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 December 2026.
- Why this job: Make a real difference by helping others and enhancing member engagement.
- Qualifications: Experience in customer support and strong emotional intelligence 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 - as a Customer Support and Engagement Officer. You will be 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.
Knowledge and experience required: 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. Job in Lutterworth LilyLifestyle Jobs 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 options and a commitment to continuous improvement, employees are encouraged to develop their skills while making a meaningful impact in the community. The role of Customer Support and Engagement Officer not only provides competitive remuneration but also the opportunity to engage with members and the public in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support and Engagement Officer. Job in Lutterworth LilyLifestyle Jobs
✨Tip Number 1
Get to know the company! Research their values and mission. When you understand what they stand for, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your active listening skills. During interviews or calls, make sure to really listen to what’s being asked. This will help you respond more effectively and show that you genuinely care about the role.
✨Tip Number 3
Be ready to share examples of your past experiences. Think of situations where you’ve used empathy and critical thinking to solve problems. This will demonstrate your ability to handle complex queries like a pro!
✨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 keeping you top of mind for the hiring team.
We think you need these skills to ace Customer Support and Engagement Officer. Job in Lutterworth LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support and Engagement Officer role. Highlight your experience in handling enquiries and your ability to provide empathetic support, as these are key aspects of the job.
Showcase Your Skills:Don’t forget to emphasise your IT skills and any relevant experience in professional organisations. We want to see how you’ve used critical thinking and sound judgement in past roles, so give us some solid examples!
Be Personable:Since this role involves a lot of member engagement, let your personality shine through in your application. Use a friendly tone and demonstrate your passion for providing high-quality service to both members and the public.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at The Caraires Consultancy
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Support and Engagement Officer. Familiarise yourself with the key responsibilities like handling enquiries and providing empathetic support. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Empathy
Since this role involves managing sensitive conversations, be prepared to demonstrate your empathy and active listening skills. Think of examples from your past experiences where you successfully handled complex queries or provided support to someone in need. This will highlight your suitability for the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your critical thinking and judgement. Practice how you would handle specific situations, such as dealing with a frustrated member or identifying safeguarding concerns. This will show that you can think on your feet and make sound decisions under pressure.
✨Engage with the Company Values
Research the company’s values and mission. During the interview, align your answers with these values to demonstrate that you’re a good cultural fit. Discuss how you can contribute to continuous improvement and member engagement, which are crucial for this role.
