Member Experience Adviser in Huddersfield

We are looking for an individual who is passionate about delivering brilliant customer service and who has experience working in a telephone sales or customer engagement role.

Join our Member Experience team and play a pivotal role in shaping the journey of our members and clients. This role is perfect for someone who thrives on building strong relationships, solving problems with confidence, and delivering exceptional service that drives engagement, loyalty, and growth.

Department: Member Services

Location: Huddersfield

What You'll Do:

• Deliver exceptional support by responding to member and client queries—both reactively and proactively—to ensure timely and effective resolution.
• Support members, helping them quickly understand and experience the value of our proposition.
• Act as account manager for SimplyBiz firms, nurturing long term, value driven relationships.
• Retain members by proactively addressing challenges and resolving issues swiftly and effectively.
• Work to set KPI’s, showcasing performance trends, opportunities, and progress against business goals.
• Gather, interpret, and share meaningful feedback from members and clients to support continuous improvement across the business.
• Contribute to project work and key initiatives that enhance member experience and operational efficiency.

Collaboration & Contribution:

• Work towards defined retention and engagement targets set by the Director of Member Service & Sales and the Head of Member Experience.
• Participate in regular team meetings and calls, contributing ideas, insights, and updates.
• Host and support meetings for internal teams, members, and clients as required.
• Support with ad hoc tasks as needed to help the wider function achieve its objectives.

Essential requirements:

• Educated to a good level of education with a minimum of GCSE (or equivalent) in English and Maths at level 5 / C or higher.
• Experience in recruitment, relationship management, or customer engagement – so we can see you are comfortable in a telephone-based role.
• Demonstrable success in a sales and target-driven environment.
• Strong IT, administrative, and presentation skills.

Desirable requirements:

• Ideally, knowledgeable about the industry, with the ability to translate insight into value for members.

Your approach to work:

• An effective communicator with the confidence to engage at all levels.
• Proactive, organised, and attentive to detail.
• Skilled in problem‑solving, with the initiative to take ownership and drive outcomes.
• A high achiever who builds confidence through professionalism and credibility.
• Strong interpersonal skills, able to build trust and long‑lasting relationships.
• Results‑driven, with a proven track record of delivering success.
• Curious – keen to learn new skills and build knowledge.

Important to know:

• This is a hybrid role based from our Huddersfield office. You'll work from the office with your team 3 times each week.
• Applicants must already hold a legal right to work in the UK without time restrictions and without the need for future sponsorship. We are unable to provide Skilled Worker visa sponsorship.

Equality & Diversity:

Fintel plc and all the businesses within it adopt a zero‑tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.