Job Introduction

Job title: Member Service Adviser Apprentice

Apprenticeship course: Customer Service Practitioner Apprenticeship Level 2

Salary: £18,000 for the first 12 months of the Apprenticeship with a view for this to increase on successful completion

Location: Hybrid working (Leeds office)

Contract: 15months Fixed term (for the duration of the apprenticeship) view a view to go permanent on successful completion of the course.

Hours: 37.5 per week

Shift pattern: 08:00 - 16:30 / 09:00 - 17:30 / 10:00 - 18:30 on a 13 week rolling rota.

Tuesday will be scheduled as a college and/or apprenticeship learning day.

Job overview

Are you looking for an interesting role in a dynamic company offering a fulfilling career in customer service? We have an exciting opportunity for individuals with a passion for helping people and a desire to learn. Join us as a Member Service Adviser Apprentice and kickstart your rewarding career with MPS!

Medical Protection Society protect the careers, reputations and financial security of doctors, dentists, healthcare professionals and organisations around the world. We do this by providing the most expert, trusted, and valued protection to enable our members to deliver healthcare.

Our Direct Sales and Service department are on hand to provide excellent customer service to existing and prospective members and, in this role, you will provide help, guidance, and support to members in the UK and Ireland. You will work within our unique contact centre to deliver a service that encompasses all the MPS Values and put the members at the heart of everything we do.

At MPS, we believe in nurturing talent and supporting career growth. Throughout your apprenticeship, you will gain valuable knowledge through ‘on the job’ learning talking to members on the phone and combine this with ‘off the job’ academic learning delivered at Leeds City College. This will enable you to provide exceptional service to our members, receive a recognised qualification in customer service and unlock opportunities for career progression within MPS.

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 there is an 8-week induction and training period which will be primarily office based and with the first 5-weeks running from 08:30 to 17:00; this is to provide you with the best possible support during the start of your journey with MPS.

As a Member Service Adviser Apprentice 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:

• Excellent communication skills
• Good attention to detail
• Experience building rapport with people
• Confidence in learning and retaining new information and a drive to do so
• Competent IT skills, able to navigate computer equipment and use Microsoft Office products such as Teams and outlook
• Ability to work as part of a team in a fast paced and dynamic environment
• Able to handle difficult conversations, showcasing empathy and emotional intelligence

Experience working within a customer service setting (call centre or face to face) would be desirable but not essential. As long as you are someone who enjoys speaking to people, is confident, has a desire to learn and wants to join an inclusive, supportive, and dynamic team then this role is for you!

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. 

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 8-week training programme. The training will start on 8th April, and we will need your full attention during this time, so we won’t be able to accommodate any annual leave during the first eight 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.

During your apprenticeship you will be enrolled at Leeds City College (School of Business) and will complete the following programme and receive:

Level 2 Customer Service Practitioner apprenticeship qualification.

This programme will allow the apprentice to develop their skills, knowledge and behaviours through the practical period at college as well as in the work place doing on the job training. The broad purpose of the occupation is to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality. These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, after care, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type.

What happens next:

At the start of the enrolment process you will be contacted by a member of Leeds city college to go through some initial checks and to check your eligibility for the role.

Once this has been completed your details will be passed onto ourselves to conduct an interview

If your application is successful, you will be invited to join our assessment centre which 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.

Package Description

Alongside a competitive salary and rewarding career development path, you will receive the following benefits:

• 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• Annual discretionary bonus scheme - up to 10%
• Private Medical Insurance
• Health Care Cash Plan
• 25 days annual leave (plus flexible bank holidays) and the option to buy or sell up to 5 days
• 6x salary death in service
• Career progression opportunities
• Reward and recognition programme
• Paid volunteering day
• A personal GP service enabling you to get a video consultation with an NHS-registered private GP
• Employee Assistance Programme
• A range of shopping discounts

About the Company

The Medical Protection Society Ltd (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 member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

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 colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Medical Protection Society