Job Description

Are you passionate about delivering exceptional customer service, ensuring accuracy, and supporting members within a global organisation?

Do you thrive in a fast-paced environment, juggling multiple tasks with efficiency, precision, and a proactive mindset?

Could you be our next Member and Customer Relations Executive, helping to enhance member experiences while maintaining the highest standards of accuracy and service?

Member and Customer Relations Executive

Up to 24,000

6 Month Fixed Term Contract /Full Time

Futures Place, Stevenage

At the IET, making our world a better place starts by creating a better place for our people. At the IET you'll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working with us has real meaning and impact, and you'll grow - professionally and personally - in ways you never thought possible. We're also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.

What you'll be doing

As a Member and Customer Relations Executive, you will play a key role in delivering outstanding service to existing members and customers, primarily through inbound telephone calls and emails. You will proactively assess their needs, provide guidance on relevant products and services, and support engagement and retention efforts.

Your responsibilities will include managing customer interactions through a CRM system, ensuring all information is accurately recorded and utilised for personalised service. You will be expected to meet activity targets, adhere to Service Level Agreements, and contribute to a seamless onboarding experience for new members. Additionally, you will act as an advocate for members and customers, ensuring their feedback informs internal improvements.

You will also handle sensitive customer information with accuracy and confidentiality, process payments efficiently, and represent the IET at relevant events.

What we hope you can bring to the role

We are ideally looking for someone with experience in a customer service or relations role, preferably within a professional membership body or similar organisation. Strong IT proficiency, particularly in using CRM systems and Microsoft Office applications, is essential.

You should possess excellent written and verbal communication skills, a professional telephone manner, and the ability to work independently while collaborating effectively with internal teams. Strong organisation and time management abilities will be key, as well as a proactive approach to learning and adapting to new systems and processes.

Experience in handling sensitive data and processing payments is highly desirable, along with a passion for creating a positive and inclusive work environment.

Please note, this role is a 6 month Fixed Term Contract.

We'd love to get to know you

Is Imposter syndrome creeping in? Don't worry - we'd rather hear from you this time than not hear from you at all! Read on for a little more information about the role; but also, keep in mind that we're open to discussing flexible ways of working, including reduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work.

A little more about the role

Proactively engage with new and existing members and customers via telephone, email, and SMS. Maintain accurate and up-to-date records within the CRM system. Achieve weekly and monthly activity targets set by the Relations Manager. Ensure Service Level Agreements are met for relevant products and services. Provide a seamless onboarding experience for new members, ensuring they are fully aware of all IET products and services. Process membership applications, assessing eligibility and assigning appropriate membership categories. Act as an advocate for members and customers, sharing their feedback and concerns with internal stakeholders. Collaborate with internal teams to align customer experience initiatives with broader organisational objectives. Track personal lead performance metrics, focusing on customer satisfaction, conversion rates, retention, and upselling opportunities. Handle sensitive customer information, including payment details, with accuracy and confidentiality. Represent the IET at relevant events as required.

A little more about what we're looking for

Previous experience in a Customer Service or Relations role is essential; experience within a professional membership body or similar organisation is highly preferred. Strong proficiency in CRM systems and Microsoft Office applications. Excellent written and verbal communication skills, with a professional telephone manner. Strong organisation and time management skills, with the ability to prioritise tasks effectively. Experience in processing payments and handling sensitive customer data with care. A proactive and positive approach to problem-solving and customer engagement. Ability to work independently while contributing to a collaborative team environment. Passion for creating an inclusive and supportive work culture.

What if you could be you?

The IET is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To find out more, head over to our 'Work for the IET' site.

By submitting an application for this role, you hereby consent to the processing of your personal information by iRecruit, our Applicant Tracking System tool, in accordance with applicable data protection laws and our privacy policy. Full information on our Recruitment Privacy Statement can be here: Recruitment Privacy Statement (theiet.org). Full information on our Privacy Statement can be found here: Privacy (theiet.org).

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: Up to 24,000.00 per year

Additional pay:

Yearly bonus
Benefits:

Additional leave Bereavement leave Company pension Employee discount Enhanced maternity leave Life insurance Paid volunteer time Private medical insurance Referral programme Work from home
Schedule:

Monday to Friday
Work Location: In person

Reference ID: E&G057