At XPS Group we operate a hybrid/flexible working style. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, sexual orientation, religion or belief. As part of our Disability Confident pledge we run the ‘Offer an interview’ scheme at XPS. If you have a disability and meet the ‘essential criteria’ described in the person specification for the role being applied for, you are guaranteed an interview.
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included. As disability confident committed, we will support all applicants throughout the recruitment process. Each stage of the process is inclusive and offers reasonable adjustments where required.
Job details
Location: Middlesbrough
Contractual hours: 36.25
Basis: Full time
Job category/type: XPS Administration
Date posted: 20/01/2025
Job reference: REQ002747
Job description
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.
The Role
As an Email Communications 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.
* 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 and we look forward to learning more about you. 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.
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