Member Representative Apprentice (Full Time)
Position
Member Representative Apprentice (Full Time 35 hours per week)
Purpose of Role
As an Apprentice Member Representative you will develop the skills and knowledge needed to support our members with Hanley Economic’s range of products and services. You will learn how to:
- Deliver distinctive and effective customer service in all interactions.
- Act as a first point of contact for members and help safeguard their interests
- Work as part of a team to contribute to a first class customer experience, always putting the customer at the centre of what we do
This is a developmental role designed to provide hands-on experience, training and professional growth within the branch network.
Responsibilities
Whilst it is important to acknowledge that each branch is individual, working together as a network is imperative to deliver the best version of each branch resulting in a high level of customer satisfaction.
Achievement of positive customer outcomes over a balanced scorecard, ensuring the customer is at the heart of what we do by delivering:
Customer Needs
- Understand how to identify and generating customer leads and appointments
- Positively informing customers on the range of products and services available
Customer Engagement
- Assist in managing customer leads and follow ups
- Participate in customer relationship review to understand current and future needs
- Support online chats
- Help ensure telephone queues are managed effectively, including overflow calls where appropriate
Customer Feedback
- Obtaining customer feedback, whether positive or negative in any format it is received, recording this appropriately, dealing with effectively and to completion.
Customer Service & Transactions
- Providing excellent customer service at all times and developing a relationship with the customer.
- Efficiently processing customer transactions and new investment accounts, including accurate amendment to customer & account records.
- Performing general administration work associated with the efficient operating of the branch.
- Complying with Society and branch audit, compliance, security, health & safety policy and procedures and customer service/operational standards.
- Communicate with other areas of the business, as necessary; in order to operate effectively.
- Ensure that staff and members’ data is secure, accurate and used correctly in line the Society GDPR policy and standards. Adhere to the Society Financial Crime Policy, the controls and report any internal or external incidents of actual or suspected fraud, money laundering or financial crime, either in accordance with the internal money laundering process (Suspicious Activities Report) or via the Society’s Whistleblowing Policy. Complete and pass an annual dedicated financial crime and bribery prevention computer based training test.
Skills and Experience
- As an apprentice, you are not expected to already possess all the listed skills, but you should demonstrate potential and willingness to develop.
- CeMap (or be prepared to study for this)
- Flexible Approach
- Experience of working in a customer service environment
- Team Player
- Positive and professional attitude
- Self-Motivated
- Initiative
- Be able to rise to the challenges presented in a demanding environment
- Ability to act in good faith toward retail customers
- Ability to enable & support retail customers to pursue their financial objectives
Person Specs
Essential
- Minimum of GCSE Maths and English Grade C or above.
- Good numerical, written and verbal communication
- Basic confidence in using Microsoft Word, Excel and Outlook
Desirable
- 3 A levels grades A-C
- Experience in Customer Services, Retail or Sales environment
Employment Type
Full Time: 35 hours per week.