An exciting opportunity has arisen for an enthusiastic, innovative, and confident individual to join our Member Services Team. We are looking for a driven individual with a high level of customer service experience.
We are driven by our values, putting the community first in everything we do. We expect our colleagues’ values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.
In this role you will:
• Support members where complaints are escalated, investigating, resolving and communicating the outcome of complaints in an effective and timely manner.
• Engage with members via various channels including telephone, email and post, supporting the wider Operation with member queries during times of peak demand.
• Provide feedback to the business where improvement opportunities are identified following investigation of complaints.
• Coach and develop front line complaint handling practices to support others’ complaint handling skills to prevent complaints being unnecessarily escalated.
• Carry out root cause analysis, identifying trends and themes in member dissatisfaction and make improvement suggestions to prevent future member dissatisfaction.
• Horizon scan, using Financial Ombudsman findings and regulatory publications, identifying points of interest, and read across before providing these insights into the society.
What you will bring:
• Good knowledge of complaints handling processes and timelines.
• Experience of handling member dissatisfaction, along with excellent communication skills.
What you can expect from us:
• Minimum 25 days holidays, plus Bank Holidays, Birthday Holiday, ‘Christmas Shopping’ Day, Moving House Day.
• Competitive pension with up to 10% employer contribution.
• A comprehensive benefit package.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .