At a Glance
- Tasks: Provide top-notch service to members via calls and emails while resolving queries.
- Company: Join Shepherds Friendly, a modern mutual society with nearly 200 years of experience.
- Benefits: Enjoy flexible hours, competitive salary, and 25 days annual leave plus bank holidays.
- Other info: 4pm finish on Fridays and access to wellbeing support services.
- Why this job: Make a real difference in people's financial lives while working in a supportive team.
- Qualifications: GCSE education and experience in customer service or tele sales required.
The predicted salary is between 30000 - 40000 £ per year.
Shepherds Friendly is a modern mutual society, offering a variety of adult and children's financial products and services such as ISAs, savings plans, life insurance and income protection. Located in south Manchester in the heart of Cheadle village, the Society has been providing financial security to members for almost 200 years. Guided by our values of working together, doing the right thing, and making a difference, we are committed to delivering a service which helps our members plan their finances and secure their family's future. In a world of financial complexity, we believe in the power of simplicity.
We are currently recruiting for a Member Services Representative (12-month Fixed Term Contract) within the Member Services department to join our team of talented individuals. In this role you will be responsible for:
- Providing an excellent and responsive service to members via inbound calls and emails.
- Being professional, clear and transparent in your approach to members at all times.
- Fully empathising and putting the needs of the member first so that they feel valued and have trust in the organisation.
- Meeting and striving to exceed member services KPIs.
- Being able to use multiple systems simultaneously.
- Maximising any potential sales opportunities by educating the members and potential members about how Shepherds plans can benefit them and their families.
- Dealing with all member enquiries effectively and efficiently.
- Taking ownership of member issues/queries and being proactive in ensuring that solutions are provided to ensure member satisfaction.
- Ensuring that all member queries are resolved in line with internal guidelines and procedures.
- Being proactive in trying to resolve member issues before they result in a complaint.
- Logging any complaints onto the Complaints App and attempting to resolve where possible with a Summary Resolution Communication.
- Updating the appropriate databases with member information.
- Working closely with your member services colleagues to ensure continuity and provision of a seamless service to our members.
- If required, assisting with incoming post and large mailings.
- Scanning all confidential material as required.
- Being fully conversant with all in-house and online systems.
- Being fully aware of all products sold.
- Identifying any material risks that occur in the customer service function. These should be entered onto the Risk Database and appropriately monitored and reviewed.
- Assisting with updating procedures for your department as required.
- Contributing to the implementation of corporate culture initiatives.
We are looking for someone who has:
- Education to GCSE level (Maths & English).
- Proven experience in a tele sales/tele marketing role/customer service focused role.
- Excellent communication skills.
- Strong ability to prioritise and multitask.
- Able to problem solve and take ownership of tasks.
- Experience of front-line complaint resolution would be preferable.
- Good time management skills.
- A passion for customer services and team working.
Most importantly, we offer:
- Salary: Competitive.
- Company Pension Scheme - 8% employer contribution.
- Flexible working hours.
- 25 days annual leave plus bank holidays.
- An extra day off for your birthday.
- Access to wellbeing support services through Nuffield Health and Health Assured including access to 24/7 online GP, discounted gym membership, mental health support, free eye tests and flu vaccinations.
- Company benefits including life insurance, healthcare cash plan, four paid well-being days, and various social and charitable events throughout the year including a volunteering day at a charity of your choice.
- Optional benefits including cycle to work scheme, holiday trading, etc.
- 4pm finish on Friday!
If you think this role would be a great fit for you, please submit your CV and cover letter now by using the apply button provided.
Diversity, Equality and Inclusion: The Society strives to build and nurture an inclusive culture that encourages, supports and celebrates the diverse voices of our people to connect with our members and the communities we serve. We offer a range of family friendly, inclusive employment policies and practices, flexible working arrangements, employee engagement initiatives and office facilities and services to support people from different backgrounds.
Locations
Member Services Representative in Cheadle, Cheshire employer: Career poster
Shepherds Friendly is an exceptional employer located in the vibrant Cheadle village of south Manchester, offering a supportive work culture that prioritises employee well-being and professional growth. With competitive salaries, flexible working hours, and a comprehensive benefits package including a generous pension scheme and wellness support, we empower our team to thrive while making a meaningful impact on our members' financial futures. Join us in a collaborative environment where your contributions are valued, and enjoy unique perks like an early finish on Fridays and opportunities for community engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Member Services Representative in Cheadle, Cheshire
✨Tip Number 1
Get to know the company inside out! Research Shepherds Friendly, their values, and the services they offer. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Member Services Representative, you'll need to be clear and professional. Try role-playing common customer scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues for customers. This will demonstrate your ability to take ownership and provide excellent service.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining us at Shepherds Friendly and ready to make a difference!
We think you need these skills to ace Member Services Representative in Cheadle, Cheshire
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Member Services Representative role. Highlight any customer service experience and your ability to multitask, as these are key for us at Shepherds Friendly.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our values of working together and making a difference. Keep it clear and professional!
Showcase Your Communication Skills:Since this role involves a lot of interaction with members, make sure to demonstrate your excellent communication skills in both your CV and cover letter. We want to see how you can empathise and connect with others.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Career poster
✨Know Your Stuff
Before the interview, make sure you’re familiar with Shepherds Friendly’s products and services. Brush up on ISAs, savings plans, and life insurance so you can speak confidently about how they benefit members. This shows you’re genuinely interested and prepared.
✨Empathy is Key
Since the role focuses on member service, practice demonstrating empathy during your responses. Think of examples where you’ve put a customer’s needs first or resolved an issue effectively. This will highlight your ability to connect with members and build trust.
✨Showcase Your Multitasking Skills
The job requires using multiple systems simultaneously, so be ready to discuss your experience with this. Share specific instances where you’ve successfully managed several tasks at once, especially in a customer service context. It’ll show you can handle the demands of the role.
✨Prepare for Problem-Solving Questions
Expect questions about how you would handle complaints or difficult situations. Prepare a few scenarios where you’ve turned a negative experience into a positive one. This will demonstrate your problem-solving skills and your commitment to member satisfaction.
