Part time Customer Support Officer

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.
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