Job Description

The purpose of the role is to provide great customer service, administrative support and specialist knowledge to members and customers; being the first point of contact for member applications, renewals, ordering of products and services including Gift Vouchers and general enquiries all received via phone and online.
Key Responsibilities:

• Processing new participants in the gifting schemes; receiving and processing customer orders for the schemes, through our CRM database and automated systems in readiness for picking, packing and distributing directly and through a third party fulfilment company.
• Sorting, validating and processing the voucher redemption claims daily, through our CRM database and automated systems in adherence to the agreed service level agreements.
• Responding to member, prospect, consumer and other stakeholder queries and requests efficiently and in a professional and timely manner, whilst being thorough and offering a one contact resolution wherever possible.
• Recording the details and outcomes onto the CRM database to maintain records and reference data.
• Account management of a defined number of members; making contact with them at various times of the year to ensure member satisfaction is maintained, liaising with the member support team as required.
• Support with outbound calls as required, promoting specific products.
• Supporting the Services Supervisors with the processing of member applications, collating information as required for approval by the Board or Council.
• Complete administrative support for all current and future initiatives as required, including data set up, recording and invoicing.
• Dealing with queries and complaints in a professional manner, referring complainant to the Complaints Policy and Procedure where required and liaising with key individuals as required.
• Escalate to the Services Supervisor where required.
• Providing administrative support for the annual subscription renewal process, including processing payments and carry out functions to maximize prompt payment.
• Following organizational process and procedures to ensure member expectations and agreed service level agreements are met.
• Managing and protecting member and customer information in accordance with policy and data protection legislation.
• Undertaking such other duties, commensurate with the responsibilities above, as may from time to time be required by members of the management team.

Required Knowledge, Skills, and Abilities

• The ability to work as part of a team, support colleagues and promote excellent team spirit
• Commercial awareness of the value aligned to products and services
• Experience of working in a customer facing environment
• Effective written, verbal and electronic communication skills
• Strong administrative, organizational and time management skills
• An eye for detail with the ability to multi-task, work well under pressure and within a small team
• IT Literate with demonstrable knowledge of MS Office including Outlook
• Educated to A Level standard or equivalent Desirable Knowledge, Skills and Experience required:
• Experience of working with a customer database