Customer Support and Engagement Officer

Monday - Friday 36.25 hours a week (core hours 10am - 4pm)-mainly remote working - 2 roles available one until September 2026 the other until December 2026 £33,237 p.a. An exciting opportunity has arisen to work for our client 'an employer of choice' - a professional membership organisation- to work as a Customer Support and Engagement Officer. You are supporting both the members and the public - delivering a high-quality, empathetic service. Principal accountabilities Principal accountabilities: * Frontline Response: Handle a high volume of telephone and email enquiries from members, potential members, and the public, in line with service level agreements. * Use empathy, active listening, and non-judgmental support to manage sensitive or complex conversations. * Complex Judgement: Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate. * Safeguarding: Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols. * Guidance and Advocacy: Provide clear, accurate, and supportive guidance on policies, services, and frameworks. * Member Engagement: Engage with lapsed or at-risk members to support retention and promote the value of membership. * Collaboration: Work cross-functionally with other departments to ensure effective resolution of enquiries. * Professional Representation: Represent our client in a professional, respectful, and values-led manner at all times. * Continuous Improvement: Contribute to service improvement through feedback, data collection and collaboration. Knowledge and experience required The ideal applicant will have worked within a professional organisation (for example membership, public sector, banking) as a Customer Support Officer, you will need to demonstrate sound judgement, emotional intelligence and professionalism. Confident accurate IT skills are essential