Job Purpose/Role
To deliver exceptional service and support to our members and consumers at key stages of their journey. This role supports onboarding, live support, compliance queries, and engagement initiatives ensuring that we maintain a high-quality, responsive, and member-first experience.
Key Accountabilities/Responsibilities
Service & Support
- Respond to inbound queries via email, LiveChat, and phone, ensuring timely, helpful resolutions.
- Support requests related to BRCC, reinstatements, certificate re-issues, and general enquiries.
- Maintain accurate records in CRM systems and escalate complex cases as appropriate.
- Carry out onboarding follow-ups, ensuring new members feel supported and confident.
- Participate in reactivation and retention campaigns targeting lapsed or disengaged members.
- Monitor satisfaction and flag pain points to the CET Manager.
- Contribute to internal knowledge base and chatbot documentation.
- Follow standard operating procedures for scheme changes, reinstatements, and complaints.
- Recommend improvements to internal workflows or member touchpoints.
- Work closely with other team members to cover core hours and manage team workload.
- Collaborate with Certification, Marketing, and IT teams as needed.
- Proven experience in a customer service, support, or membership-focused environment.
- Strong written and verbal communication skills with a professional and empathetic tone.
- Comfortable working with CRM systems, email management, and online chat tools.
- High level of accuracy and attention to detail, especially in member data handling and compliance-sensitive processes.
- Ability to manage multiple tasks and prioritise in a fast-paced, remote-first team.
- Basic understanding of compliance and data protection obligations (e.g. GDPR); willingness to learn about CPS and PAS 2030.
- A solution-focused attitude with a willingness to take ownership of issues and see them through to resolution.
- Team-oriented, with a collaborative approach to supporting colleagues and sharing knowledge.
Functional Competencies
- Service Delivery
- System Use
- Process Awareness
- Data Handling
- Willingness to Learn
- Customer Focus
- Problem Solving
- Communication
- Collaboration
- Attention to Detail
- Action Oriented
- Approachability
- Compassion
- Customer Focus
- Integrity and Trust
- Interpersonal Savvy
- Listening
- Patience
- Peer Relationships
- Perseverance
- Personal Learning
- Self-Knowledge
- Understanding Others