Membership Support Executive

DX; Manchester; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading logistics company is looking for a Customer Service Representative in Manchester. You will provide exceptional support to Exchange members, handling queries and complaints with professionalism. Your strong communication skills and problem-solving abilities will enhance member experience. The role requires you to manage issues efficiently, update CRM systems accurately, and work collaboratively with colleagues to ensure high levels of member satisfaction in a target-driven environment.

Qualifications

• Experience in a target/KPI focused team.
• Ability to create solid relationships with members.
• Passionate about delivering excellent service.

Responsibilities

• Provide exceptional customer service to Exchange members.
• Resolve complaints and manage member issues.
• Update CRM system with accurate member information.

Skills

Strong communication skills

Problem-solving ability

Networking skills

Customer service orientation

Time management

Job description

Role summary

To provide exceptional customer service to Exchange members. You will exceed our member expectations by providing swift and efficient responses to queries of all kinds. You will act as a problem solver, by resolving issues rapidly and identify ways to improve performance and service delivery to members.

Overall Purpose of the Role

• To provide exceptional customer service to DX Exchange members via a range of communication channels.
• Ensure inbound call resolution, complaints handling and liaison with depots, to address service issues, is achieved within service level and meets the expected quality standards.
• To be an active contributor enhancing an environment that delivers excellent member service.
• As required, provide sales lead data and opportunities to the sales team.

Main Responsibilities

• Communicate with members at all levels, appropriately and professionally, building close working relationships with members.
• Accept all incoming telephone calls, letters, emails logging all information, dealing with each enquiry to completion.
• To manage member issues in order to prevent them from becoming complaints or to seek assistance from Manager when required.
• To provide support to colleagues and to ensure that effective communication is maintained within the team.
• To update DX’s CRM system correctly and ensure the information is captured and recorded efficiently.
• To be a champion of member service standards, policies and procedures including correspondence standards, e.g. email & letter.
• Liaise and work with sales and operations to improve overall member satisfaction and minimize accounts at risk, bringing to their immediate attention any information which provides evidence of an account in jeopardy.
• Manage and control the processing of member complaints in line with policy and procedures.
• Ensure call details are logged & recorded on the appropriate systems.
• Carry out any other reasonable duties as requested by your Line Manager.

Measures

• Service Levels achieved
• Delighted members through quality of membership support.
• Accuracy of communication to ensure member feedback and cascaded messages demonstrate reduced service error.

Knowledge, Skills and Experience

• Good understanding and knowledge surrounding the member experience.
• Strong communication skills both written and oral with good networking skills with the ability to create solid relationships internally and externally.
• The ability to identify opportunities and recommend improvements, find solutions and resolve issues.
• Conversant with all relevant aspects of systems for Exchange.

Personal Specifications

• Passionate about delivering great service to our members every time.
• Experience of working in a target/KPI focused team
• A ‘role model’ telephone manner with a confident approach to talking to members and colleagues
• A general passion to please and seek resolutions with the ability to influence and push back in a polite and professional manner.
• Ability to remain focused and decisive when working to specific targets in a pressurized environment
• Accurate, speedy computer/phone input skills
• Be a good team player and be able to communicate at all levels.
• Ability to time‑manage to ensure 100% response to Member queries.