Member Services Representative (12-month fixed term contract) Contract

Shepherds Friendly is a modern mutual society, offering a variety of adult and children’s financial products and services such as ISAs, savings plans, life insurance and income protection. Located in south Manchester in the heart of Cheadle village, the Society has been providing financial security to members for almost 200 years.

Guided by our values of working together, doing the right thing, and making a difference, we are committed to delivering a service which helps our members plan their finances and secure their family’s future. In a world of financial complexity, we believe in the power of simplicity.

We are currently recruiting for a Member Services Representative (12-month Fixed Term Contract) within the Member Services department to join our team of talented individuals.

In this role you will be responsible for:

• Providing an excellent and responsive service to members via inbound calls and emails.
• Being professional, clear and transparent in your approach to members at all times.
• Fully empathising and putting the needs of the member first so that they feel valued and have trust in the organisation.
• Meeting and striving to exceed member services KPI’s.
• Being able to use multiple systems simultaneously.
• Maximising any potential sales opportunities by educating the members and potential members, about how Shepherds plans can benefit them and their families
• Dealing with all member enquiries effectively and efficiently.
• Taking ownership of member issues/queries and be proactive in ensuring that solutions are provided to ensure member satisfaction.
• Ensuring that all member queries are resolved in line with internal guidelines and procedures.
• Being proactive in trying to resolve member issues before they result in a complaint.
• Logging any complaints onto the Complaints App and attempt to resolve where possible with a Summary Resolution Communication.
• Updating the appropriate databases with member information.
• Working closely with your member services colleagues to ensure continuity and provision of a seamless service to  our members
• If required, to assist with incoming post and large mailings.
• Scanning all confidential material as required.
• Being fully conversant with all in house and online systems.
• Being fully aware of all products sold
• Identifying any material risks that occur in the customer service function.  These should be entered onto the Risk Database and appropriately monitored and reviewed.
• Assisting with updating procedures for your department as required.
• Contributing to the implementation of corporate culture initiatives 

We are looking for someone who has:

• Education to GCSE level (Maths & English)
• Proven experience in a tele sales/tele marketing role/customer service focussed role.
• Excellent communication skills
• Strong ability to prioritise and multitask
• Able to problem solve and take ownership of tasks
• Experience of front-line complaint resolution would be preferable
• Good time management skills
• A passion for customer services and team working.

Most importantly, we offer:

• Salary: £25,500
• Company Pension Scheme – 8% employer contribution
• Flexible working hours
• 25 days annual leave plus bank holidays
• An extra day off for your birthday
• Access to wellbeing support services through Nuffield Health and Health Assured including access to 24/7 online GP, discounted gym membership, mental health support, free eye tests and flu vaccinations.
• Company benefits including life insurance, healthcare cash plan, four paid well-being days, and various social and charitable events throughout the year including a volunteering day at a charity of your choice.
• Optional benefits including cycle to work scheme, holiday trading, etc.
• 4pm finish on Friday!

If you think this role would be a great fit for you, please submit your CV and cover letter now to careers@shepherdsfriendly.co.uk  (Please quote reference Career Poster on your application)  For further information, please contact 0800526249.

Diversity, Equality and Inclusion

The Society strives to build and nurture an inclusive culture that encourages, supports and celebrates the diverse voices of our people to connect with our members and the communities we serve. We offer a range of family friendly, inclusive employment policies and practices, flexible working arrangements, employee engagement initiatives and office facilities and services to support people from different backgrounds.

Tagged as: customer services