Member Services Representative (12-month fixed term contract) in Cheadle

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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 KPI's.
• 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 be 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 attempt 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, to assist 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. xgikmsk
• 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 focu Please click on the apply button to read the full job description