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Sector: Marketing, Advertising and PR
Role: Specialist
Contract Type: Permanent
Hours: Full Time
Email Communications Specialist
Middlesbrough
Hybrid
Full Time
Permanent
REQ:002747
XPS Group is a leading UK consulting and administration business specialising in the pensions and insurance sectors. Our Members Connect Team business continues to grow, and we are now looking for an experienced and enthusiastic email communication specialist to join our vibrant office with hybrid working. This is an exciting role that would most likely suit someone with previous experience in a similar office role where they are proficient with MS Office and handling large volumes of emails.
The Role
As an Email Communication Specialist with XPS you will:
* Respond to Member Emails: Manage the customer service email inbox and respond to member inquiries, complaints, and feedback in a timely and courteous manner.
* Resolve Issues: Address and resolve member issues, escalating complex cases to appropriate departments or supervisors as needed.
* Maintain Records: Accurately document interactions and maintain comprehensive records of email communications.
* Monitor and track trends: Identify and report on common issues or trends in member inquiries to help improve overall customer service processes.
* Develop Standard Responses: Create and maintain a library of standard response templates for common inquiries to ensure consistency and efficiency.
* Collaborate with Teams: Work closely with the administration teams to ensure cohesive and comprehensive support for members.
* Stay Informed: Keep up to date with company products, services, policies, and procedures to provide accurate information to members.
* Contribute to Improvement: Provide feedback and suggestions to improve the overall email communication process and member experience.
Your Profile
Essential Criteria
* Good standard of education, preferably a minimum Grade C in GCSE Maths and English.
* Previous office support experience is a must.
* Excellent written communication skills with attention to detail.
* Strong problem-solving and conflict resolution abilities.
* Proficiency with email management and customer service platforms.
* Ability to manage multiple tasks and prioritise effectively.
* Empathy and patience when dealing with member concerns.
* Previous experience in customer service, preferably in a role involving email communication.
* Right to work in the UK.
What We Offer:
* Competitive salary
* Participation in annual discretionary Bonus Scheme
* 25 days holiday plus flexibility to buy or sell holiday
* Flexible Bank holidays
* Pension scheme, matching contribution structure
* Healthcare cash plan
* Flexible Benefits Scheme to support you in and out of work
* Life Assurance cover, four times basic salary
* XPS Rewards (offers High Street discounts and savings)
* Employee Assistance Programme for you and your household
* Access to a digital GP service
* Paid volunteering day when participating in Company organised events
* Staff referral scheme when you introduce a friend to XPS
What Next:
If you feel XPS could be the next step on your career ladder, please apply directly via the links provided. We will consider all applicants and respond swiftly.
The successful candidate will need to demonstrate the following requirements:
* Right to Work confirmation
* DBS Disclosure check
* Employment or educational references covering five years
* Satisfactory credit check
We continuously strive to build an inclusive workplace where all forms of diversity are valued.
Please note we reserve the right to close our vacancies early and we only accept CVs direct from candidates or our preferred supplier list.
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