At a Glance
- Tasks: Support members and the public with high-quality, empathetic customer service.
- Company: Join a professional membership organisation known as an employer of choice.
- Benefits: Competitive salary, mainly remote work, and a supportive team environment.
- Other info: Flexible hours with opportunities for professional growth until 2026.
- Why this job: Make a real difference by helping others and enhancing member engagement.
- Qualifications: Experience in customer support and strong IT skills required.
The predicted salary is between 33237 - 33237 £ per year.
Monday - Friday 36.25 hours a week (core hours 10am - 4pm) - mainly remote working - 2 roles available one until September 2026 the other until December 2026. £33,237 p.a.
An exciting opportunity has arisen to work for our client 'an employer of choice' - a professional membership organisation - to work as a Customer Support and Engagement Officer. You are supporting both the members and the public - delivering a high-quality, empathetic service.
Principal accountabilities:- Frontline Response: Handle a high volume of telephone and email enquiries from members, potential members, and the public, in line with service level agreements.
- Use empathy, active listening, and non-judgmental support to manage sensitive or complex conversations.
- Complex Judgement: Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate.
- Safeguarding: Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols.
- Guidance and Advocacy: Provide clear, accurate, and supportive guidance on policies, services, and frameworks.
- Member Engagement: Engage with lapsed or at-risk members to support retention and promote the value of membership.
- Collaboration: Work cross-functionally with other departments to ensure effective resolution of enquiries.
- Professional Representation: Represent our client in a professional, respectful, and values-led manner at all times.
- Continuous Improvement: Contribute to service improvement through feedback, data collection and collaboration.
The ideal applicant will have worked within a professional organisation (for example membership, public sector, banking) as a Customer Support Officer. You will need to demonstrate sound judgement, emotional intelligence and professionalism. Confident accurate IT skills are essential.
Customer Support and Engagement Officer in Lutterworth employer: The Caraires Consultancy
As an employer of choice, our client offers a supportive and inclusive work culture that prioritises employee well-being and professional growth. With flexible remote working arrangements and a commitment to continuous improvement, employees are encouraged to develop their skills while making a meaningful impact in the community. The organisation values empathy and collaboration, ensuring that every team member feels valued and empowered in their role as a Customer Support and Engagement Officer.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support and Engagement Officer in Lutterworth
✨Tip Number 1
Get to know the company culture! Research their values and mission, and think about how you can align your experiences with what they stand for. This will help you connect better during interviews.
✨Tip Number 2
Practice your active listening skills. During interviews, show that you can empathise and respond thoughtfully to questions. This is key for a Customer Support and Engagement Officer role!
✨Tip Number 3
Prepare some examples of how you've handled complex queries in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your critical thinking skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Support and Engagement Officer in Lutterworth
Some tips for your application 🫡
Show Your Empathy:In your application, make sure to highlight your ability to handle sensitive conversations with empathy and active listening. We want to see how you connect with people and provide support, so share examples that showcase your emotional intelligence.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to explain your experience and skills. We appreciate a well-structured application that makes it easy for us to see why you're a great fit for the role.
Demonstrate Your Problem-Solving Skills:We’re looking for someone who can think on their feet! Include examples in your application where you've successfully resolved complex queries or challenges. This will show us that you have the critical thinking skills we need for this position.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at The Caraires Consultancy
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Support and Engagement Officer. Familiarise yourself with the key responsibilities like handling enquiries and providing empathetic support. Research the organisation's values and how they align with your own.
✨Showcase Your Empathy
During the interview, be prepared to demonstrate your ability to handle sensitive conversations. Use examples from your past experiences where you successfully managed complex queries with empathy and active listening. This will show that you can connect with members and the public effectively.
✨Think on Your Feet
Expect some scenario-based questions that test your critical thinking and judgement. Practice responding to hypothetical situations where you need to resolve a complex issue. Highlight your problem-solving skills and how you would escalate concerns when necessary.
✨Engagement is Key
Discuss your strategies for engaging with lapsed or at-risk members. Share ideas on how you would promote the value of membership and retain members. This shows that you’re proactive and understand the importance of member engagement in this role.
