At a Glance
- Tasks: Engage with members through outbound calls, providing support and building relationships.
- Company: Join a respected membership organisation with a strong purpose.
- Benefits: £28,000 salary, flexible remote work, and supportive team culture.
- Other info: 6-month contract with opportunities for personal growth and development.
- Why this job: Make a real impact by helping members maximise their membership experience.
- Qualifications: Experience in customer service or call centre environments preferred.
The predicted salary is between 28000 - 28000 £ per year.
We’re looking for a confident, people-centred Customer Service Officer to join our client on a 6-month fixed-term contract. This role sits within a busy membership team and focuses on outbound calling campaigns across a range of membership categories. You’ll be speaking with both individual and corporate members, building rapport quickly, understanding their needs, and supporting them with renewals, upgrades, payments and general membership queries. You’ll also play a key role in tracking down missing or outdated contact information to ensure no member is left behind. This is a great fit for someone who genuinely enjoys conversation, connection and problem-solving — someone who thrives on the phone and takes pride in delivering a warm, professional member experience.
Key Responsibilities
- Conduct outbound calling campaigns across multiple membership categories
- Build rapport and engage members in meaningful, value-led conversations
- Advise members on upgrade opportunities, benefits and available options
- Handle renewal reminders, lapsed memberships and missed payments
- Take payments securely and accurately over the phone
- Follow up on unpaid invoices and resolve payment-related queries
- Investigate and update missing or outdated contact information using internal systems and available resources
- Maintain accurate records of all interactions in the CRM
- Work closely with membership and finance teams to ensure smooth processes
- Meet agreed call targets, quality standards and campaign objectives
Skills & Experience Required
- Experience in a call centre, membership, customer service or outbound calling environment
- Confident making outbound calls and engaging in open, friendly dialogue
- Strong ability to build rapport quickly and maintain a professional tone
- Comfortable discussing payments, renewals and upgrades
- Excellent listening and questioning skills
- Strong attention to detail when updating member records
- Ability to track down missing information using internal systems, online tools or available data sources
- Good organisational skills and ability to manage call lists and follow-ups
- CRM experience (any system) is beneficial
Personal Attributes
- Warm, engaging and confident on the phone
- Naturally curious — enjoys conversation and connection
- Resilient and comfortable handling objections
- Proactive and resourceful when information is incomplete
- Reliable, consistent and target-driven
- Positive, team-oriented and committed to delivering a great member experience
Contract Details
- 6-month fixed-term contract
- £28,000 per annum
- Remote or hybrid (minimum 2 days per week in the London office if hybrid)
- Full-time, Monday–Friday
- Immediate or short-notice start preferred
Why This Role Is a Great Opportunity
- Join a respected membership organisation with a strong purpose
- Work in a supportive team that values quality conversations over scripted calls
- Make a real impact by helping members get the most from their membership
- Enjoy a mix of relationship-building, problem-solving and investigative work
- Flexible working with the option to be fully remote
Customer Service Officer - Outbound employer: Illuminate Recruitment Ltd
Join a respected membership organisation that prioritises meaningful connections and values quality conversations. With a supportive team culture, flexible working arrangements, and opportunities for personal growth, this role as a Customer Service Officer offers a chance to make a real impact while enjoying the benefits of remote or hybrid work in London. Embrace a fulfilling career where your skills in relationship-building and problem-solving are truly appreciated.
Contact Details:
Illuminate Recruitment Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer - Outbound
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Illuminate Recruitment Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Illuminate Recruitment Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Officer - Outbound
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Illuminate Recruitment Ltd.
How to prepare for a job interview at Illuminate Recruitment Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Illuminate Recruitment Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Illuminate Recruitment Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
