Apprentice Member Services & Retentions Representative

About this opportunity

An exciting opportunity is available at Shepherds Friendly Society Ltd in Cheadle. They are looking for an enthusiastic individual to join the team, providing high quality customer service to their members.

Purpose Of The Job

• To provide an excellent and responsive service to customer queries via in bound calls.
• To be professional, clear and transparent in your approach to customers at all times
• To fully emphasise and put the needs of the customer first so that they feel valued and have trust in the organisation
• Build positive customer relations through outbound calls to improve customer service throughout the company and meet customer expectations
• To meet and strive to exceed customer service KPI’s
• To support the Member Service department in day to day tasks
• To support the Society’s mission, values and principles together with the Society’s policy on conduct risk

Principal Accountabilities

• Deal with all customer enquiries effectively and efficiently and ensure all queries are resolved inline with internal guidelines / procedures.
• To take ownership of customer issues/queries and be proactive in ensuring that solutions are provided to ensure customer satisfaction.
• To make outbound calls to new members welcoming them to the society.
• Assist in answering customer email queries and redirecting them to the appropriate department if needed
• To be familiar with all functions and systems
• Work closely with your customer services colleagues to ensure continuity and provision of a seamless service to our customers
• To greet guests and assist in hospitality matters relating to both internal and external meetings.
• To assist with facilities management
• To assist with incoming post, large mailings, franking of post, all stationery ordering and to scan all confidential material as required
• Be fully aware of all products sold
• To identify any material risks that occur in the function. These should be entered onto the Risk Database and appropriately monitored and reviewed
• To contribute to the implementation of corporate culture initiatives
• Be aware and comply with office health and safety procedures
• Carry out other such duties and responsibilities as required by your line manager or assigned to you by the Society from time to time

What you could go on to do
Possible progression within the company and progression onto the next level apprenticeship.

How you will be supported
Full training and support will be provided by The Growth Company to help you achieve your apprenticeship and reach your full potential in your role.

What will happen next
New applicants to The Growth Company who meet any basic entry requirements of the role will be contacted within two working days to be invited to meet a member of our team. You will then have the opportunity to find out:
• More about this vacancy and any others you are suitable for
• Any training you need to complete
• What the next steps will be

How you could get there
If you would be catching public transport for this role, visit the Journey Planner on www.tfgm.com to see how you would get there and how long it would take.

What you should have to apply

• Educated to GCSE level in at least 5 subjects including Maths and English A-C/9-4

Personal Qualities

• Good interpersonal skills
• Self-starter
• Energetic
• Enthusiastic
• Problem Solver

Skills

• Good communication and numeracy skills
• Ability to prioritise and multitask
• Accuracy
• Good time management skills
• Good interpersonal skills
• Team working