Member Journey Advisor – Maternity cover

  • Full Time
  • London
  • Salary: £22000-24500
Application deadline: 14/05/2021

Website The Chartered Quality Institute

Job Seniority: Administrator
Job Function: Member Services

The CQI is a respected professional body and charity with a small team of around 50 people.

Our role is to champion quality in business. We do this by supporting quality and auditing professionals at all levels, and companies in all sectors to deliver value to customers, stakeholders and society.

Key responsibilities

This role is responsible for retaining CQI members and IRCA registrants by delivering excellent customer service to all existing members of both the CQI and IRCA.

  • Responding to and following up all assigned enquiries via email, telephone and letter, using active listening and questioning techniques to uncover the customer’s needs and offer the best advice
  • Replying to member enquiries in a pro-active, timely, professional and polite manner
  • Logging all enquiries and opportunities on the CRM system
  • Managing assigned cases as the single-point of contact and owning the outcomes
  • Conducting initial reviews of re-grades and re-certifications. Proactively providing help to members to ensure their successful regrade/recertification e.g. if they need to provide additional information for the technical evaluation etc
  • Communicating offers in accordance with agreed processes in a professional and tailored manner
  • Recognising opportunities for organisational growth, taking ownership or escalating these where appropriate
  • Supporting retention campaigns, taking direction from the Member Journey Manager, passing feedback to relevant colleagues as required in order to maximise retention rates
  • Following agreed processes and procedures; suggesting changes to support continuous improvement
  • Maintaining accurate and up to date records at all times on the CRM
  • Undertaking testing of the system and/or process developments where required
  • Working collaboratively with colleagues across the organisation on cross-team projects
  • Achieving and exceeding objectives and targets as agreed with the Member Journey Manager
  • Supporting colleagues within the Individual Membership Team as required
  • Any other activities as directed by the Member Journey Manager, within reason.

General responsibilities

  • Proactively contributing to the organisation’s operational planning, identifying synergies and opportunities for sharing knowledge and best practice, contributing to operational planning where possible
  • Acting as an ambassador for the IRCA brand, representing the organisation internally and externally
  • Any other activities as directed by the Member Journey Manager, within reason.

Skills and behaviours

  • Strong professional pride, committed to helping customers and delivering an excellent service
  • Used to working in a routine environment
  • Excellent communication skills, with the ability to speak clearly, professionally and engagingly on the telephone, and to write grammatically correct, simple, clear and professional emails in accordance with agreed style guides
  • Ability to work on own initiative as well as part of a team, with a collaborative and inclusive
    approach to work
  • Proactive, with a positive attitude and ability to embrace opportunities and change
  • Problem solving; able to think outside the box and seek solutions using the resources available
  • Strong attention to detail, able to work accurately and effectively
  • Able to take personal responsibility for managing own workload, multi-tasking where required
  • Able to understand and apply complex business knowledge
  • Empathy with the charitable objectives of the organisation
  • Confident working knowledge of MS Office (Word, Outlook and Excel) and databases
  • Commitment to taking ownership of work including escalating where appropriate
  • Sees the bigger picture and able to apply it to decision making

Additional information

This is a full-time (35 hrs per week) maternity cover contract, the length of which will be directly dependent on the current postholder’s maternity leave plans. It is likely that the maternity leave cover will be required for 9-13 months. The successful candidate will be based from home (during the pandemic) and in our office in Chancery Lane in London.

Benefits include: 25 days holiday, increasing by one day for every year of service to a maximum of 30 days, plus UK bank holidays (pro rata), employee assistance programme, career development, pension scheme, life assurance benefit, interest-free season ticket loan, eye care vouchers, long service award.

Please include a covering letter with your CV which sets out how you meet the requirements of the role.

The CQI is looking for someone available to start no later than Monday 15th June.

Interviews will be held digitally.

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