Customer Service Manager

Job Title: Customer Service Manager

Contract: Part-time (25-30 hours per week, ideally across Mon-Fri) or Full Time (37.5 hours per week)

Working Model: Working from home (UK) with co-working twice a month (Warwickshire) and quarterly team meetings

Salary: £24,000 - £28,000 pro rata

Start Date: Asap

Duration: 12 months FTC (with plans to convert to permanent)

My client, a membership organisation is currently recruiting for a Customer Service Manager.

The main purpose of this role is to provide excellent customer service to their members, learners and prospective applicants for individual, course and consultancy accreditation. The candidate will be in charge of the administration of their accreditation processes, ensuring their rules and regulations are followed and interactions are recorded in their Association Management System (AMS), and providing guidance and support to prospective applicants and assessors.

Main Responsibilities of the Customer Service Manager:

• Professional membership: Managing and administrating professional membership application process: Performing pre-assessment check of applications, raising invoices for application fees, completing process and send certificates.
• Training and degree course accreditation: Managing and administrating course accreditation application and re-accreditation process: raising invoices for annual licence fees, processing and recording course content changes.
• Registered Consultancies: Managing and administrating the accreditation application and re-accreditation process: Subscription renewals.
• Being first point of contact for incoming application or upgrading queries.
• Planning, scheduling, conducting consultations, and running online information sessions.
• Supporting development of additional guidance and online application portal.
• Recruiting, training and on-boarding assessors.
• Offering guidance for members, verbally, in written documentation and online sessions.
• Managing access to online Mentoring Hub.
• Ensuring that all member engagement touchpoints as well as leads for membership, consultancy and course accreditation are logged in AMS.
• Membership and Learner Services: Organising and running online and in-person members events, assisting with member calls, updating and maintaining the Learning Management System, responding to learning and professional development related inquiries.

Essential Skills:

• Minimum of 4 NVQ Level 2, GCSE grades 4 and above, O Level grade C and above, or equivalent qualifications.
• IT competencies: Advanced - Office Suite (Outlook, Excel, PowerPoint, Word, Teams).
• Proficient presentation skills, online and in person.
• Excellent written and verbal communication skills.
• Detailed understanding of ASM or databases and the needs of data management.
• Strong organisational skills to ensure multiple projects and deadlines are achieved.
• Prominent level of accuracy and diligence, and excellent attention to detail.
• A professional manner and attitude, approachable and friendly.

To apply for the Customer Service Manager role please send us your CV and indicate your notice period.

Due to the volume of applications we are only able to contact successful applicants. Therefore if you have not heard from us within 10 working days please deem your application as unsuccessful on this occasion.

Membership Bespoke is acting as recruitment business in relation to this role. Membership Bespoke positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Membership Bespoke remains the only specialist recruitment organisation in the UK, which offers a dedicated service tailored to the needs of Trade Associations, Unions, Professional and Regulatory Bodies.