Member Services Representative

Key Responsibilities

• Deliver excellent customer service by responding to customer enquiries via telephone, email and online channels.
• Process customer requests and administrative tasks accurately and efficiently.
• Manage incoming correspondence, ensuring all information is recorded and actioned appropriately.
• Maintain accurate customer records and update internal systems.
• Work collaboratively with colleagues to deliver a high-quality service and achieve team objectives.
• Meet agreed service levels and performance targets while maintaining attention to detail.
• Provide professional and empathetic support to customers, including those who may require additional assistance.
• Ensure all work is completed in line with company policies, procedures and regulatory requirements.
• Handle confidential information in accordance with data protection and information security standards.
• Identify and escalate queries or issues where appropriate, ensuring timely resolution.
• Participate in ongoing training and development to enhance knowledge, skills and performance.