Part time Customer Support Officer

Fixed term contract – 6 months 3 days per week – Monday to Wednesday (21.75hrs per week) Lutterworth based office – mainly Remote £17.63 per hour – FTE £33,237

An exciting opportunity has arisen to work for our client – an employer of choice. They are a professional membership organisation who are looking for a Customer Support and Engagement Officer. You will be supporting both the members and the public – delivering a high-quality, empathetic service. This role is Monday to Wednesday as part of a job share.

Key responsibilities:

• 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
• Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate
• Be alert to safeguarding and high-risk concerns and escalation in accordance with organisational protocols
• Engage with lapsed or at-risk members to support retention and promote the value of BACP membership
• Manage, assess, and organise your own workload, monitor volumes, and report back to the Customer Service Supervisor

The skill & qualities needed:

• Ideally A-level standard or equivalent
• Strong experience in an administrative/customer service role, ideally within a customer-focused or emotionally demanding environment
• Competence in using CRM systems
• Ability to deliver empathetic, professional, and values-led communication
• Strong working knowledge of Microsoft Office and ability to learn new systems quickly
• Ability to maintain accurate records and contribute to data collection for service improvement
• Excellent attention to detail, strong organisation and excellent communication skills with a proven track record of success

Benefits:

• Enhanced pension scheme
• Flexible working patterns
• 25 days annual leave, increasing to 30 with length of service
• 15 different types of leave, including five paid mental health days each year
• Occupational health support
• A confidential 24-hour, seven-day counselling service
• Corporate yoga service with one-to-one tuition for all abilities
• Free parking
• Health cash plan

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