Customer Service Advisor - Leeds, United Kingdom - Medical Protection Society

Medical Protection Society

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Introduction

At MPS we protect the careers, reputations and financial security of doctors, dentists, healthcare professionals and organisations around the world.

We do this by providing the most expert, trusted, and valued protection to enable our members around the world to deliver healthcare.

Our Direct Sales and Service department have
12 exciting opportunities for
Customer Service experts to join our Member Services team.

Where you will provide help, guidance, and support to our members in the UK and Ireland.

You will work within our unique contact centre to deliver a service that encompasses all our values and put the members at the heart of everything we do.

What to expect:

There's lots to learn prior to you starting your role, but don't worry We have a fantastic, dedicated training team who as part of your induction we will ensure you have all the knowledge and skills you need; providing you with a bespoke, fully paid 5-week training programme.

The training will start on
Monday 20th May 2024, and we will need your full attention during this time, so we won't be able to accommodate any annual leave during the first five weeks.

After training you will move into our high support graduation bay where you will refine your new skills and work with our brilliant established team of customer service experts.

What happens next:

About the role:

We have a mixture of 8 full time & 4 part time roles available; full time shifts are Monday to Friday between the hours of 08:00 and 18:30.

Our working week is 37.5 hours in total and our shifts work on a rolling rota of 08:00 - 16:30, 09:00 -17:30 and 10:00 18:30.

Part time shifts are hrs any time between 10:30 to 3pm. This shift would support the lunch time period.

This role sits under our 'hybrid' persona meaning a blend of home and office-based working, to suit you and the needs of the business.

You will be provided with full equipment and support to fulfil your role.

Please note the 5-week induction and training period will be primarily office based and run from 08:30am to 5pm; this is to provide you with the best possible support during the start of your journey with MPS.

Role Responsibility

Take ownership of member enquiries managing them through to earliest possible resolution and making sure all actions are recorded on the relevant database.
Act as first point of contact and resolution for complaints, issues, and disputes. Ensuring any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.
Work in collaboration with other business areas when needed to ensure that the service to the member is as seamless as possible.
Experience within a customer service call centre
Expert communication skills
Good attention to detail
Experience building rapport with customers
Confidence in learning and retaining new information
Competent IT skills, able to navigate computer equipment and use Microsoft Office products such as Teams and outlook
Demonstrable experience in handling difficult conversations showcasing empathy and emotional intelligence
Ability to work as part of a team in a fast paced and dynamic environment.

Package Description

Up to 10% discretionary annual bonus
Starting salary
£24,500, progressing to £26,500 by working through our talent development framework, with the potential to reach
£29,500 at the mastery level.
11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
25 days annual leave plus flexible bank holidays (option to buy/sell 5 days)
Private Medical Cover
Healthcare cash plan
6x salary death in service
Paid volunteering day
A personal GP service enabling you to get a video consultation with an NHSregistered, private GP
Employee Assistance Programme
A range of shopping discounts from major highstreet retailers