Member Services Administrator

The purpose of this role is to deliver an excellent service, ensuring our core idea of Members
matter is at the forefront of your thought process.

You will be supporting members in a variety of tasks and scenarios including, general
enquiries, changes to circumstances, complaints and supporting those who could be
considered vulnerable through continually delivering good outcomes.

In a regulated environment you will be required to ensure work is complete within SLA, to a
great standard and within compliance and risk tolerances.

Key Responsibilities:
Ensuring tasks are carried out on time and in line with member expectations.

Maintaining high levels of competence in role through demonstrating great quality
work, completing mandatory training on time, and continually demonstrating the
clients behaviours
Remaining compliant and ensuring you continually act in accordance with regulatory
requirements.

Identifying and flagging any risks and issues to enable the society to continually
improve the customer and colleague experience.

Supporting colleagues, demonstrating excellent one-team ethic and being adaptable
during times of peak member demand.

Act as a 'voice of the member' providing member feedback to the society as we seek
to continually improve the member and colleague experience.

Demonstrating the behaviours of Awareness, Togetherness, Effectiveness and Fairness