Customer Service Executive

at  Memiah Limited

YOUR NEW COMPANY

We are Happiful. Empathetic and hard-working, we are change-makers who are passionate about creating a happier, healthier society. We operate a network of wellness websites - including Counselling Directory, Hypnotherapy Directory, Nutritionist Resource, Therapy Directory and Life Coach Directory. We have over 30,000 professionals currently registered across our network, and pride ourselves on offering impeccable customer service and support, to enable our members to help others.
In addition to this, we have our Happiful website that brings together our products - the directories, our free online magazine and our new app - to help people get the support and information they need. To date, we’ve handled more than 10 million member engagements across all of our platforms.

We are seeking a confident, proactive Customer Service Executive to join our multi-award-winning team in delivering exceptional customer service to our members.
The Membership department is integral to Happiful. We look after all of the professionals listed on our 5 wellbeing directories - including counsellors, psychotherapists, hypnotherapists, coaches, nutritionists and complementary therapists - to ensure they have everything they need to connect with people looking for help. We embody “work hard, play hard”, and are looking for a team-mate who’ll do the same.
This is a busy, but rewarding role in a fast-paced, energetic and ever-evolving environment, where you’ll be working with like-minded individuals who treat every customer with kindness and empathy. We value enthusiastic, confident, compassionate individuals who can collaborate closely with the team, but manage their own workload with minimal supervision - in return, we offer a competitive package, and a working environment where you can genuinely feel as though you’ve made a difference every day.

Day to day, you can expect to be working with the rest of the team to:

• Approve professional applications in line with our lead-times and verification policies.
• Communicate confidently with members, advising of membership approvals, delays in application/additional requirements, following up on complaints or feedback, and resolving payment issues.
• Respond to inbound customer queries via email, telephone and live chat in a professional, courteous, but friendly manner.
• Review profile revisions against our internal policies and T&Cs, and take appropriate action where required.
• Work closely with both customers and internal staff to find resolutions to customer issues, keeping the customer informed at all times.
• Proactively identify opportunities for members to improve their profile performance, and work closely with them to achieve this.
• Educate members, providing walkthroughs, marketing advice, technical guidance and general support
• Process customer complaints, working closely with the customer and the wider business to find a suitable resolution.
• Take customer feedback - good and bad - and feed it back to the relevant parties, discussing it with the wider team and liaising with other internal departments as required.
• Build a strong rapport with the rest of the Membership Services team. We are a small team with a great sense of camaraderie, who work hard and play hard!
• Act as Team Ambassador on a monthly basis, chairing team catch-ups and making sure everyone knows what they need to do to hit our objectives.
• Adhere to our internal GDPR processes and other internal policies at all times.

We focus on quality over quantity, and every single interaction with a customer counts - which is why we’ve won no less than four NiceReply awards for Customer Satisfaction.
This is a full-time permanent role, which offers hybrid working options. You’ll work from our modern office based in Watchmoor Park, with options available to work from home - this means that you should have provisions in place to allow you to do this comfortably and safely.