Member Connect Representative

XPS Group; Newcastle upon Tyne; Hybrid; GBP 40,000 - 60,000; Part time

Job summary

A prominent consultancy firm in Newcastle is seeking a Member Connect Representative. The role involves handling inbound calls, ensuring customer satisfaction, and maintaining customer records. Ideal candidates will have experience in customer service, excellent communication skills, and the ability to work under pressure. Benefits include a competitive salary, a flexible work model, and various employee assistance programs.

Benefits

Competitive salary

Annual discretionary bonus

25 days’ holiday with buy/sell flexibility

Pension matching

Healthcare plans

Qualifications

• Previous experience in a contact centre or customer service role preferred.
• Ability to convey information clearly and effectively.
• Strong interpersonal skills to manage diverse customer interactions.

Responsibilities

• Handle high volume of inbound calls ensuring customer satisfaction.
• Provide appropriate solutions to meet customers' needs.
• Record and maintain customer information in a database.

Skills

Customer service

Communication skills

Organizational skills

Interpersonal skills

Ability to work under pressure

Education

GCSE grade C/4 for English and Maths

Tools

CRM software

Job description

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Location: Newcastle
Employment Type: Permanent, Part Time (Monday to Friday 10am - 2.15pm)
Grade: Associate
Hybrid
REQ003233
About XPS Group
XPS Group is a prominent UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.

About The Role
Our Member Connect team continues to grow and we are now looking for an outgoing and experienced Member Connect Representative to join our vibrant central Newcastle office with hybrid working. This is an exciting opportunity that would most likely suit someone with previous experience in a contact centre role or within customer services where customer care is of paramount importance. Ideally you will have gained knowledge and experience of handling customers in a variety of situations and are focused on providing first class customer service.
Our award‑winning pensions administration business put scheme members at the heart of everything we do. Our services include scheme administration, first‑time outsourcing, member communications and scam protection.

Key Responsibilities

• Handle a high volume of inbound calls in a professional and timely manner, ensuring customer satisfaction.
• Understand customers’ needs and provide appropriate solutions or alternatives to meet their requirements.
• Accurately record and maintain customer information and interactions in a centralised database.
• Always deliver first‑class customer service, maintaining a positive outlook.
• Work closely with other business areas.

Your Profile

• GCSE grade C/4 for English and Maths
• Previous experience in a contact centre, customer service advisor or phone‑based office role is preferred, but other customer focussed roles.
• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Strong interpersonal skills, enabling you to build rapport with customers and handle diverse customer interactions.
• Demonstrate organisational and planning skills, allowing you to manager multiple tasks and prioritise effectively.
• Ability to work under pressure and handle challenging situations professionally and calmly.

Desirable

• Familiarity with CRM software and databases would be beneficial.

What We Offer
Enjoy a competitive salary, annual discretionary bonus, and 25 days’ holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.

How To Apply
Interested candidates should submit applications below or contact [e-mail]. Join XPS Group and contribute to a dynamic and inclusive workplace.

Equal Opportunity Statement
XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.

Eligibility
Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.

To find out more please visit: www.xpsgroup.com

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