Member Services Associate

at  Rewards4

Position: Member Service Associate
Job Status/Type: Permanent.
Location: Hybrid - Burton upon Trent.
Salary: £23,000 per annum rising to £25,000 per annum after successful probation.
Rewards4 are the largest operator of sports-based loyalty and rewards programmes in the UK and Ireland.
Our business is trusted by over 60+ sports clubs, racecourses and sports organisations and with over two million passionate sports fans saving over £55 million on tickets and merchandise, we are growing at pace.

WHAT WE ARE LOOKING FOR:

• Experienced in working in a busy customer service team.
• Excellent communication skills, with the ability to articulate well both in written form and verbally to our customers, partners, and other internal stakeholders.
• Strong listening skills – accurately assesses enquiries to achieve the best solution.
• Good standard of IT skills, including Microsoft outlook, Word and Teams.
• Experience in using Customer Service Management platforms, such as Zendesk is desirable.
• Pays close attention to detail, prides themselves on accuracy and takes jobs through to completion.
• Has the ability to prioritise and can plan and organise workload.
• Maintains a high level of focus, productivity, and direction through self-motivation.
• An excellent team player.
• Ability to deal with difficult situations whilst remaining professional and courteous – seeking support and guidance as appropriate.

QUALIFICATIONS / PROFESSIONAL MEMBERSHIP:

• GCSE English and Maths (Level 5) (C) or above – essential.
• Level 2 Diploma in Customer Service / Customer Services-related qualification desirable.

THE ROLE:

Based in our offices in Burton on Trent, with the opportunity for hybrid working, we have an exciting opportunity for a highly motivated, personable and digitally savvy, Member Services Associate to join our growing team.
Assisting members to utilise and get the best out of our rewards programmes, you will be a natural people person with ample amounts of customer service exposure and the skills to switch effortlessly between emails, and calls while maintaining exceptional experience for our members. Please note, that email is predominately our method of member communication.
The role will be expected to work collaboratively within their own team and other teams across the business.

KEY RESPONSIBILITIES:

• To provide outstanding member support across our sporting programmes via all customer contact channels; email, telephone, and other touchpoints (such as live chat) as and when introduced.
• To respond to all member correspondence in a timely and professional manner in line with SLA’s and internal KPI’s.
• To communicate with our sporting partners and other key commercial contacts to obtain information which enables you to respond effectively to member queries.
• To proactively encourage further programme engagement through the delivery of tailored communication to our members.
• To ensure that customer service processes and procedures are followed correctly at all times.
• To complete weekly customer service due-diligence checks.
• To take on additional responsibilities in the Member Services team as and when necessary, to support the team to meet its deadlines and to further support your learning and development in role.