Member Services Officer

Location:

Cheadle Royal Business Park / Hybrid /Agile Working

Key Relationships

Management Team, Colleagues and Members.

Who we are:

No1 CopperPot Credit Union is a not-for-profit organisation, exclusively for the Police community and owned by its members. No1 CopperPot makes it simple to save, provides affordable loans and can help a member buy or remortgage their home. Here’s why you’ll love working with us and what we need from you.

Role Overview:

Provide excellent customer service to our members. Responding to and fulfilling members needs that are requested over multiple communication channels (telephone, e-mails, face to face).

Your Key Responsibilities:

• Responsible for promoting and driving the values and ethics throughout the Credit Union and its service levels.
• Responsible for providing excellent customer service across several channels.
• Interacting with members face to face, over the telephone, via emails, inbox messages and webchat.
• Adhering to all applicable regulatory requirements e.g. Treating Customers Fairly.
• Completing administrative tasks including the updating of member details, issuing of paperwork, post, issuing of statements etc.
• Managing member complaints in line with agreed procedures.
• Assisting with the process for dealing with deceased and vulnerable members.
• Assisting with projects as and when required.

What we need from you:

Be member facing through emails, telephone and face to face. This role requires someone who likes people and likes helping people, someone who is comfortable with using technology and is keen to learn.

Consistently delivers outstanding member service in alignment with the Credit Union’s values, mission, and purpose. Fosters an inclusive culture and provides clear evidence of ongoing support and impact for D iversity, Equity, and Inclusion (DE&I). Ensures all members are treated fairly and reasonably, always upholding a high standard of service.

Employee benefits:

• Working hours are Monday to Friday, between 8:00 am and 5:00 pm. We’re currently operating with a hybrid working approach, with staff working from home three days per week and at the office two days per week.
• 21 days annual leave entitlement pro rata, increasing by 1 day each year, capped at 26 days. In addition, we give all our staff a day off on their birthday.
• Sovereign Healthcare and Death in Service cover provided.
• Three days of volunteering allowed per year in like-minded organisations.
• Opportunity to learn and develop your skills through internal and external training.
• You’ll have the option of joining our discounted group insurance scheme.
• Finally, you will be a valuable asset to the organisation and you can make a difference.

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