

Tools

Microsoft Office

Job description

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We have exciting opportunities for Customer Service Advisors to join our Member Services team based in Leeds!

Our Direct Sales and Service department has exciting opportunities for customer service experts to join our Member Services team, where you will provide help, guidance, and support to our members in the UK and Ireland. You will work within our contact centre to deliver a service that embodies our values and puts members at the heart of everything we do.

Role Responsibilities

As our new Customer Service Advisor, you will:

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

The Ideal Candidate

We are looking for:

• Experience within a customer service call centre
• 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
• Experience handling difficult conversations with empathy and emotional intelligence
• Ability to work as part of a team in a fast-paced and dynamic environment

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

What to Expect:

There’s lots to learn before you start your role, but don’t worry! We have a dedicated training team that will provide you with a bespoke, fully paid 5-week training programme starting on Monday 3rd February 2025. During this time, your full attention is required, so no annual leave can be accommodated. After training, you will join our support graduation bay to refine your skills and work with our experienced customer service team.

We have 8 full-time roles available. Shifts are Monday to Friday between 08:00 and 18:30, totaling 37.5 hours per week, on a rolling rota of 08:00–16:30, 09:00–17:30, and 10:00–18:30.

This role offers a hybrid working model, combining home and office-based work, with full equipment and support provided.

Package Description

Alongside a competitive salary, benefits include:

• Up to 10% discretionary annual bonus
• Annual performance-related pay review
• Career development and pay progression up to £26,500, with potential to reach £29,500 at the Mastery Level
• 11% pension contribution (3% from you, 8% from us; additional matched contributions optional)
• 25 days annual leave plus flexible bank holidays (option to buy/sell 5 days)
• Private Medical Cover
• Flexible hybrid-working arrangement
• Inclusive culture promoting wellbeing and rewarding hard work
• Car Salary Sacrifice scheme
• 6x salary death in service benefit
• Personal GP video consultation service
• Employee Assistance Programme
• Shopping discounts from major retailers