Member Services Assistant

This will be for 37.5 hours (8:30am 5pm) Mon- Fri.

The Member Services Assistant plays a vital role in delivering outstanding member experiences by

providing practical financial solutions and supporting the full member journey. This includes

promptly and professionally handling both inbound and outbound calls emails and other forms

of contact ensuring every interaction reflects our high standards.

The role delivers key activity such as processing new business applications ISA transfers and

assisting with claims and underwriting. With a strong emphasis on service-level agreements

(SLAs) the Member Services Assistant helps maintain operational excellence while proactively

identifying opportunities to increase product share and member retention.

Excellent communication skills a calm approach under pressure and a genuine commitment to

service are essential to succeeding in this role.

Key Responsibilities

1. Respond promptly and professionally to both inbound and outbound member contact (telephone calls emails etc.) and business partners.

Deliver outstanding member experiences by providing practical financial solutions.

Focus on timeliness and quality in line with the Member Promise.

Maintain a calm and helpful approach under pressure using excellent communication skills.

Respond to 1:1 and call back requests within agreed SLAs.

2. Proactively identify opportunities to increase product sales by understanding member needs and providing relevant product features.

3. Proactively identify opportunities to maintain member & income levels via retention activity.

4. Process all external post and internal dispatch received and distribute/action accordingly.

5. Assist with the processing of maturities and surrenders where required.

6. Support Member Services in processing new business including ISA transfers.

7. Data input into membership databases) and scanning of member correspondence.

8. Record and follow up on member and prospect interactions providing support as needed.

9. Help drive service improvement initiatives while maintaining detailed processes and procedures.

10. Any other duties as required bythe Membership Services Manager or Chief Executive Officer.

Key Soft Skills/Behaviours

Member focused with a strong understanding of their needs

Forward-thinking with the ability to plan and organise

Proactive and capable of using initiative

A team player with strong interpersonal skills

Passionate positive reliable and enthusiastic

Calm under pressure with excellent communication skills.

Essential Skills/Competences

Sales experience within financial services or other regulated industry

Two or more years of experience in a customer service or financial services environment

Good working knowledge of MS Office and general computer literacy

Target-driven with the ability to work within service standards

Strong time-management skills

Adaptable and flexible to deal with fluctuations in workload

Required Experience:

Junior IC