Position: Member Service Associate

Job Status/Type: Permanent.

Location: Hybrid - Burton upon Trent.

Salary: £23,000 per annum rising to £25,000 per annum after successful probation.

Rewards4 are the largest operator of sports-based loyalty and rewards programmes in the UK and Ireland.

Our business is trusted by over 60+ sports clubs, racecourses and sports organisations and with over two million passionate sports fans saving over £55 million on tickets and merchandise.

The role:

Based in our offices in Burton on Trent, with the opportunity for hybrid working, we have an exciting opportunity for a highly motivated, personable and digitally savvy, Member Services Associate to join our team.

Assisting members to utilise and get the best out of our rewards programmes, you will be a self-starter, have an eye for detail and have strong written and verbal communication skills.

The role will report directly to our Head of Operations, and will be expected to work collaboratively within their own team as well as wider teams across the business.

Please note that this role consists of resolving member queries through email. This is not a call centre position.

Key responsibilities:

• To provide outstanding member support across our sporting programmes via customer contact channels; email, and other touchpoints (such as live chat) as and when introduced.
• To respond to all member correspondence in a timely and professional manner in line with SLA’s and internal KPI’s.
• To communicate with our sporting partners and other key commercial contacts to obtain information which enables you to respond effectively to member queries.
• To proactively encourage further programme engagement through the delivery of tailored communication to our members.
• To ensure that customer service processes and procedures are followed correctly at all times.
• To complete weekly customer service due-diligence checks.
• To take on additional responsibilities in the Member Services team as and when necessary, to support the team to meet its deadlines and to further support your learning and development in role.

You may also be required to carry out any other tasks which are reasonably required by the company in order to fulfil your role and to support the company to meet its deadlines and performance targets.

What we are looking for:

• Experienced in working in a busy customer service team.
• Excellent communication skills, with the ability to articulate well both in written form and verbally to our partners, and other internal stakeholders.
• An excellent eye for detail and who prides themselves on accuracy.
• Ability to absorb information and make decisions / provide member advice accordingly.
• Maintains a high-level of focus, productivity, and direction through self-motivation.
• Has the ability to prioritise and can plan and organise workload.
• An excellent team player.
• Experience in using Customer Service Management platforms, such as Zendesk is desirable.
• Experience in the use of Microsoft tools; Outlook, Word, Excel and Teams.
• Ability to deal with difficult situations whilst remaining professional and courteous – seeking support and guidance as appropriate.
• An individual who is looking to develop their career in Customer Services, Operations or Project/Process Management.

Qualifications / Professional Membership:

• GCSE English and Maths (Level 4) (C) or above – essential.
• Level 2 Diploma in Customer Service / Customer Services-related qualification desirable.

Our benefits:

• Our approach is hybrid – standard working is three days office-bound, two days remote (following training period).
• 25 days annual leave + 8 bank holidays.
• Life Insurance x 4 basic salary.
• Healthcare cash plan.
• Discretionary bonus scheme.
• Birthdays off!
• Early finish service day.
• £1000 per annum dedicated to learning and development.
• A dynamic social environment, some sport-related, some not, plus company-wide celebrations.
• The opportunity to work for a diverse company that encourages you to develop, grow and be part of a passionate and fun team.

At Rewards4, we pride ourselves in ensuring that we offer an environment that is inclusive and collaborative; where you can stretch yourself personally and develop yourself professionally. We value a diverse team and believe that a variety of experiences and backgrounds only make us stronger.