Member and Consumer Support Officer - 12 month FTC (Part-time)

TN United Kingdom; London; Hybrid; GBP 25,000 - 35,000; Part time

Job summary

An established industry player is seeking a dedicated Member and Consumer Support Officer for a part-time role in London. This position involves handling a high volume of inquiries, ensuring members receive prompt and empathetic support. The ideal candidate will have strong interpersonal and communication skills, with a focus on delivering accurate information and guidance. The company offers a generous benefits package, including remote working options and a commitment to employee wellbeing. Join a team that is passionate about fighting fraud and making a real difference in the community.

Benefits

Generous Annual Leave

Excellent Pension Package

Employee Wellbeing Services

Remote Working Options

Qualifications

• Strong background in consumer experience and administration.
• Ability to manage multiple priorities with excellent stakeholder management.

Responsibilities

• Responding to consumer emails and queries to ensure a positive experience.
• Managing operational queries and collaborating with teams across the organization.
• Promoting the Cifas Member Handbook and ensuring compliance.

Skills

Interpersonal Skills

Communication Skills

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Attention to Detail

Problem-Solving

Education

A Level or Equivalent

Job description

Social network you want to login/join with:

Member and Consumer Support Officer - 12 month FTC (Part-time), London

Client:

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

d186de1dfe78

Job Views:

7

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

We are seeking a dedicated Member and Consumer Support Officer to join our Operations team. The successful candidate will be responsible for handling a high volume of enquiries, ensuring that our members receive prompt, efficient, and empathetic support. This position requires a strong background in consumer experience to deliver accurate information, offer informed guidance, and contribute to a consistently positive service experience.

This is a part-time position requiring a minimum of 21 hours per week. However, full-time hours or additional hours beyond 21 hours per week may also be considered.

Key Responsibilities

• Responding to consumer emails, calls and queries, providing guidance on processes as required, ensuring a positive consumer experience and building upon the trust and confidence in our business brand.
• Managing operational queries from members, working in collaboration with teams across Cifas to respond and provide guidance to Cifas members.
• Ensuring that more complex consumer enquiries are assigned and escalated to Data Integrity colleagues, as appropriate.
• Supporting colleagues in advance of member sessions, including 1/3/6 month check ins, as required.
• Providing wider support to colleagues, for administration, triage and responding to member queries and work flexibly between departments, to help best meet the operational demand on the business.
• Actively promoting the Cifas Member Handbook and products and services, helping members to navigate compliance with the Handbook and their use of our data products and services, identifying and guiding members on how to avoid instances of non-compliance and to use the tools effectively.
• Escalating and highlighting any key issues and considerations for improving Cifas member relationships or consumer support.
• Seeking and recommending ways of improving efficiency of systems and processes.
• Representing Consumer and Member Enquiries at Cifas projects and product development meetings, providing subject matter expertise.

Skills, Knowledge and Expertise

To be successful in this role, you will have:

• An education level of A level or equivalent and/or relevant previous work experience.
• Previous experience of working within an administrative environment.
• A self-motivated and professional mindset with the ability to manage a number of priorities whist being able to remain versatile, with excellent interpersonal skills using tact and diplomacy to engage with colleagues.
• Meticulous attention to detail, excellent stakeholder management, and the capacity to work across multiple areas simultaneously.
• Excellent communication approach with engaging written skills, with the proven ability to collaborate and work effectively in a team, understanding the impact of actions on colleagues.
• A ‘can do’ solutions focused approach, resourceful, finding solutions to make things happen, taking others along with them.
• Confident ownership of information and processes, while proactively seeking opportunities to learn.
• Excellent judgment with the ability to maintain a high degree of confidentiality.
• High level of personal integrity, displaying respect and empathy for others, being consistent, open, and honest and skilled at managing sensitive data discreetly.
• Ability to work professionally to meet deadlines.
• Excellent skills in Microsoft applications, including Excel, Outlook, and Teams.

In return for helping us take the fight to fraud, all our employees receive an impressive benefit package, which includes:

• Remote working with approximately 2 days a month in the London office.
• Generous annual leave allowance plus bank holidays.
• Excellent pension package through salary sacrifice.
• Personal and professional growth.
• Employee wellbeing services – Wellbeing breaks, wellbeing hub access including exercise programmes, meditation guides, sleep stories and yoga.

We have introduced agile ways of working, allowing teams to decide how best they work, while ensuring regular opportunities to collaborate and innovate. We create an environment to help you unleash your potential and perform the most rewarding work of your career, while keeping your wellbeing at the forefront with initiatives in place to promote the wellness of our people.

We are committed to building a diverse and inclusive culture and have dedicated inclusion champions across the business to celebrate and promote our uniqueness. We also have a dedicated team of volunteers looking for innovative ways to give back as part of our commitments under our Corporate Social Responsibility. We are delighted to be recognized in the 2021, 2022, and 2024 best companies to work for listings. We have also been awarded the Investors In People Gold accreditation.

If you are passionate about our purpose and would like an opportunity to make a valuable contribution to fraud prevention, we would like to hear from you.

Cifas is the UK’s leading fraud prevention service, managing the largest database of instances of fraudulent conduct in the country. Our members are organizations from all sectors, sharing their data across those sectors to reduce instances of fraud and financial crime. Operating as a not-for-profit means our teams put all their efforts into our mission of fighting fraud, rather than creating a financial return for shareholders.

Fraud presents a serious and significant threat to the UK and our role in protecting businesses, the public, and the economy from fraud is now more important than ever before. As a result, we have ambitious plans to innovate and create new services and products that will significantly improve the way that we and our members tackle fraud.

Our employees play a crucial part in ensuring we remain the UK's leading fraud prevention service, whilst also ensuring our members remain at the heart of everything we do.