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Membership Support Advisor

An exciting opportunity for a part office and part home based temporary role covering 9 months maternity leave. Could lead to a permanent post. . An administrative position assisting with member queries and complaints.  This is heavily email based therefore excellent written English. Full time hours. Previous complaint handling essential and ideally having used the ticketing system on Salesforce.

Job profile

As a Member Support Specialist you will serve as a support resource and contact point for various financial services related products and services. You will be detail oriented, tech-savvy, member-focused, flexible and adaptable and actively take ownership of small tasks and big projects with the same positive attitude. You will be responsible for handling Member Support interactions, root cause analysis of member issues, and improving internal processes & resources to deliver a member centric experience.

Responsibilities

  • Drive service level attainment of assigned tickets to organisational standards
  • Respond to member requests via email, live chats, social channels and/or phone support
  • Perform root cause analysis of assigned tickets
  • Resource for front-line service centre support teams
  • Investigating member complaints and escalated queries to help provide a satisfactory solution/ response
  • Effectively engage and partner with internal stakeholders to deliver a high level member experience

Experience, skills set and/or qualifications required

  • 1-2 years of member support/customer service experience ideal and even better if you have worked within a financial institution
  • Flexible and positive in a rapidly changing environment
  • Experience using a ticketing platform like Salesforce, Zendesk, Desk, etc. strongly preferred especially Salesforce knowledge
  • Complaint handling experience essential
  • Excellent communication skills both written and verbal
  • Accuracy, attention to detail and following instruction are really important

Hours: Mon to Fri ideally 35 hours per week

Location: London based 3 – 4 days per week and the rest home based

Salary: £13 to £14 per hour (the range is dependent upon experience)