We are currently seeking a customer service advisor to act as the first point of contact for members, centres, learners and prospective customers, delivering an outstanding customer experience across multiple channels including telephone, email, webchat and social media.
Key Responsibilities:
Customer Service & Support
- Act as the first point of contact for customer, member, centre and learner enquiries across multiple channels.
- Deliver a professional, responsive and customer-focused service, resolving enquiries at the first opportunity where possible.
- Manage complex or sensitive issues appropriately, escalating where necessary.
- Maintain accurate records of customer interactions and activities within internal systems.
- Contribute to achieving customer service KPIs and service standards.
Member, Centre & Learner Support
- Support members, centres and learners with enquiries relating to products, services, registrations, certifications and membership.
- Provide administrative support for centre applications, records and related processes.
- Promote the benefits of membership and support retention, renewal and engagement activities.
- Build positive working relationships with members, centres and key stakeholders.
- Identify and report any concerns relating to malpractice, maladministration or service issues.
Administration & Operational Support
- Maintain accurate customer, member, centre and learner records and documentation.
- Support business processes including reporting, communications, invoicing and payment administration as required.
- Assist with departmental projects and operational activities to ensure effective service delivery.
- Support colleagues and wider team activities during peak periods.
Desirable Knowlegde & Skills:
- Data analysis
- Membership organisation experience and/or Awarding organisation or education sector experience.
- Knowledge of the automotive sector.
- Experience of working with customer feedback and service improvement activity.
- Understanding of GDPR and data protection principles
To find out more about this opportunity or to apply please send your CV along with a covering letter to laurent@theimi.org.uk
Download the job description here.