Job Description

Advert:

Customer Service Representative (Learning Enquiries)

25,000 + benefits

Permanent

4-day working week (32 hours)

Wimbledon (flexible and hybrid working)

The role

You'll be part of the Learning Enquiries team and you will represent CIPD by handling inbound and outbound calls and emails, providing exceptional customer service to attract new customers, engage and retain existing ones, and build lasting relationships. This role focuses on identifying opportunities through each interaction to introduce and promote CIPD products and services, including CIPD Learning, membership, qualifications, experience assessment and upgrading and maximising customer loyalty and value.

What you'll be doing

Responding to customer enquiries with tailored advice and solutions, effectively aligning CIPD products and services to customer needs to optimise conversions.


Continuously expanding, maintaining, and sharing in-depth product knowledge to deliver informed responses, enhancing the value of service provided to customers.


Conducting various outbound calling campaigns, including membership, sales, and market research initiatives to strengthen customer relationships, boost loyalty, and drive sales conversions.


Collaborating effectively with team members and internal and external contacts to deliver consistently high service levels, adhering to CIPD Customer Service Standards, internal processes, and external regulations.


Proactively gathering and documenting customer information, including service feedback and suggestions for new products, to identify trends and provide recommendations for improvement.


Utilising various computer applications to accurately input and update customer data, processing financial and other transactions promptly, and maintaining a reliable and comprehensive customer database.


Completing general administrative tasks, including generating customer letters to support enquiries, entering data, processing payments for memberships and courses, and registering participants in CIPD learning programs


When required to attending off-site and evening events, such as customer open evenings and exhibitions, to provide in-person guidance and drive customer conversions.


Taking part in the development and testing of new processes, systems, and technologies, offering feedback to ensure a customer-centric perspective.

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. Ability 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.