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 a fun work culture.
- Why this job: Make a real difference in people's financial lives while developing your customer service skills.
- Qualifications: GCSEs in Maths and English, plus experience in customer service or tele sales.
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.
- 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!
If you think this role would be a great fit for you, please submit your CV and cover letter now to careers@shepherdsfriendly.co.uk.
For further information, please contact 0800526249.
Diversity, Equality and InclusionThe 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: Shepherds Friendly
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 a commitment to inclusivity and a range of benefits including flexible working hours, generous annual leave, and access to comprehensive health support services, employees are empowered to thrive both personally and professionally. Join a team that values collaboration and making a meaningful impact in the lives of our members while enjoying a fulfilling career in the financial services sector.
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 Shepherds Friendly inside out! Familiarise yourself with their products and services, especially how they can help members. This knowledge will not only boost your confidence but also show your genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! Since the role involves a lot of member interaction, try role-playing scenarios with friends or family. This will help you articulate your thoughts clearly and respond to queries effectively.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues. Being able to demonstrate this will make you stand out as a candidate who can take ownership of member queries.
✨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 proactive and genuinely interested in joining the team at Shepherds Friendly.
We think you need these skills to ace Member Services Representative (12-month fixed term contract) in Cheadle
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 mission of making a difference for our members. Keep it professional but let your personality show!
Showcase Your Communication Skills:Since this role involves a lot of member interaction, make sure to demonstrate your excellent communication skills in both your CV and cover letter. We want to see how you can empathise with members and resolve their queries effectively.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Shepherds Friendly
✨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. This will help you answer questions confidently and show that you’re genuinely interested in the role.
✨Empathy is Key
Since the role involves providing excellent service to members, think about how you can demonstrate empathy during the interview. Prepare examples of how you've put customers first in previous roles, showing that you understand their needs and concerns.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific instances where you’ve resolved complaints or issues effectively. Highlight your ability to take ownership of problems and find solutions, as this aligns perfectly with the responsibilities of a Member Services Representative.
✨Practice Multitasking
Given that the job requires using multiple systems simultaneously, consider doing a mock interview where you answer questions while managing different tasks. This will help you feel more comfortable demonstrating your multitasking abilities during the actual interview.
