Job Description
Customer Service Representative
The Role and the Team
We have an exciting opportunity for a motivated and customer focused individual to join Blue Light Card’s Customer Services Team. Our Member Services Executives respond quickly and efficiently to a wide variety of queries via email, Livechat and tickets for help navigating our app or website to accessing discounts and offers, an applicant applying for the first time or a member renewing their membership. You’ll work as part of a busy team striving to deliver a fantastic experience for every member. This role offers great opportunities to upskill and develop.
Our Culture
Our Blue Light Card culture is built on our relationships and our members are at the heart of everything we do. Alongside our members and partners, our people are integral to helping create the unique experience we deliver, and we’re committed to creating a place that our team love to work, and people want to join.
As a market leading benefits service to the Blue light community and armed forces, we’re proud to work with well-known online and high street retailers across the UK.
We're proud of our unique culture at our HQ in Cossington. You’ll start to see why it’s a great place to work and even if you’re not expected to be in the office everyday – you may just want to be! We're officially recognised as a Top 100 Great Place To Work UK and one of the UK's Best Workplaces for Wellbeing.
What You’ll Do
- Process eligible applications for new members and existing member renewals
- Respond to member queries in real-time using Livechat to provide a speedy resolution
- Respond to Livechat tickets logged outside of opening hours, direct messages through social channels and any communication received via post
- Process batching of membership cards ready for printing
- Manage complaints with empathy and understanding
- Take ownership for complex queries which may take longer to resolve, keeping members updated
- Work collaboratively to ensure KPI’s are achieved
What You’ll Bring
- Prior experience working in a customer service environment with a customer-first focus
- A proactive problem-solving approach
- Comfortable working with high volumes in a fast-paced environment, with the ability to work to targets
- Strong written communication skills using a varied vocabulary
- An enthusiasm for personal development and a drive to learn on the job
- Excellent attention to detail to make sure you get things right for our members
- MS Office skills and computer keyboard speed and accuracy
- Previous experience with platforms such as Livechat or similar would be an advantage
- Knowledge of data protection would also be a bonus
What We Offer
- Hybrid working and flexible hours
- Free onsite parking
- 25 days plus public holidays, buy and sell and an additional day off for your birthday
- A company bonus scheme
- Great social events e.g., Christmas party, family fun day, summer party
- Relaxed dress code and modern office space (games area, chill-out areas, book club, free coffee/tea/soft drinks)
- Onsite gym (including access to free HIIT & stretch classes)
- Learning and development opportunities
- Group auto-enrolment pension plan
- Enhanced maternity, paternity, sick pay
- Company funded private medical insurance
- Employee assistance programme (including mental health support)
Please note: for the interview process you will need to be able to attend an assessment morning on Wednesday 12th July
If you’re interested in joining us as a Member Services Executive then please don’t hesitate in making a confidential application today, or if you have any questions on the role then please contact us via recruitment@bluelightcard.co.uk
Job Types: Full-time, Permanent
Salary: £22,500.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free fitness classes
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site gym
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
- No weekends
Supplemental pay types:
Ability to commute/relocate:
- Leicester: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Leicester
Application deadline: 07/07/2023
