Job Description

To represent RICS Members in the AEMEA region by providing specialist knowledge on all aspects of the post qualified member journey; acting as an ambassador in delivering a consistent and high-quality customer experience, delivered through multiple channels. **This is a 4 months contract position** Key Achievements & Responsibilities

• Support and respond to member enquiries through multi-channel communications within SLA.

• Work collaboratively with your team and stakeholders to achieve a consistently high level of service in line with internal processes, procedures and RICS Customer Service Standards.

• Continually build, develop, share and maintain in depth product knowledge in order to provide a first line response to enquiries.

• Provide specialist advice and solutions in response to enquiries via all communication channels.

• Actively record, update and amend customer information on internal databases to ensure accurate data.

• Actively promote RICS products and services to generate leads

• Strive to improve engagement with members through relationship management.

• Ensure confidential and financial information is secure by complying with data protection regulations (GDPR)

• Work collaboratively with Finance to deal with accounting enquiries

• Support with development and testing of new processes and systems, providing feedback from a customer perspective

• Provide key customer insights for improvements obtained through member engagement

Expected Outcomes

• Minimum 85% service level achieved on phone lines

• Case resolution within 2 working days.

• First contact resolution for all enquiries

• Continued adherence to the RICS customer service standard and charter

• Adherence to Quality Assurance Procedures within RICS

• Increased member engagement

• Identification of sales growth opportunities

Experience Required

• Experience of operating in a Customer Service environment

• Experience of working within AEMEA region

• Fluent in English (spoken and written)

• Possess excellent communication skills with a genuine passion for speaking to customers, understanding and answering their enquiries

• A commercial mindset focused on delivering outstanding customer experience.

• Experience of working in a multi-channel environment

• A sound understanding and ability to work with Microsoft packages

• Adherence to quality assurance procedures

• Ability to build effective relationships with members, the public and stakeholders

• Highly organised with an ability to prioritise work to ensure deadlines are met

• An eager, flexible, team worker who is committed and conscientious

• Ability to act as a positive role model and a desire to make a difference.

• Ability to handle difficult situations in a professional and mature manner

• Committed to improving and developing own personal skills through training and coaching

Job Type: Full-time