Customer Services Executive Job description

Salary: Up to £22,550 depending on experience
35 hours per week, Monday to Friday
Based at 1 Wimpole Street

Purpose of the role

Responsible for helping to maintain a high standard of service as a member of the Customer Services team:

  • Provide required levels of service for all RSM existing and potential customers (Meeting agreed SLAs)
  • Provide high quality administrative customer support for membership and events (and other services as required)
  • Undertaking proactive and reactive sales of RSM services to meet required sales targets
  • Reporting customer feedback

Responsibilities

Customer database

  • Inputting of customer data as required onto CRM system, updating records and preparing supporting paperwork
  • Taking customer payments and sending receipts as required
  • Posting relevant payments to customer records
  • Issuing Membership cards and new member packs as required
  • Contact customers who have made incorrect payments for events and resolve any issues
  • Initiate process for any refunds required so that Finance Assistant can process these
  • Ensuring on the day registrations for events are processed and “no shows” updated onto the CRM system

Membership/Customer recruitment and retention

  • Responding to face to face and telephone inquiries from customers to maximise opportunities for joining, attending meetings, using library and cross sell appropriate services
  • Preparing materials for RSM events including production of participants lists, delegate badges, collating 'on the day' materials (N.B. Some/all of these duties will become obsolete with implementation of self service desks for meetings)
  • Taking payments for any “on the day” delegates (NB Some/all of these duties will become obsolete with implementation of self service desks for meetings)
  • Showing prospective members and customers around RSM to generate sales
  • Undertaking outbound telephone calls and emails to sign up new customers and maximise retention
  • Providing cover for Senior Customer Services Executive to include membership renewal processing
  • Participate in rota for education delegate registrations

Membership/Customer recruitment and retention

  • Assistance with Customer/Membership recruitment stand at both internal RSM meetings and external exhibitions
  • Providing relevant administrative support
  • Working closely with colleagues in other departments including the Education, Support Services and Marketing teams to provide best possible customer service.

Person specification

Essential

  • Proven track record of customer service role delivering high standards of service
  • Accurate keyboard skills and extensive knowledge and experience of CRM systems
  • Good communication skills – both oral and written
  • Proven experience of working with many departments and providing customer feedback
  • Understanding of paperless direct debits and other forms of service payment
  • Very good organisational skills and ability to meet deadlines
  • Flexible approach to work which will involve some evenings and weekends
  • Practical hands on knowledge of using Word, Excel and CRM system
  • Positive attitude and demonstrate keen to achieve income targets

How to apply

To apply for the above opportunity please forward a CV and covering letter to Karen Clark at karen.clark@rsm.ac.uk by no later than the 22 March 2019.

The Society is committed to the safeguarding and fair processing of information received from candidates applying for opportunities within it and fully complies with the spirit and regulations of the GDPR. For a full statement about the type of data that the Society keeps about job applicants and the purposes for which it is kept, please read our fair processing notice for job applicants.