About the Role:
Responsible for onboarding, managing, developing and motivating our Member Engagement Advisors (MEA), Responsible for positive engagement with our members and for the performance of our Member Engagement Advisors. You will also drive commercial performance, member experience and achieving a sales target. The role continually finds ways to support staff engagement, increase membership, improve member experience, encourage members/students to re-register, drive product sales. You will be reporting to Associate Director GEC.
You Will:
- Create a motivational environment that drives employee engagement and motivates the team by conveying the value they bring to the Association and encouraging a stakeholder mindset in all work.
- Use quality scores, member feedback, individual sales performance and productivity targets to identify training opportunities for the MEA and provide real time feedback and coaching.
- Responsible for selecting MEAs that have the right skills and knowledge to deliver an excellent member experience and ensuring they receive all necessary training.
- Responsible for proactively ensuring there is adequate resource to effectively plan, manage and assign work for the different campaigns while remaining agile in response to unexpected/planned increases in customer contact via any one work channel.
- Use an anyalytical approach to prioritizing where the team can contribute the most to the organizations strategic iniativies.
- Actively plan and manage campaigns to drive continuous improvement and create new revenue opportunities, stop students and members lapsing and improve the student and member experience.
- Work closely with all partner teams, provide updates on changes to processes/procedures and represent the Global Engagement Center at marketing meetings to coordinate tactics and drive improvements.
- Responsible for managing our Member Engagement Advisors (up to 12 members)
You Have:
- 4-6 years of related experience including
- 3 years working in a customer service role, including people responsibility
- Strong sales experience with experience achieving results
- Minimum of 2 A-levels for candidates in the UK
- Excellent knowledge of call center technology
