Customer Support and Engagement Officer

Monday - Friday 36.25 hours a week (core hours 10am - 4pm)-mainly remote working - 2 roles available one until September 2026 the other until December 2026

33,237 p.a.

An exciting opportunity has arisen to work for our client 'an employer of choice' - a professional membership organisation- to work as a Customer Support and Engagement Officer. You are supporting both the members and the public - delivering a high-quality, empathetic service.

Principal accountabilities

Principal accountabilities:

• Frontline Response:
  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.
• Complex Judgement:
  Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate.
• Safeguarding:
  Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols.
• Guidance and Advocacy:
  Provide clear, accurate, and supportive guidance on policies, services, and frameworks.
• Member Engagement:
  Engage with lapsed or at-risk members to support retention and promote the value of membership.
• Collaboration:
  
  Work cross-functionally with other departments to ensure effective resolution of enquiries.
• Professional Representation:
  Represent our client in a professional, respectful, and values-led manner at all times.
• Continuous Improvement:
  Contribute to service improvement through feedback, data collection and collaboration.

Knowledge and experience required

The ideal applicant will have worked within a professional organisation (for example membership, public sector, banking) as a Customer Support Officer, you will need to demonstrate sound judgement, emotional intelligence and professionalism.

Confident accurate IT skills are essential