Customer Services Representative

Spider Web Recruitment Ltd; Cambridge; Remote; GBP 24,000; Full time

Job description

Customer Services Representative/ Member Services Representative – Join their team and make a difference as a Member Services Representative.

They are looking for a Customer Service/ Member Representative to join their team on full-time permanent basis. This is a remote phone based role where you will be required to come to the office, a minimum once per month for team meetings in Saffron Walden, Essex.

Why them?

They believe that financial happiness is not just a destination; it’s a journey we embark on together with their members and communities. As a mutual organisation, they exist solely for their members’ benefit, prioritising their needs above all else. Their commitment to fostering financial well-being drives them to create meaningful connections, deliver exceptional experiences, and leave a legacy in their communities. If you’re passionate about helping others and want to be part of a team that makes a difference, join them today.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of £23,500 per annum
• Holiday: 33 days holiday
• 5 % employee contribution 8.5% employer contribution Pension
• Employee Extras such as: Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role:

As a Customer Service/ Member Services Representative, you will be the first point of contact for their members, ensuring they have an unmatched understanding of their finances. This role is pivotal in delivering high-quality customer service across various communication channels. You will handle end-to-end member transactions and administration while sticking to their quality assurance and operational standards. In this role the working hours are Monday – Friday, 9am – 5pm with 2 x Saturdays per month which will be on a rota basis. If you live close to the Head Office, you are welcomed to work from the office more regularly or if you live near a branch you can utilise that space.

Main Duties and responsibilities:

• Deliver high-quality customer service and demonstrate confidence in discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution to add value to both the customer and the Society.
• Ensure compliance with regulatory, audit, and operational standards, meeting defined processes and customer service KPIs.
• Manage customer transactions efficiently and accurately, keeping members informed of any delays or issues.
• Engage with members to identify their needs, ensuring our services align with their financial goals.
• Handle complaints in accordance with our policy, taking ownership and providing appropriate resolutions.
• Identify and safeguard vulnerable customers, ensuring their needs are met with empathy and care.
• Keep up to date with Saffron’s product offerings and third-party services to enhance customer interactions.
• Contribute to team goals, including booking Financial Wellbeing Reviews and collaborating with partners.

About you:

You will have experience in a similar Customer Services/ Member Services Representative role with a solid understanding of financial products and services. Possessing excellent verbal and written communication skills and demonstrate self-motivation with a proactive approach to tasks. A strong team spirit and the ability to work collaboratively while thriving independently are essential. You must exhibit strong organisational skills to manage multiple priorities effectively. Problem-solving acumen, empathy for vulnerable customers, and technical proficiency with Microsoft software applications are also vital attributes for success in this role.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this could be your perfect match! Please apply by forwarding an up-to-date CV which outlines your relevant experience for this role to be considered.

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