Service Support Advisor

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

Benefits offered by this job

Pension up to 12%

Life assurance

27 days + bank holidays + 3 days close

Job summary

RIBA in Liverpool is hiring a Service Support Advisor to act as the first point of contact for members and customers, delivering timely and knowledgeable support through our contact centre and membership services. You will learn across the business to provide accurate information and resolve queries efficiently.

The role is full-time, 35 hours weekly, and hybrid in Liverpool. The salary is around £26,780 per year, with a comprehensive benefits package and opportunities to grow within the

Qualifications

• Ability to understand and manage multiple systems and processes.
• Ability to work under pressure in a fast-moving environment.
• Attention to detail to ensure high quality.
• Excellent writing and oral presentation skills.
• Logical approach with eye for detail.

Responsibilities

• Be the first point of contact, delivering timely, effective customer support.
• Develop knowledge across the business to provide informed assistance.
• Support members and customers with various enquiries using CRM platforms.

Skills

Systems management

Working under pressure

Attention to detail

Written & oral communication

Logical thinking

Tools

CRM systems

Job description

Service Support Advisor

Be part of the vision; be part of RIBA.

RIBA is a global professional membership body, and a cultural organisation, driving excellence in architecture.

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?

Essential

• 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.

Desirable

• 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?

Our Benefits:

RIBA offers an amazing employee benefits package which includes (a) a generous pension scheme with employer contributions (up to 12%), (b) life assurance, (c) 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 click here

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.

Please note that applications without a covering letter will not be considered and we will only review applications received directly through our company website.

Closing date: 27th September 2026
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. We may also close an advert earlier than the date above if we receive enough quality applications, so please submit your application as soon as possible.

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.

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