Service Centre Advisor

Bucks Skills Hub; Milton Keynes; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Join a leading professional membership organisation as a Service Centre Advisor in Milton Keynes. This full-time role focuses on providing exceptional customer service, supporting members in their qualification journey, and meeting challenging targets in a friendly and supportive environment.

Benefits

Flexible working arrangements

Generous benefits package including gym discounts

Pension plan and health plans

Qualifications

• Exceptional customer service skills with a love for talking to customers.
• Excellent written and verbal communication skills.
• Experience managing enquiries via phone, email, and social media.

Responsibilities

• Responsible for chasing outstanding membership fees and contributing to growth targets.
• Make outbound calls for debt collection and support members and students.
• Manage multi-channel enquiries ensuring a high satisfaction score.

Skills

Customer Service

Communication

Multi-channel Enquiry Management

IT Skills

Job description

This job opportunity has been provided by Reed.co.uk

Milton Keynes

Hybrid Working Available

Permanent

Full Time, 35 hours a week, Monday to Friday, flexible shift rotation from 7am -7pm.

Join our team

Join our dynamic team at the ICAEW Service Centre in Milton Keynes. As a leading professional membership organisation, we are dedicated to maintaining excellence in the accountancy field. We are currently seeking a motivated, target focused and customer-orientated individual to join us as a Service Centre Advisor.

If you love to speak to customers on the phone, enjoy helping and supporting people, and excel in delivering a high quality and exceptional customer service then this may be the role for you.

This is a full-time position, based at our Milton Keynes Service Centre. The working hours will be in line with a flexible shift rotation from 7am -7pm.

Role Profile

To be responsible for chasing outstanding membership fees to help reach ICAEW's membership retention and growth target. To contribute towards maintaining our reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and 'right first time' information to all enquirers & ensure service level standards are delivered.

Responsibilities include:

• Make outbound telephone calls to contact individuals in relation to outstanding membership fees (debt collection) and subscriptions, declarations, applications or supporting students into membership
• Work to challenging targets and manage enquiries to completion aiming for 5* satisfaction scores
• Locate individuals who have not paid their fees/ annual subscriptions to support ICAEW growth targets, updating contact information and maintaining accuracy to ensure success in future years
• Support students and members. Understanding their journey to qualification and the value of ICAEW products, services and benefits available to them
• Working with colleagues across ICAEW with activities to support the resolution of member enquiries
• Be a role model in resolving enquiries, building rapport and value with our members and students at every interaction across every channel.

Candidate Profile

Requirements include:

• Exceptional customer service skills and experience with a love of talking to customers on the phone and the ability to build rapport in minutes.
• Excellent communicator both written and verbal, emulating ICAEWs professional image. Managing all enquiries with empathy and support
• Experienced in managing multi-channel enquiries, phone, email, online chat and social media
• Proven ability to prioritise and deliver excellence in a fast-paced environment. Working to challenging daily and monthly targets
• Good IT skills and experience in multi-tasking: managing and resolving the enquiry while adding summary notes and sending links and emails.

For the full role profile please click the document attached.

Why work at ICAEW?

We want you to enjoy your work and flourish in your role.

Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.

We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.

Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.

Our employee benefits include:

• A substantial suite of training and development
• Flexible working arrangements
• A generous benefits package which includes gym discounts, pension plan, lifestyle rewards and discounts and health and dental plans