At a Glance
- Tasks: Provide expert support for UNISON's membership system and resolve complex issues.
- Company: Join UNISON, the UK's leading public services trade union with over 1.3 million members.
- Benefits: Competitive salary, London weighting allowance, and a commitment to equality and diversity.
- Other info: Dynamic work environment with opportunities for professional growth and development.
- Why this job: Make a real impact by supporting a vital system that helps millions of members.
- Qualifications: Experience in systems support, strong problem-solving skills, and a passion for user training.
The predicted salary is between 48787 - 48787 £ per year.
Join the team behind UNISON's 1.3 million member database. You'll provide expert system support, resolve complex issues, deliver training, support system improvements and play a key role in membership audits and major transformation projects.
UNISON has a membership of over 1.3 million members, and its membership system is accessed by 12 Regional Offices, the National Office, UNISON Direct, and more than 700 branches. The RMS Operations Unit oversees all development, training and support for this system, ensuring that this key organising tool meets the union's strategic objectives.
We are looking to appoint a permanent member of staff to support the work that underpins our annual membership audit and UNISON's transformation programme to improve its core membership application. We are seeking a highly motivated person to join the RMS Operations team.
You will provide support and training to users of UNISON's membership system, investigating and resolving complex incidents, supporting system developments, and ensuring users receive a high-quality service. The role includes troubleshooting issues, carrying out membership administration activities, supporting software testing and releases, developing user guidance, and delivering training both online and face-to-face. Occasional travel, including overnight stays, will be required.
The person
You will have experience in systems or application support, with strong analytical and problem-solving skills. You will enjoy supporting users, investigating complex issues and delivering practical solutions. You will be confident explaining technical information in a clear and accessible way and delivering training when required. You should be organised, approachable and committed to providing a high standard of user support. Experience of incident management systems, creating user guidance and supporting business applications is essential. Knowledge of membership systems, software testing or a trade union environment would be advantageous.
UNISON is committed to equality, diversity and inclusion. We encourage you to complete the voluntary Diversity Monitoring Form to help us understand and improve the diversity of our applicant pool and recruitment practices.
Location: UNISON Centre, 130 Euston Road, London NW1 2AY
Contract type: Full time, Permanent
Weekly hours: 35
Starting salary: £48,787 per annum, plus £7,170 London Weighting allowance
Job reference: ORD/54
RMS (Membership System) Second Line Support – UNISON Centre in London employer: UNISON
Unison Ltd is an exceptional employer located in Hyde, Greater Manchester, known for its innovative approach to manufacturing CNC tube bending machines. With a strong focus on employee development, we offer a collaborative work culture that encourages creativity and technical expertise, alongside competitive benefits and a balanced work-life schedule. Join us to be part of a forward-thinking team that values your contributions and supports your professional growth in a thriving industry.
StudySmarter Expert Advice🤫
We think this is how you could land RMS (Membership System) Second Line Support – UNISON Centre in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UNISON. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UNISON before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace RMS (Membership System) Second Line Support – UNISON Centre in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UNISON:Your cover letter is your chance to shine! Tell us why you want to work at UNISON specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UNISON!
How to prepare for a job interview at UNISON
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
