Customer Service - Fleet, United Kingdom - British Institute of Innkeeping

British Institute of Innkeeping

Verified Company

Fleet, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Part time

Description

Do you have a passion for the hospitality industry?

We are looking for an enthusiastic and motivated individual to join the Membership team at BII for a part time role.

KEY RESPONSIBILITIES

Retention of current Members:

Retention of members by providing a first in class membership service and point of contact to our existing members by various communication channels
Make retention calls to current BII members ensuring this is completed at the set points in their membership, ensuring that they understand and are making the use of the BII benefits
Make outbound calls to members for any aspect of membership retention or data integrity purposes.
Occasionally you may be asked to make outbound calls to members who are in payment arrears with the aim to retain membership
Work as a team to ensure all retention calls are made to members and all data is collected

On Boarding New Members:

Answer inbound calls from prospective members and convert these into paying memberships
Work as part of the team on large lists of new members and ensure all new members are loaded to the CRM
As part of the Membership team; ensure all new members are loaded to the CRM system correctly and in a timely manner

CRM:

Ensure the CRM system is kept up to date at all times, checking when making calls to members that the data stored is correct
Ensure that there are no errors on the CRM system using the error reports within the system
Produce CRM reports that will aid the Membership team as well as other BII departments

General Membership Team

Post membership certificates and other materials as and when required
Other general administrative duties as and when required
Attend BII events and roadshows where company partners and suppliers are involved with aim of growing and maintaining relationships.
Any other duties deemed reasonable to assist the Head of Partnerships in the smooth running of the department.

PERSON SPECIFICATION:

Customer Services experience essential
Previous experience of direct telephone calls both inbound and outbound preffered but not essential
Confident, outgoing and able to work as part of a team to achieve one united goal

Skills, Abilities and Knowledge:

Excellent organisational and administrative skills
Proactive, positive and used to working without daily supervision, selfmotivated
Ability to work to clear KPIs
Excellent telephone manner and face to face customer communication skills
Innovative; able to recommend business process improvements
A team player; flexible in work attitude and duties
Good knowledge of Microsoft Office particularly Excel, Word and Outlook
Good knowledge of CRM systems preferred but not essential as training will be provided

This role is a part time and office based with the opportunity for some flexibility.

Monday to Friday 4-5 Hours per day, to be scheduled between the hours of 9.30am - 6pm

Job Types:
Part-time, Permanent

Part-time hours: 20-25 per week

Salary:
£11.00 per hour

Benefits: