Description

Fixed term contract - 6 months 3 days per week - Monday to Wednesday (21.75hrs per week) Lutterworth based office - mainly Remote £17.63 per hour - FTE £33,237 An exciting opportunity has arisen to work for our client - an employer of choice. They are a professional membership organisation who are looking for a Customer Support and Engagement Officer. You will be supporting both the members and the public - delivering a high-quality, empathetic service. This role is Monday to Wednesday as part of a job share. Key responsibilities: * Handle a high volume of telephone and email enquiries from members, potential members, and the public, in line with service level agreements * Use empathy, active listening, and non-judgmental support to manage sensitive or complex conversations * Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate * Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols * Engage with lapsed or at-risk members to support retention * Manage, assess, and organise your own workload, monitor volumes, and report back to the Customer Service Supervisor The skill & qualities needed: * Ideally A-level standard or equivalent * Strong experience in an administrative/customer service role, ideally within a customer-focused or emotionally demanding environment * Competence in using CRM systems * Ability to deliver empathetic, professional, and values-led communication * Strong working knowledge of Microsoft Office and ability to learn new systems quickly * Ability to maintain accurate records and contribute to data collection for service improvement * Excellent attention to detail, strong organisation and excellent communication skills with a proven track record of success Benefits: * Enhanced pension scheme * Flexible working patterns * 25 days annual leave, increasing to 30 with length of service * 15 different types of leave, including five paid mental health days each year * Occupational health support * A confidential 24-hour, seven-day counselling service * Corporate yoga service with one-to-one tuition for all abilities * Free parking * Health cash plan Interested? Please apply below. If you have sent us a copy of your CV and not had a reply within five working days, we would kindly ask you to assume your application on this occasion has been unsuccessful. For our Privacy Policy, please see our website. The Caraires Consultancy operates with integrity by treating our clients, applicants and suppliers in a fair and honest manner – as we would wish to be treated