Customer Service Advisor

Salary: Starting from £24,500

Location: Leeds (Hybrid)

Contract: Permanent

Working Pattern: 37.5 hours per week, Monday to Friday

We have exciting opportunities for Customer Services Advisor’s to join our Member Services team based in Leeds!

Our Direct Sales and Service department have exciting opportunities for Customer Service experts to join our Member Services team where you will provide help, guidance and support to our members in the UK and Ireland. You will work within our unique contact centre to deliver a service that encompasses all our values and put the members at the heart of everything we do.

As our new Customer Services Advisor, you will:

• Support our members and manage their queries via telephony and email channels.
• Take ownership of member enquiries managing them through to earliest possible resolution and making sure all actions are recorded on the relevant database.
• Act as first point of contact and resolution for complaints, issues, and disputes. Ensuring any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.
• Work in collaboration with other business areas when needed to ensure that the service to the member is as seamless as possible.

We are looking for:

• Experience within a customer service call centre
• Expert communication skills
• Good attention to detail
• Experience building rapport with customers
• Confidence in learning and retaining new information
• Competent IT skills, able to navigate computer equipment and use Microsoft Office products such as Teams and outlook
• Demonstrable experience in handling difficult conversations showcasing empathy and emotional intelligence
• Ability to work as part of a team in a fast paced and dynamic environment.

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

If you are someone who enjoys speaking to people, is confident and wants to join an inclusive, supportive, and dynamic team then send in your application. Our Talent Acquisition Team are waiting to hear from you!

What to expect:

There’s lots to learn prior to you starting your role, but don’t worry! We have a fantastic, dedicated training team who as part of your induction we will ensure you have all the knowledge and skills you need; providing you with a bespoke, fully paid 5-week training programme. The training will start on Monday 3rd February 2025, and we will need your full attention during this time, so we won’t be able to accommodate any annual leave during the first five weeks. After training you will move into our high support graduation bay where you will refine your new skills and work with our brilliant established team of customer service experts.

In return, we can offer you:

Alongside a competitive starting salary, you will also receive:

• Up to 10% discretionary annual bonus
• Annual performance-related pay review
• Career development and pay progression opportunities to £26,500 by working through our Talent Development Framework, with the potential to reach £29,500 at the Mastery Level.
• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell additional 5 days)
• Private Medical Cover
• A truly flexible hybrid-working arrangement
• A culture that promotes inclusivity, wellbeing and rewards hard work
• Car Salary Sacrifice scheme
• Healthcare cash plan
• 6x salary death in service
• A personal GP service enabling you to get a video consultation with a NHS-registered private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the role:

We have 8 full time roles available; full time shifts are Monday to Friday between the hours of 08:00 and 18:30. Our working week is 37.5 hours in total and our shifts work on a rolling rota of 08:00 – 16:30, 09:00 -17:30 and 10:00 - 18:30.

This role sits under our ‘hybrid’ persona meaning a blend of home and office-based working, to suit you and the needs of the business. You will be provided with full equipment and support to fulfil your role.

Please note the 5-week induction and training period will be primarily office based and run from 08:30am to 5pm; this is to provide you with the best possible support during the start of your journey with MPS.

Who We Are

Medical Protection Society (MPS) is the world’s leading protection organisation for Doctors, Dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 Members around the world.

We are a not-for-profit organisation, meaning our Members’ premiums are kept safe should our Members require support for complaints or claims arising from professional practice, or invested into bettering the organisation, our colleagues and our products.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit Members and the wider healthcare professions.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully-funded training courses or peer-to-peer support. We want our colleagues to feel empowered enough to deliver positive change, display ambition to push themselves and are determined when faced with a challenge, whilst ensuring our Member’s best interests are at the core.

Next Steps

If you are interested in finding out more, looking for a new role and want to join an organisation that truly values its employees, take a look at the role profile to find out more about the role to apply.

If your application is successful, you will be invited to join one of our assessment centres scheduled week commencing 6th January and 13th January. This will give us the opportunity to meet you and for you to chat with the team, hear more about MPS, and how we work together to support our members.

Our Talent Acquisition team are always on hand should you have any questions, are having any technical issues or wish to understand how MPS can support you with your application and interview. You can contact our friendly Talent Acquisition team by emailing careers@medicalprotection.org