Customer Services Executive

Your new company

We are Happiful. Empathetic and hard-working, we are change-makers who are passionate about creating a happier, healthier society. We operate a network of wellness websites - including Counselling Directory, Hypnotherapy Directory, Nutritionist Resource, Therapy Directory and Life Coach Directory. We have over 30,000 professionals currently registeredacross our network, and pride ourselves on offering impeccable customer service and support, to enable our members to help others.

In addition to this, we have our Happiful website that brings together our products - the directories, our print and free online magazine - to help people get the support and information they need. To date, we’ve handled more than 10 million member engagements across all of our platforms.

Your new role

We are seeking a confident, proactive Customer Service Executive to join our multi-award-winning team in delivering exceptional customer service to our members.

This is a busy, but rewarding role in a fast-paced, energetic and ever-evolving environment, where you’ll be working with like-minded individuals who treat every customer with kindness and empathy. We value enthusiastic, confident, compassionate individuals who can collaborate closely with the team, but manage their own workload with minimal supervision - in return, we offer a competitive package, and a working environment where you can genuinely feel as though you’ve made a difference every day.

Day to day, you can expect to be working with the rest of the team to:

• Approve professional applications in line with our lead-times and verification policies.
• Communicate confidently with members, advising of membership approvals, delays in application/additional. requirements, following up on complaints or feedback, and resolving payment issues.
• Respond to inbound customer queries via email, telephone and live chat in a professional, courteous, but friendly manner.
• Review profile revisions against our internal policies and T&Cs, and take appropriate action where required.
• Work closely with both customers and internal staff to find resolutions to customer issues, keeping the customer informed at all times.
• Proactively identify opportunities for members to improve their profile performance, and work closely with them to achieve this.
• Educate members, providing walkthroughs, marketing advice, technical guidance and general support
• Process customer complaints, working closely with the customer and the wider business to find a suitable resolution.
• Take customer feedback - good and bad - and feed it back to the relevant parties, discussing it with the wider team and liaising with other internal departments as required.
• Build a strong rapport with the rest of the Membership Services team. We are a small team with a great sense of camaraderie, who work hard and play hard!
• Act as Team Ambassador on a monthly basis, chairing team catch-ups and making sure everyone knows what they need to do to hit our objectives.
• Adhere to our internal GDPR processes and other internal policies at all times.

We focus on quality over quantity, and every single interaction with a customer counts - which is why we’ve won no less than four NiceReply awards for Customer Satisfaction.

This is a full-time permanent role, which offers hybrid working options. You’ll work from our modern office based in Watchmoor Park, with options available to work from home - this means that you should have provisions in place to allow you to do this comfortably and safely.

What we’re looking for

• Prior experience of working in a non-scripted, telephone-based support role (ideally within a similar health-focused setting), in which you were personally responsible for your own customer satisfaction / resolution targets and workload. Some experience of team motivation/leadership, project management or similar would be advantageous.
• Confident and articulate phone manner, and excellent written communication skills.
• The ability to absorb and process large volumes of information, and to make decisions proactively and confidently, particularly under pressure.
• Proven problem-solving, complaint resolution and negotiation skills.
• Proficient with CRM / customer databases and data management.
• Willingness to go the extra mile for customers and colleagues, and to treat everyone with empathy and respect
• The ability to keep calm under pressure, demonstrate active listening and reasoning, and adapt to each client with empathy and positivity.
• Strong attention to detail.
• An independent, proactive, can-do work ethic, always striving for the very best for our members and our business.
• An awareness of SEO, marketing, and/or our professions (e.g. counselling, nutrition etc) would be advantageous.

What you’ll get in return

• 34-hour working week with flexible working hours including an early finish on Fridays.
• Basic salary £23,000+ per annum depending on experience.
• Opportunity to qualify for a bi-annual company bonus.
• We will also provide up to 5% employers' pension contribution.
• 32 days holiday entitlement including UK public/bank holidays and end-of-year office closure (increasing annually to a maximum of 38 days).
• 2 volunteering days per year, with a supporting community focus and a charity allowance (to be donated to the charity(s) of your choice).
• Vitality Health Insurance.
• We prioritise our employees’ emotional wellbeing by providing access to therapy.
• A unique working environment in our modern offices with a fully stocked fridge and snacks.
• We are a company that will recognise your achievements and celebrate milestones, and offer multiple company social events throughout the year.

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Happiful is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Happiful is a trading name of Memiah Limited.