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Contact Centre Representative/Member Connect Team Fixed Term Contract
Middlesbrough
Hybrid
Full Time
REQ002682
6 Months Fixed Term Contract
We will be holding an assessment day for this position in our XPS Middlesbrough office on Monday 10th February 2025. Please apply if you are interested in joining our team!
XPS Group is a leading UK consulting and administration business specialising in the pensions and insurance sectors. At XPS, our vision is to create a vibrant place to work where difference is recognised as a strength and where talented people can flourish and achieve their highest potential.
Our Member Connect team continues to grow and we are now looking for an outgoing and experienced member connect to join our vibrant office with hybrid working. This is an exciting role and would most likely suit someone with previous experience in a contact centre role or within a customer services where customer care is of paramount importance. Ideally you will have gained knowledge and experience of handling customers in a variety of situations and are focused on providing a first-class customer service.
The Team
Our award-winning pensions administration business puts scheme members at the heart of everything we do. Our services include scheme administration, first-time outsourcing, member communications and scam protection.
The Role
As a Members Connect Representative with XPS you will:
1. Handle a high volume of inbound calls in a professional and timely manner, ensuring customer satisfaction.
2. Understand customers' needs and provide appropriate solutions or alternatives to meet their requirements.
3. Accurately record and maintain customer information and interactions in a centralised database.
4. Deliver first-class customer service at all times, maintaining a positive and friendly demeanor.
5. Work closely with other business areas.
Your profile
Essential Criteria
1. GCSE grade C/4 in English and Maths
2. Previous experience in a contact centre or phone based office role is preferred, but other customer focused roles including retail and hospitality will also be considered.
3. Must have full right to work in the UK without restriction and have no CCJs.
4. Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
5. Strong interpersonal skills, enabling you to build rapport with customers and handle diverse customer interactions.
6. Demonstrated organizational and planning skills, allowing you to manage multiple tasks and prioritize effectively.
7. Proactive mindset with a desire to improve standards, develop new procedures, and enhance working practices.
8. Ability to work under pressure and handle challenging situations professionally and calmly.
9. Familiarity with CRM software and databases is a plus.
What we offer:
Find out more about Life at XPS
Find out more about Our People Approach
We offer an attractive reward package, typical benefits can include:
1. Competitive salary
2. Participation in annual discretionary Bonus Scheme
3. 25 days holiday plus flexibility to buy or sell holiday
4. Flexible Bank holidays
5. Pension scheme, matching contribution structure
6. Healthcare cash plan
7. Flexible Benefits Scheme to support you in and out of work, helping you look after you and your family covering Security & Protection, Health & Wellbeing, Lifestyle
8. Life Assurance cover, four times basic salary
9. XPS Rewards (offers High Street discounts and savings from retailers and services providers as well as offers available via phone)
10. Employee Assistance Programme for you and your household
11. Access to a digital GP service
12. Paid volunteering day when participating in Company organised events
13. 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 and we look forward to learning more about you. We will consider all applicants and respond swiftly.
Please discuss with the recruitment team, via phone or email, if you require any adjustments to the recruitment process. For example, we can provide materials in an alternative format, or give you extra time in interviews or tests.
The successful candidate will need to demonstrate the following requirements:
1. Right to Work confirmation
2. DBS Disclosure check
3. Employment or educational references covering five years
4. Satisfactory credit check
We continuously strive to build an inclusive workplace where all forms of diversity are valued, including age, background, disability, gender, gender identity, gender expression, race, religion or sexual orientation.
Please note we reserve the right to close our vacancies early and we only accept CVs direct from candidates or our preferred supplier list.
XPS try wherever possible to respond to all applicants if for any reason you have not heard from us within 28 days of your application, please assume you have been unsuccessful on this occasion.
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