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\n Senior Customer Experience Administrator \n It is 35 hours and the hours of work are Monday to Thursday 9-5 and Friday 9-2. \n \n Reporting to the Commercial Operations Manager, the postholder leads on the two central functions of this role, the onboarding of new members and the retention of members through their early life with us. Working closely alongside a colleague across both, the postholder ensures that new members experience us as relief, certainty and simplicity from the very first contact, and that they are supported into confident, active and lasting use of their membership. The role sets the standard for the Customer Experience team through the quality and care of its own work, and acts as a confident point of reference for colleagues and members alike. \n \n Key Accountabilities/Responsibilities \n \n Member Onboarding \n · Lead the day-to-day delivery of the member onboarding journey, guiding new members through a supported and structured process that reduces early friction. \n · Separate the capture of commitment from the completion of compliance documentation, so that members are welcomed first and supported through requirements afterwards. \n · Act as a knowledgeable and reassuring point of contact for new members, anticipating questions and removing obstacles before they become reasons to disengage. \n · Monitor onboarding progress, follow up promptly on outstanding items, and ensure no new member is left without a clear next step. \n \n Member Retention \n · Take shared ownership of member retention through the early life of membership, helping new members move from sign-up to confident, active and lasting use of what we provides. \n · Watch for the early signs of disengagement and act promptly to re-engage members, so that relationships are secured before they are at risk of being lost. \n · Work closely alongside a colleague across both onboarding and retention, sharing the workload and giving members a consistent, joined-up experience from first contact onwards. \n · Keep a clear boundary with Marketing, holding early-life retention within the onboarding relationship while campaign-driven reactivation remains with the Marketing team. \n \n Service & Support \n · Manage a varied administrative workload to a consistently high standard, prioritising effectively across competing demands and deadlines. \n · Handle member communications, enquiries, and casework with accuracy, clarity, and a calm, professional tone. \n \n Leading by Example \n · Set the standard for the Customer Experience team through the quality, consistency, and pace of your own work. \n · Support the Commercial Operations Manager in maintaining service levels, managing backlogs, and embedding consistent ways of working. \n \n Continuous Improvement & Collaboration \n · Identify recurring friction points and recommend practical improvements to process, guidance, and member touchpoints. \n · Collaborate with Certification, Marketing, and IT teams as required to resolve member issues and improve the onboarding experience. \n \n Role Requirements \n · Substantial experience in a customer service, onboarding, or membership support role, with a demonstrable record of working to a high standard. \n · Strong written and verbal communication skills with a clear, welcoming, and professional tone. \n · Comfortable using CRM systems, onboarding tools, and managing member documentation. \n · High level of accuracy and attention to detail, especially in initial data entry, documentation checks, and scheme set-up. \n · Organised and able to manage structured workflows across multiple onboarding cases simultaneously. \n · Basic understanding of data protection and compliance principles (e.g., GDPR); willingness to learn CPS-specific requirements (e.g. BRCC, scheme eligibility). \n · The maturity and credibility to lead by example, with a proactive focus on helping new members feel confident and supported. \n · Team-oriented, with a collaborative approach to handover and cross-team communication. \n \n Competencies \n Functional Competencies \n \n • Service Delivery\n, • System Use\n, • Process Awareness\n, • Data Handling\n, • Willingness to Learn\n \n \n Core Competencies \n \n • Customer Focus\n, • Problem Solving\n, • Communication\n, • Collaboration\n, • Attention to Detail\n \n \n Behaviour Competencies \n \n • Action Oriented\n, • Approachability\n, • Compassion\n, • Customer Focus\n, • Integrity and Trust\n, • Interpersonal Savvy\n, • Listening\n, • Patience\n, • Peer Relationships\n, • Perseverance\n, • Personal Learning\n, • Self-Knowledge\n, • Understanding Others\n \n \n Please click the Apply button now to send your CV and covering letter. \n \n

\n Customer Experience Team Executive \n It is 35 hours and the hours of work are Monday to Thursday 9-5 and Friday 9-2. \n \n Can you help deliver exceptional service and support to our members and consumers at key stages of their journey. This role supports onboarding, live support, compliance queries, and engagement initiatives ensuring we maintain a high-quality, responsive, and member-first experience. \n \n Key Accountabilities/Responsibilities \n Service & Support \n · Respond to inbound queries via email, LiveChat, and phone, ensuring timely, helpful resolutions. \n · Support requests related to BRCC, reinstatements, certificate re-issues, and general enquiries. \n · Maintain accurate records in CRM systems and escalate complex cases as appropriate. \n Member Engagement \n · Carry out onboarding follow-ups, ensuring new members feel supported and confident. \n · Participate in reactivation and retention campaigns targeting lapsed or disengaged members. \n · Monitor satisfaction and flag pain points to the CET Manager. \n Knowledge & Process \n · Contribute to internal knowledge base and chatbot documentation. \n · Follow standard operating procedures for scheme changes, reinstatements, and complaints. \n · Recommend improvements to internal workflows or member touchpoints. \n Team Collaboration \n · Work closely with other team members to cover core hours and manage team workload. \n · Collaborate with Certification, Marketing, and IT teams as needed. \n \n Role Requirements \n · Proven experience in a customer service, support, or membership-focused environment. \n · Strong written and verbal communication skills with a professional and empathetic tone. \n · Comfortable working with CRM systems, email management, and online chat tools. \n · High level of accuracy and attention to detail, especially in member data handling and compliance-sensitive processes. \n · Ability to manage multiple tasks and prioritise in a fast-paced, remote-first team. \n · Basic understanding of compliance and data protection obligations (e.g. GDPR); willingness to learn about CPS and PAS 2030. \n · A solution-focused attitude with a willingness to take ownership of issues and see them through to resolution. \n · Team-oriented, with a collaborative approach to supporting colleagues and sharing knowledge. \n \n Competencies \n Functional Competencies \n \n • Service Delivery\n, • System Use\n, • Process Awareness\n, • Data Handling\n, • Willingness to Learn\n \n Core Competencies \n \n • Customer Focus\n, • Problem Solving\n, • Communication\n, • Collaboration\n, • Attention to Detail\n \n \n Behaviour Competencies \n \n • Action Oriented\n, • Approachability\n, • Compassion\n, • Customer Focus\n, • Integrity and Trust\n, • Interpersonal Savvy\n, • Listening\n, • Patience\n, • Peer Relationships\n, • Perseverance\n, • Personal Learning\n, • Self-Knowledge\n, • Understanding Others\n \n \n Please click the Apply button now to send your CV and a covering letter. \n \n \n

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