At a Glance
- Tasks: Provide top-notch service to members via calls and emails, resolving queries efficiently.
- Company: Join Shepherds Friendly, a modern mutual society with nearly 200 years of experience.
- Benefits: Enjoy a competitive salary, flexible hours, and generous annual leave plus extra perks.
- Other info: Be part of a diverse team with great career growth and community engagement opportunities.
- Why this job: Make a real difference in people's financial lives while developing your customer service skills.
- Qualifications: GCSE education, customer service experience, and excellent communication skills required.
The predicted salary is between 25500 - 25500 £ 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.
Responsibilities- 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 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.
- Education to GCSE level (Maths & English).
- Proven experience in a tele sales/tele marketing role/customer service focussed 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.
- Salary: £25,500.
- 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!
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.
Member Services Representative (12-month fixed term contract) in Cheadle employer: P Ducker Systems Ltd
Shepherds Friendly is an exceptional employer located in the vibrant Cheadle village of south Manchester, offering a supportive and inclusive work culture that prioritises employee well-being and development. With a strong commitment to customer service, employees enjoy flexible working hours, generous annual leave, and a range of benefits including a company pension scheme and access to health support services. The Society fosters a collaborative environment where team members are encouraged to grow and make a meaningful impact in the lives of our members.
StudySmarter Expert Advice🤫
We think this is how you could land Member Services Representative (12-month fixed term contract) in Cheadle
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Shepherds Friendly's values and services. This will help you connect with the team and show that you're genuinely interested in making a difference for their members.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with members over the phone and via email, it’s crucial to sound professional and clear. Try role-playing with a friend to get comfortable with common customer service scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a complaint into a positive outcome. This will demonstrate your ability to take ownership and resolve issues effectively.
✨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 the team at Shepherds Friendly right from the start!
We think you need these skills to ace Member Services Representative (12-month fixed term contract) in Cheadle
Some tips for your application 🫡
Show Your Customer Service Skills:When you're writing your application, make sure to highlight any experience you have in customer service. We want to see how you've gone above and beyond for customers in the past, so share specific examples that demonstrate your skills!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and get straight to the point. We appreciate a well-structured application that makes it easy for us to see why you'd be a great fit for the role.
Tailor Your Application:Make sure to tailor your application to the Member Services Representative role. Reference the job description and show us how your skills and experiences align with what we're looking for. This will help us see that you’re genuinely interested in joining our team!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us during the hiring process!
How to prepare for a job interview at P Ducker Systems Ltd
✨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 confidently discuss how these can benefit members. This shows your genuine interest and helps you connect with the role.
✨Empathy is Key
Since the role involves dealing with member enquiries, practice demonstrating empathy during your responses. Think about how you would feel as a member and how you’d want to be treated. This will help you convey the right attitude during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you’ve effectively resolved customer issues in the past. Highlight your ability to take ownership of problems and find solutions, as this aligns perfectly with the responsibilities of a Member Services Representative.
✨Be Ready to Multitask
The job requires using multiple systems simultaneously, so be prepared to discuss your experience with multitasking. You might even want to mention specific tools or software you’ve used before, which can demonstrate your adaptability and tech-savviness.
