Service Support Advisor

RIBA; Liverpool; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension up to 12% employer

Life assurance

27 days annual leave + 3 discretionary

Job summary

RIBA is seeking a Service Support Adviser in Liverpool for our Contact Centre & Membership Servicing team. You will be the first point of contact, delivering timely support to members, and will become a specialist across our platforms to provide informed guidance.

The role requires strong customer service, CRM experience, and the ability to manage multiple systems. Hybrid working in Liverpool is available with a full-time, permanent contract.

Qualifications

• Experience in customer service in a fast-paced environment.
• Ability to understand and manage multiple systems and processes.
• Excellent writing and oral presentation skills.
• Experience with high call volumes and CRM systems.
• Understanding data protection and professional client relationships.

Responsibilities

• Be the first point of contact for RIBA members and customers.
• Provide timely, effective support across Membership Servicing and Contact Centre.
• Become a specialist in RIBA platforms to offer knowledgeable guidance.
• Maintain professional, timely communication and protect member data.

Skills

Multi-system knowledge

Work under pressure

Attention to detail

Writing & presentation

Customer service experience

Membership renewals

Platform knowledge (architecture.com)

Call handling

Relationship management

CRM systems

Tools

CRM systems

Architecture platforms (architecture.com)

Job description

Salary: c£26,780 per annum

Location: Liverpool/Hybrid

Hours: 35 hours per week, full time, permanent

About the Role

Do you have strong customer service experience? Are you confident and willing to learn? Have you worked within a fast-paced customer service environment?

We have an exciting opportunity for a Service Support Adviser within RIBA Contact Centre & Membership Servicing department.

In this important role you will act as the first point of contact, providing timely, effective and efficient support to all our RIBA members and customers. This role will also require you to become a specialist in many areas across the business to enable you to provide a knowledgeable level of support.

What are we looking for?

• Ability to understand and manage multiple coexisting systems and processes.
• Ability to work under pressure and in a fast-moving environment.
• Attention to detail to ensure high levels of quality.
• Excellent writing and oral presentation skills.
• Logical approach with an eye and appetite for finer detail.
• Strong awareness and understanding of the various support provided to our members and customers i.e. Membership renewals & payments, supporting various RIBA platforms via architecture.com (RIBA Academy, PEDR, CPD, Fee Calculator, Contracts etc).
• Experience of handling high levels of incoming and outgoing telephone calls.
• Experience in a customer relation/membership-based environment.
• Knowledge and understanding of managing client/member relationships in a timely, professional, and service-driven manner in accordance with the Data Protection Act.
• Experience of working simultaneously with CRM systems containing multiple customer/membership records and other bolt-on applications.

Why Join us?

RIBA offers an amazing employee benefits package which includes

• a generous pension scheme with employer contributions (up to 12%)
• life assurance
• annual leave of 27 days plus bank holidays and paid closure of 3 discretionary days between Christmas and New Year

For more details on our benefits, please visit our website.

We encourage applicants to review the essential criteria carefully and ensure their application clearly demonstrates how they meet these requirements, as applications will be shortlisted against the criteria outlined in the person specification.

Interview date: W/C 5th October 2026

Due to high volumes of applications, we are unable to respond to everyone, however, should you be shortlisted for interview we will be in touch.

Please note that you must be able to demonstrate that you have the Right to Work in the UK. We are unable to proceed with any candidates who cannot show the relevant documentation so please only apply if you meet these criteria. Unfortunately, we are unable to offer visa sponsorship.

RIBA aims to be an inclusive employer, committed to building an authentic and diverse environment where all are encouraged to be themselves. We champion work/life balance and welcome requests for flexible working across our organisation. We value applications from all sections of society and appreciate divergent experience, therefore if you are excited about the role and working with us, yet your experience may not align perfectly with every single skill or competency, we encourage you to apply anyway.