Customer Services Manager (Membership Services) - Devon

c£30-35k, 25 days holiday, Pension - Customer Services
Ref: 193 Date Posted: Monday 19 Apr 2021
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This is an opportunity to join an exciting, high growth business whose head office is based in Devon. The role is home based but has the need to be able to travel to Devon for occasional meetings as required. This role will report to the Head of Operations. The key purpose of this role is to lead the Member Services and Online teams in providing a first class membership service to ordinary and licensed members. The requirements of the job will be many and varied, commensurate with the needs of a dynamic, high growth business. Leading the Membership Services Team, responsibilities will include, but not be limited to:

  • Ensuring exceptional customer service and relationship building
  • Overseeing and developing communications with members, in collaboration with the Marcomms team and in response to need
  • Critically evaluating activities and contributing to improved processes and membership services
  • Maximising the number of licensed members that renew their annual licence and minimising drop-offs
  • Management of all aspects of trainer development to include but not be limited to the Annual Trainer Seminars, Trainer Quality Assurance and New Trainer Mentoring for newly qualified trainers
  • Supporting the regional team with retention of settings based on Online data
  • Attendance at monthly managers meetings and preparation of associated reports
  • Working collaboratively alongside all other managers to ensure that operational targets are met
  • Continuing to develop and administer a comprehensive package of membership benefits
  • Overseeing and leading departmental and inter-departmental projects when needed
  • Driving process and systems change in line with company growth
  • Liaising with the wider organisation to feedback and feed forward key membership and Online information
  • Mentoring and developing team members

Essential skills, knowledge and experience:

  • Previous team leader/management experience​​ within a customer services focused role
  • Familiarity with CRM systems and database management
  • Ability to work on multiple projects at once
  • Excellent communication skills; written and oral and an excellent telephone manner
  • First class customer service and relationship building skills
  • Demonstrate commercial awareness
  • Highly numerate and literate
  • Attention to detail and a high level of accuracy

Desirable skills, knowledge and experience:

  • Educated to degree level

Person requirements:

  • Ability to build and develop strong and nurturing relationships with all team members and clients
  • Ability to be respectful and inclusive of others
  • Ability to work collaboratively with other internal teams
  • Ability to work on own initiative as well as part of a team
  • Ability to organise, prioritise and multi task, whilst being confident to make decisions in a fast-paced environment

In addition, you are expected to embody our core values which are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun Irrespective of Job Title and Job Description, a general requirement is for you to remain flexible and responsive to the needs of our clients, the business and other members of the team.

Package

  • Annual salary dependent on qualifications and experience
  • Holiday entitlement of 25 days per annum plus bank holidays (pro-rata)
  • Discretionary annual pay review
  • Discretionary annual bonus
  • Fun fund for company events ​

This is a Full Time / 1 year FTC to cover maternity leave. Hours: Monday to Friday 9am – 5.30pm.

Employment will be subject to receipt of two references, confirmation that you are eligible to work in the UK and the satisfactory outcome of a check by the DBS.