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

CIFAS; London; Hybrid; GBP 31,000 - 33,000; Part time

Job summary

Join a forward-thinking organization as a Member and Consumer Support Officer, where your skills in communication and problem-solving will shine. In this part-time role, you will be instrumental in providing exceptional support to members, ensuring their inquiries are handled with empathy and efficiency. You'll collaborate with a dedicated team to enhance consumer experiences and promote compliance with our services. Enjoy a flexible working environment with generous benefits, including remote work options and professional growth opportunities. This is your chance to contribute to a meaningful cause in fraud prevention while thriving in a supportive culture.

Benefits

Remote Working

Generous Annual Leave

Private Healthcare

Excellent Pension Package

Employee Wellbeing Services

Qualifications

• Previous experience in an administrative environment.
• Strong background in consumer experience.

Responsibilities

• Responding to consumer emails and queries to ensure a positive experience.
• Managing operational queries from members and providing guidance.

Skills

Interpersonal Skills

Attention to Detail

Communication Skills

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Problem-Solving

Education

A Level or Equivalent

Tools

Microsoft Office Suite

Job description

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

Department: Operations

Employment Type: Part Time

Location: London, UK

Reporting To: Dee Clarke

Compensation: £31,000 - £33,000 / year

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

Working alongside our experienced team of industry experts, you will be responsible for:

• 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 skilfully 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

Benefits

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
• Private healthcare
• 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 to unleash your potential and perform the most rewarding work of your career, whist keeping your wellbeing at the foremost 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 recognised 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.