This vital and exciting new role will focus on engaging with members to recruit, retain, inform and educate. You will be
Job Description Member Engagement Co-ordinator (a pivotal customer service role) Job Purpose: This vital and exciting new role will focus on engaging with members to recruit, retain, inform and educate. You will be required to deliver a high level of customer service, demonstrate a positive and responsive attitude to calls from and to members with a tenacious approach to follow-up activity. The position reports to the Head of Member Engagement. Responsibilities: • • • • • • • • • • • • •
Act as a first point of contact for all inbound telephone enquiries Efficiently and effectively process or refer telephone enquiries to experts Execute campaign telephone communication with current and potential members. Accurately record the output of all member and potential member calls Deliver agreed targets and objectives in line with desired outcomes Process and refer enquiries made through the website Accurately validate, update and cleanse member records during engagement Proactively follow-up outstanding membership applications to point of approval Engage in a programme of retention activity Proactively promote Continuing Professional Development Programme (CPD) Identify and develop new areas of member engagement linked to personas and strategic goals Develop, cultivate and maintain effective working relationships with key stakeholders Develop and maintain efficient and responsive customer-focused links with members and potential members of the Institute, with clients and with other business contacts
Person characteristics: • • •
Advanced customer services skills and experience in a professional environment Positive and responsive attitude Confident, vibrant and thrives in a small team environment
CICM offers: Competitive salary Life Assurance Scheme 25 days paid holiday Employee Gift Days Excellent working environment Pension Plan Health care Free fruit Free parking Working with a dynamic and committed team Terms: Monday to Friday 09:00-17:00 To apply: Please send your cv with a covering letter and salary requirement to Head of Human Resources at
[email protected] Closing date for applications: midnight 6 November 2016 Chartered Institute of Credit Management (CICM), The Water Mill, Station Road, South Luffenham LE15 8NB
[email protected] - 01780 722912 - www.cicm.com
