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Member Services Adviser - Seasonal (Part Time)

Stevenage, Hertfordshire
£11.50 Per Hour
Job Type
1 Sep 2022
The Wine Society is the world s oldest member-owned community of wine lovers, with more than 170,000 members and an award-winning range of some 1,400 wines. Since 1874 we have been doing business differently, putting our members before profit to ensure fairer bottle prices for both the people that enjoy them, and for those who make them. Because we don t need to keep external shareholders happy, we re able to put profits back into lower prices and services, so our members get exceptional quality in every bottle they buy. Job Title Member Services Adviser Reporting to Member Services Team Leader Environment The Society employs 250 staff, across Head-Office, Warehouse and Logistics. Our Member Services department consists of 51 advisors. The role is based at our head office premises in Stevenage and is 100% office based. Member satisfaction is a key performance measure of the department; therefore, you will be a part of the team delivering exceptional service. Salary £11.50 per hour - part time: We have the following part-time opportunities: - 10am to 3pm Monday to Friday - 4pm to 8pm Monday to Friday - 9am to 5pm Saturday and 11am to 5pm Sunday PLEASE ADVISE US OF YOUR PREFERRED WORKING HOURS ON YOUR CV Benefits include: Subsidised Staff Canteen Free Parking Life Assurance Job purpose Member Services advisers will be responsible for providing a first-class service to members and potential new members via member s channel of choice, offering a first point of contact resolution and ensuring high levels of satisfaction are achieved consistently. Accountability Ensuring a positive and satisfied outcome for each member contact dealt with on an individual level, taking care that member expectations are fulfilled or exceeded Principal duties and responsibilities Act as the first point of contact and a strong ambassador of The Society, resolving enquiries, complaints & orders in line with standards and procedures of the contact centre Maintain a high standard of quality in all voice, digital and written member interaction, ensuring an empathetic, professional and personalised approach Accurately evaluate the nature of the enquiry and determine the appropriate action to take Accurately record, store and update information into the relevant systems Take ownership, show initiative and responsibility for resolving member issues, resolving where possible without referring to another team/person, taking a proactive and positive approach Work with members when there has been a failure in service and take ownership to ensure the failure is managed to the member s satisfaction Achieve individual productivity targets to ensure departmental targets are met Ensure maintenance and respect of privacy of members, handling personal information in a sensitive and private manner by ensuring PCI compliance and GDPR regulations are met Actively & positively participate in training and development opportunities, keeping abreast of business changes and the technical requirements of the job, thus ensuring that information to members is up-to-date, accurate and professionally delivered Skills and competencies required Strong computer skills, including Microsoft Office Excellent interpersonal skills, both written and verbal Good attention to detail Strong written and communication skills Strong digital awareness, including web-based systems and social media platforms Personal qualities required Motivated and enthusiastic Team player Positive and flexible approach Interest in wine Empathy Good listener Requirements Educated to GCSE or equivalent Good understanding of and ability to demonstrate customer service competencies Contact Centre Experience Microsoft packages; Word & Excel
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  • Job Reference: 701353932-2
  • Date Posted: 1 September 2022
  • Recruiter: The Wine Society
    The Wine Society
  • Location: Stevenage, Hertfordshire
  • Salary: £11.50 Per Hour
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent