Verified Job
Customer Support / TeleCaller
Customer Services Adviser (known internally as Member Services Adviser)
Customer Support / TeleCaller
#52180
Remote / WFH
Which?
Job Description
There are 8 roles offering a competitive salary, hybrid working (3 days a month in our Cardiff office), 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.
Salary: £25,000 per annum FTE plus *bonus
Total Package: £27,000 per annum, made up of a salary of £25,000 and an allowance of £2,000 per annum.
The £2,000 allowance is related to working the shift operating hours shifts across Saturdays and Sundays until 5pm and weekdays until 8pm and is not pensionable. If you are no longer required to work the weekday evening shift (up to 8pm) and the full weekend shift (9am-5pm Saturday and Sunday), this payment will cease.
Bonus: We have a discretionary (non-contractual) commission scheme which is subject to change. The current scheme means you can also earn up to an additional £3,000 commission per annum.
Please note: Although we acknowledge that the use of AI tools can be helpful, we want your application to represent you. Please ensure your CV and statement of suitability (if asked to send in this advert) reflect your own voice and experiences.
About the role
As a Member Services Advisor, you will provide outstanding support to our Members across all channels – Phone, Live Chat and Email ensuring we are there whenever and however our Members choose to contact us.
You will work five days a week on a variety of shift patterns designed to meet the needs of our Members within our seven-day-a-week operation. As we continually review and evolve our operating hours to reflect changing Member demand, you will play an important part in supporting these adjustments, helping us stay responsive and accessible.
You will support Members across a wide range of services, from product reviews and buying advice, to lifestyle offerings, campaign information and updates, while identifying their individual needs and guiding them towards the services or products that best meet those needs.
Key responsibilities include:
The ability to use a variety of IT channels (telephony, email, live chat and social media).Previous experience working in a customer focused role with delivery against targets and selling products. Experience of written communications as part of a customer service role.
About you:
Consistently deliver an exceptional standard of customer service to all of our existing and new customers through a variety of channels (telephony, email, live chat and social media).
Take ownership of the customer journey in its entirety from a simple task right through to a customer complaint, and work with relevant teams (where appropriate) to provide the correct resolution for the member.
Personalise the service in order to explore options with the customer, and where possible identify other needs that our products and services can provide.
Develop and maintain a sound knowledge of Which?'s products and services in order to accurately manage and scope queries, whilst dealing with customer enquiries effectively and efficiently.
Be resilient when dealing with challenging conversations. This includes being able to remain calm and professional, even when faced with difficult or angry customers. It also includes being able to listen actively to the customer, understand their concerns, and work with them to find a fair solution.
The interview process for this role involves:-
Initial Contact Call: A 30-minute discussion about your CV and relevant experience.
A follow up 45 minute remote interview with 2 of our managers
Benefits
We also have these benefits for you to consider:
35 hour working week
Generous 28 days holiday a year plus bank holidays and the option to buy additional holiday days
Excellent pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service)
Annual Award (depending on employee and company performance)
Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
A discretionary death in service benefit provision equivalent to six times your annual salary
Free access to Which? member content and free access to Which? money & legal helplines
Salary: £25,000 per annum FTE plus *bonus
Total Package: £27,000 per annum, made up of a salary of £25,000 and an allowance of £2,000 per annum.
The £2,000 allowance is related to working the shift operating hours shifts across Saturdays and Sundays until 5pm and weekdays until 8pm and is not pensionable. If you are no longer required to work the weekday evening shift (up to 8pm) and the full weekend shift (9am-5pm Saturday and Sunday), this payment will cease.
Bonus: We have a discretionary (non-contractual) commission scheme which is subject to change. The current scheme means you can also earn up to an additional £3,000 commission per annum.
Please note: Although we acknowledge that the use of AI tools can be helpful, we want your application to represent you. Please ensure your CV and statement of suitability (if asked to send in this advert) reflect your own voice and experiences.
About the role
As a Member Services Advisor, you will provide outstanding support to our Members across all channels – Phone, Live Chat and Email ensuring we are there whenever and however our Members choose to contact us.
You will work five days a week on a variety of shift patterns designed to meet the needs of our Members within our seven-day-a-week operation. As we continually review and evolve our operating hours to reflect changing Member demand, you will play an important part in supporting these adjustments, helping us stay responsive and accessible.
You will support Members across a wide range of services, from product reviews and buying advice, to lifestyle offerings, campaign information and updates, while identifying their individual needs and guiding them towards the services or products that best meet those needs.
Key responsibilities include:
The ability to use a variety of IT channels (telephony, email, live chat and social media).Previous experience working in a customer focused role with delivery against targets and selling products. Experience of written communications as part of a customer service role.
About you:
Consistently deliver an exceptional standard of customer service to all of our existing and new customers through a variety of channels (telephony, email, live chat and social media).
Take ownership of the customer journey in its entirety from a simple task right through to a customer complaint, and work with relevant teams (where appropriate) to provide the correct resolution for the member.
Personalise the service in order to explore options with the customer, and where possible identify other needs that our products and services can provide.
Develop and maintain a sound knowledge of Which?'s products and services in order to accurately manage and scope queries, whilst dealing with customer enquiries effectively and efficiently.
Be resilient when dealing with challenging conversations. This includes being able to remain calm and professional, even when faced with difficult or angry customers. It also includes being able to listen actively to the customer, understand their concerns, and work with them to find a fair solution.
The interview process for this role involves:-
Initial Contact Call: A 30-minute discussion about your CV and relevant experience.
A follow up 45 minute remote interview with 2 of our managers
Benefits
We also have these benefits for you to consider:
35 hour working week
Generous 28 days holiday a year plus bank holidays and the option to buy additional holiday days
Excellent pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service)
Annual Award (depending on employee and company performance)
Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
A discretionary death in service benefit provision equivalent to six times your annual salary
Free access to Which? member content and free access to Which? money & legal helplines
