Customer Service Advisor - FTC

Overview

Job Title: Member & Customer Service Advisor

Working Hours: Full Time, 36 hours per week

Salary: £26,673 per annum

About Us

We are the Chartered Institute of Building (CIOB), the world\’s largest and most influential professional body for construction management and leadership.

About the Role

As a Member & Customer Service Advisor, you will be responsible for effectively responding to inbound enquiries from members, employers, and customers, ensuring a first-class and personalised experience is delivered. To continue delivering exceptional service and improved customer satisfaction and retention rates, encouraging conversations and members to attain Chartered memberships, and ultimately contributing to the delivery of our targets.

Key Responsibilities

• Work collaboratively with team colleagues and other internal and external contacts to achieve department targets/ KPIs and provide a consistently high level of service in line with best practices, internal processes/procedures, and the value framework.
• Provide the first touch into the organisation (via telephone, email, letter, and website enquiries) for Members and Customers who wish to engage with our client.
• Provide advice and solutions in response to all enquiries, minimise transfers of enquiries, identify appropriate next steps, and resolve matters in a timely manner within agreed SLAs.
• Contribute to the annual subscription renewal activity, manage a high volume of calls, take payments, provide advice, and actively promote self-service options.
• Address and resolve complaints where possible, and report or escalate to the Member and Customer Service Manager as appropriate.
• Continuously build, develop, share, and maintain in-depth product/service knowledge to provide a knowledgeable response to all clients.
• Actively seek and record feedback from Members and Customers, including comments on the quality of service and ideas for new products and services.
• Contribute to the development and testing of new processes, systems, and technology to improve customer service.
• Carry out a range of general Member and Customer Service administration as required.

About You

The ideal candidate will have / be:

• Demonstrable experience in a similar role with excellent customer service skills
• Excellent telephone call handling skills
• Ability to communicate confidently, clearly and concisely both orally and in writing
• Ability to work as part of a team, manage and prioritise a busy workload, and be flexible to changing priorities
• Excellent administrative skills, with strong attention to detail and the ability to deliver accurate, high-quality work within defined processes
• IT literate: familiar with MS Office (including Microsoft Teams), CRM software and web applications

Why work for us?

We offer a friendly, flexible and welcoming working environment, with commitment to personal wellbeing and development within your role. We provide a competitive salary and a range of benefits.

• 25 days holiday (rising to 29 with service) plus bank holidays, a birthday day off, and Christmas closure
• A private pension scheme with employer contributions and free pension advice
• Learning and development opportunities to support your career
• Private medical insurance (includes Online GP and Wellbeing Assistance) and a Health Cash Plan
• Enhanced family-friendly policies
• Life Assurance
• Wellbeing resources including an employee assistance programme and mental health first aiders at work
• Commitment to diversity, inclusion and work-life balance

We are proud to hold a Gold Investors in People Award, reflecting our commitment to employees.

How to Apply

Please submit a full CV and covering letter by email to hr@ciob.org.uk. We may consider applications as they are submitted and encourage early applying to avoid disappointment as the vacancy may close sooner than advertised.

Seniority level

Entry level

Employment type

Full-time

Industries

Construction