Job Introduction

As a Member Services Adviser you will form part of the Direct Sales and Service division which provides excellent contact centre services for members.

The purpose of this pivotal role is to deliver the highest quality member service through multiple communication channels for existing and prospective members.

*PLEASE NOTE THIS ROLE IS FOR A SEPTEMBER 1st START*

Role Responsibility

We are currently recruiting for Customer Service Advisers to join our Leeds team. Working within a small, unique contact centre environment you will be responsible for providing exceptional customer service to our medical & dental members.

Typically you will:

• Take ownership of member enquiries managing them through to earliest possible resolution, ensuring an efficient service at all times.
• Ensure that the membership database is updated correctly in order to reflect each individual member's circumstances.
• Act as first point of reference for complaint/dispute resolution.
• Ensure any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.

Working hours are Monday to Friday between 8.00am - 6.30pm (no weekend working) 37.5 hours per week in total.

We offer excellent career path opportunities where you are rewarded for your knowledge and hard work.  

To give you the best possible start you will spend your first 4 weeks in our training academy.  This will give you the skills and knowledge required to be able to support our members, it is essential that you are able to attend the training in full.

As part of our shortlisting process you will be asked to complete a brief video interview, this is a chance to get your personality across and demonstrate your excellent communication style. (telephone interviews are also available if you prefer).

Due to the ongoing COVID-19 situation all MPS colleagues are currently working from home. It may be that your training is therefore delivered remotely, however you will be provided further details closer to the time if you are successful. 

The Ideal Candidate

• You will have previous experience within a customer service environment.
• Emotionally intelligent with excellent oral, written and interpersonal skills. You will have the ability to demonstrate empathy, and handle sometimes difficult conversations
• A good eye for detail and accuracy in all written communications 
• Computer literate and open to ongoing coaching / learning 

Package Description

• 12% company pension contribution (3% from the individual)
• Annual bonus scheme up to 10% (for permanent roles)
• Private Medical Insurance
• Health Care Cash Plan
• 25 days annual leave, plus bank holidays

About the Company

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 more than 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.
We strive to be much more than a last line of defence by being at our members’ side at every step, offering support, advice and world-class defence. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.
We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society