To represent RICS Members in the AEMEA region by providing specialist
knowledge on all aspects of the post qualified member journey; acting as an
ambassador in delivering a consistent and high-quality customer experience,
delivered through multiple channels.
This is a 4 months contract position
Key Achievements & Responsibilities
* Support and respond to member enquiries through multi-channel communications within SLA.
* Work collaboratively with your team and stakeholders to achieve a consistently high level of service in line with internal processes, procedures and RICS Customer Service Standards.
* Continually build, develop, share and maintain in depth product knowledge in order to provide a first line response to enquiries.
* Provide specialist advice and solutions in response to enquiries via all communication channels.
* Actively record, update and amend customer information on internal databases to ensure accurate data.
* Actively promote RICS products and services to generate leads
* Strive to improve engagement with members through relationship management.
* Ensure confidential and financial information is secure by complying with data protection regulations (GDPR)
* Work collaboratively with Finance to deal with accounting enquiries
* Support with development and testing of new processes and systems, providing feedback from a customer perspective
* Provide key customer insights for improvements obtained through member engagement
Expected Outcomes
* Minimum 85% service level achieved on phone lines
* Case resolution within 2 working days.
* First contact resolution for all enquiries
* Continued adherence to the RICS customer service standard and charter
* Adherence to Quality Assurance Procedures within RICS
* Increased member engagement
* Identification of sales growth opportunities
Experience Required
* Experience of operating in a Customer Service environment
* Experience of working within AEMEA region
* Fluent in English (spoken and written)
* Possess excellent communication skills with a genuine passion for speaking to customers, understanding and answering their enquiries
* A commercial mindset focused on delivering outstanding customer experience.
* Experience of working in a multi-channel environment
* A sound understanding and ability to work with Microsoft packages
* Adherence to quality assurance procedures
* Ability to build effective relationships with members, the public and stakeholders
* Highly organised with an ability to prioritise work to ensure deadlines are met
* An eager, flexible, team worker who is committed and conscientious
* Ability to act as a positive role model and a desire to make a difference.
* Ability to handle difficult situations in a professional and mature manner
* Committed to improving and developing own personal skills through training and coaching
Job Type: Full-time
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