This will be for 37.5 hours (8:30am – 5pm), Mon- Fri.
The Member Services Assistant plays a vital role in delivering outstanding member experiences by
providing practical financial solutions and supporting the full member journey. This includes
promptly and professionally handling both inbound and outbound calls, emails, and other forms
of contact, ensuring every interaction reflects our high standards.
The role delivers key activity such as processing new business applications, ISA transfers, and
assisting with claims and underwriting. With a strong emphasis on service-level agreements
(SLAs), the Member Services Assistant helps maintain operational excellence while proactively
identifying opportunities to increase product share and member retention.
Excellent communication skills, a calm approach under pressure, and a genuine commitment to
service are essential to succeeding in this role.
Key Responsibilities
1. Respond promptly and professionally to both inbound and outbound member contact (telephone calls, emails, etc.) and business partners.
· Deliver outstanding member experiences by providing practical financial solutions.
· Focus on timeliness and quality in line with the Member Promise.
· Maintain a calm and helpful approach under pressure, using excellent communication skills.
· Respond to 1:1 and call back requests within agreed SLAs.
2. Proactively identify opportunities to increase product sales by understanding member needs and providing relevant product features.
3. Proactively identify opportunities to maintain member & income levels via retention activity.
4. Process all external post and internal dispatch received and distribute/action accordingly.
5. Assist with the processing of maturities and surrenders where required.
6. Support Member Services in processing new business including ISA transfers.
7. Data input into membership databases) and scanning of member correspondence.
8. Record and follow up on member and prospect interactions, providing support as needed.
9. Help drive service improvement initiatives while maintaining detailed processes and procedures.
10. Any other duties as required by the Membership Services Manager or Chief Executive Officer.
Key Soft Skills/Behaviours
· Member focused with a strong understanding of their needs
· Forward-thinking with the ability to plan and organise
· Proactive and capable of using initiative
· A team player with strong interpersonal skills
· Passionate, positive, reliable and enthusiastic
· Calm under pressure with excellent communication skills.
Essential Skills/Competences
· Sales experience within financial services or other regulated industry
· Two or more years of experience in a customer service or financial services environment
· Good working knowledge of MS Office and general computer literacy
· Target-driven with the ability to work within service standards
· Strong time-management skills
· Adaptable and flexible to deal with fluctuations in workload
Member Services Assistant in London employer: Purple HR
Join DWP Housing Partnership, where we prioritise a supportive work culture and employee well-being. Our Waste Management Team offers competitive salaries, comprehensive training, and opportunities for career advancement in a dynamic environment dedicated to sustainability. With a focus on teamwork and safety, you will find meaningful work that contributes positively to the community while enjoying the benefits of a full-time role with a reliable vehicle provided.
