About the role
As a Member Services Advisor, you will provide outstanding support to our Members across all channels – Phone, Live Chat and Email ensuring we are there whenever and however our Members choose to contact us.
You will work five days a week on a variety of shift patterns designed to meet the needs of our Members within our seven-day-a-week operation. As we continually review and evolve our operating hours to reflect changing Member demand, you will play an important part in supporting these adjustments, helping us stay responsive and accessible.
You will support Members across a wide range of services, from product reviews and buying advice, to lifestyle offerings, campaign information and updates, while identifying their individual needs and guiding them towards the services or products that best meet those needs.
Key responsibilities include:
1. The ability to use a variety of IT channels (telephony, email, live chat and social media).
2. Previous experience working in a customer focused role with delivery against targets and selling products. Experience of written communications as part of a customer service role.
About you:
3. Consistently deliver an exceptional standard of customer service to all of our existing and new customers through a variety of channels (telephony, email, live chat and social media).
4. Take ownership of the customer journey in its entirety from a simple task right through to a customer complaint, and work with relevant teams (where appropriate) to provide the correct resolution for the member.
5. Personalise the service in order to explore options with the customer, and where possible identify other needs that our products and services can provide.
6. Develop and maintain a sound knowledge of Which?'s products and services in order to accurately manage and scope queries, whilst dealing with customer enquiries effectively and efficiently.
7. Be resilient when dealing with challenging conversations. This includes being able to remain calm and professional, even when faced with difficult or angry customers. It also includes being able to listen actively to the customer, understand their concerns, and work with them to find a fair solution.
The interview process for this role involves:-
8. Initial Contact Call: A 30-minute discussion about your CV and relevant experience.
9. Assessment Activities: at our Cardiff Office (No. 3 Capital Quarter, Tyndall Street, Cardiff CF10 4BZ ) A 120-minute assessment that includes an interview focusing on your skills and experience, a role-play scenario and a team exercise.
10. This is planned to take place on December 9th
Benefits
We also have these benefits for you to consider:
11. 35 hour working week
12. Generous 28 days holiday a year plus Bank Holidays & Option to buy additional days (FTE)
13. Excellent pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
14. Discount site Pluxee which offers large %% off every day shopping and holidays
15. Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
16. A discretionary death in service benefit provision equivalent to six times your annual salary
17. Free access to Which? member content and free access to Which? money & legal helplines
18. Free wills for all Which? employees, plus, partners of employees can make their will at cost price.
19. Work from (almost) anywhere” for 4 weeks of the year policy
About Which?
We promote a great work-life balance (all our roles are now hybrid), offering flexible working options in addition to a full time working week (35 hours) e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at .
Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on .
At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We are proud that we are in the ‘Top 25 Inclusive Employers' List and currently ranking 3rd.
We want to receive applications from everyone. We believe that a diverse workforce helps us to understand and create a positive impact for consumers.
As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying (i.e., would like to apply by phone or post), email. Find out more about the Disability Confident Interview Scheme .
Please note you must meet the essential criteria listed within the Role Profile, to have your application reviewed and we reserve the right to withdraw this advert at any given time due to the number of applications received.