Job Description

Advert:
Customer Service Representative (Membership Enquiries)
26,000 + benefits
4-day working week (32 hours)
Up to 12 months fixed term contract (mat cover)
Wimbledon (flexible and hybrid working)
The role
As a Customer Service Representative, you'll represent CIPD to our customers, providing a consistently high standard of customer service, gaining new customers, engaging with, retaining and building long term relationships with existing customers.
What you'll be doing

• Providing advice and solutions in response to customer enquiries, matching and promoting CIPD products and services to meet customer needs and maximise conversions.
• Carrying out a range of outbound calling campaigns, ranging from membership campaigns to sales and market research, in order to further develop customer relationships, increase loyalty and generate conversions to sale.
• Working collaboratively with your team colleagues to achieve a consistently high level of service in line with internal processes and procedures, CIPD Customer Service Standards, and external regulations.
• Using a range of computer applications to accurately enter and amend customer data, to promptly process financial and other transactions, and to build an accurate customer database.
• Carrying out a range of general administration activities including generation of customer letters to support customer enquiries and achieve service levels.
• Attending off site and evening events including customer open evenings, and trade shows / exhibitions to provide face to face advice and to secure conversions.

What you'll need to be successful

• Evidence of sound customer service skills.
• Excellent telephone call handling skills including questioning, probing, listening, establishing rapport, matching and closing.
• Outbound telephone call handling skills to also include up-selling and cross selling.
• Ability to learn and understand high volumes of product information.
• Ability to quickly learn how to use internal IT systems in order to log and retrieve customer information.

• Communicates confidently, clearly and concisely both orally and in writing.
• Able to deal confidently with people at all levels and develop positive working relationships with team members and colleagues.
• Good administrative skills.

• Able to understand and implement operational processes and procedures and an ability to cope with change.

About us
We've been championing better work and working lives for over 100 years. We help organisations thrive by focusing on their people, supporting our economies and societies. We're the professional body for HR, L&D, OD and all people professionals - experts in people, work and change. With over 160,000 members globally - and a growing community using our research, insights and learning - we give trusted advice and offer independent thought leadership. And we are a leading voice in the call for good work that creates value for everyone.
There has never been a more interesting or important time to join us. We offer an inclusive and stimulating culture and a wide range of professional development opportunities, as well as excellent benefits such as 28 days' holiday with an option to buy and sell days, 125 personal development allowance, access to an award winning pension scheme and a commitment to wellbeing including a cashback health scheme.
If this role describes you and your career aspirations, click APPLY.
CIPD empowering people, valuing difference. At the CIPD, we believe that every person brings unique perspectives, experiences and strengths that enrich our workplaces and communities. We see diversity as the wide range of visible and non-visible differences that make each of us who we are -- including, but not limited to: age, colour, disability, ethnicity, education, gender identity, neurodiversity, religion or belief, relationship status, sex, sexual orientation, socio-economic background and other personal and protected characteristics and experiences.
Research continues to show that equality, diversity and inclusion (EDI), drives better decision-making, innovation and problem-solving and in turn better organisational business outcomes. By embracing our differences and creating equal opportunities and inclusive cultures we can build environments where everyone feels respected, valued and able to thrive -- and where both organisational and individual goals are achieved.
We are determined to ensuring employment policy and practice promote and deliver EDI at every stage of the employment relationship. This includes not only recognising and understanding how each individuals personal and protected characteristics can either advantage or disadvantage employment experiences and outcomes, but also to continually strengthen our understanding and sharing the benefits EDI.
Please note, we reserve the right to close or extend this position depending on application numbers. Therefore, we would urge you to submit an application as soon as possible.

Skills Required