Reports to: Membership Team Lead
Working pattern: Permanent office-based / Office-based with optional rotational remote working in line with divisional needs
Main job purpose: To process new and renewal membership JCCP and CRS memberships, carrying out full risk assessments where appropriate, along with dealing with email and telephone enquiries and providing support to the wider Membership team as required.
Responsibility and accountability (main focus on JCCP and CRS but covering for other membership schemes):
- Responsible for answering the telephone and leaving system notes for each call where appropriate
- Responsible for dealing with membership and other emails being sent to the info and admin mailboxes, including forwarding emails to relevant persons
- Be the first point of contact (by email, post and telephone) for Members and prospective Members including; making sure welcome packs are sent in the post and responding to emails in line with company SLAs
- Respond to all Member, consumer and other interested/relevant party (email, post and telephone) membership enquiries within agreed timescales
- Chase abandoned registrations, other leads and Members who require renewing and/or emails received and phone calls
- Deal with cancellation, refund and any membership amendment requests
- Deal with all onboarding arrangements with JCCP partner organisations
- Communicate with JCCP executive on various issues raised including arranging and diarising for executive and other JCCP meetings
- Updating JCCP website as required
- Attend trade shows and other events on behalf of JCCP or other brands as and when required
- Develop and maintain knowledge of what is happening in the cosmetic market generally and particularly with JCCP members and prospective members
- Provide other reasonable assistance to the rest of the Membership Team as required
- When required take minutes at meetings, ensuring they are typed up and distributed in a timely manner whilst ensuring confidential and/or sensitive information is kept secure.
Personal responsibilities:
- Adhere to all HFIS and Brown and Brown (Europe) policies and procedures
- Act in line with HFIS company values at all times
- Complete all allocated regulatory topics (My Learning) within specified deadlines each year
- Make sure all Company security procedures, as detailed in the Personal Information Security Policy, are followed and any areas of concern are notified to your line manager
Experience, knowledge and skills needed:
- An excellent level of English and mathematical skills is essential
- Excellent customer service skills with an excellent telephone manner and the ability to communicate clearly and precisely
- Extensive knowledge of working in a multi-channel contact centre environment
- Excellent attention to detail ensuring that high standards of quality are consistently maintained
- Relevant and appropriate knowledge of the Terms of Reference (following training)
- Ability to work within a team environment and to co-operate with team members thereby building effective working relationships
- Sound knowledge of Microsoft Office packages including Excel, Word and PowerPoint and the ability to learn new systems and processes as required
- Drive and self-determination with the ability to find and implement solutions to problems
- Ability to plan and organise making effective use of time and resources
Benefits:
- Company pension
- Employee stock ownership plan
- On-site parking
- Referral programme
- Sick pay
Work Location: Hybrid remote in Borehamwood
