Member Operations Adviser

The job has expired.

Job Reference: mps/TP/5072/803
Number of Positions: 24
Contract Type: Permanent - Full Time
Salary: £19500 starting salary rising to £21000 after probation
Working Hours: 37.5
Closing Date: 31/03/2021
Role ID: Contact Centre
Division: Business Development and Engagement
Department: Direct Sales & Service
Location: Leeds

Package Description

  • Minimum 15% (3% from you) and Maximum 21% (6% from you) pension.
  • Annual bonus scheme up to 10% 
  • Private Medical Insurance
  • Health Care Cash Plan
  • 25 days annual leave, plus bank holidays
  • Defined salary and career path, control your own progression and development

Job Introduction

In this role you will form part of the Direct Sales and Service division which directly supports our members and manages their queries via various channels.

This is not your usual contact centre role and our services can be quite complex, there is a lot to learn before you will be able to liaise with our members. We will ensure you have all the knowledge you need by providing you with a comprehensive 4 week training schedule. The training will start on the 19th April and we will need your full attention during this time! So we wont be able to accommodate any annual leave during the first four weeks. 

Main Responsibilities

We are currently recruiting for 24 Customer Service Advisers to join our Leeds team. Working within a small, unique contact centre environment (remotely to start with) you will be responsible for providing exceptional customer service to our members.

Typically you will:

  • Take ownership of member enquiries managing them through to earliest possible resolution and making sure all actions are recorded on the relevant database.
  • Act as first point of contact for complaints, issues and disputes. Ensuring any expression of dissatisfaction is reported in line with root cause analysis and continuous improvement.
  • Work in collaboration with other business areas when needed to ensure that the service to the member is as seamless as possible.

These are full time roles and shifts are Monday to Friday between the hours of 8.00am and 6.30pm. When we have increased demand we may require occasional weekend working but this will be paid on an overtime basis. Our working week is 37.5 hours per week in total.


The Ideal Candidate

Ideally you will have previous experience within a customer service environment, whether this be contact centre, or face to face. But the most important thing to us is the commitment to providing the best service to our members. 

The role can be complex at times so we need candidates who are comfortable learning and retaining lots of new information. You will need to be confident to talk to candidates over the phone and by written methods too, and you'll need to know your way round a computer to get to grips with our systems. 

Sometimes our members can find themselves in in stressful situations so we need you to be able to demonstrate empathy and have the emotional intelligence to handle difficult conversations.

We are all working remotely at the moment so you will need to be able to work comfortable from home for the forseeable future, the recruitment process and training will all be carried out virtually too.

​As part of our shortlisting process you will be asked to complete video interview, this is a chance to get your personality across and demonstrate your excellent communication style.

At MPS we understand that diversity is an important part of a truly inclusive community, and it’s something we're committed to as an organisation. The MPS Recruitment Team (Laura, Julia and Sarah) welcome applications from candidates from a wide variety of backgrounds. Important to MPS is that our people live our values of Member First, Ambitious, Determined and Empowered. We accept that not all applicants are able to meet all requirements of the role and therefore we consider applications based on merit and experience. We are open to discuss your application and to assist you through the process. We celebrate diversity, promote inclusivity and are willing to consider flexible working options. If you have any questions about any advertised role and how we can support you, please contact the Recruitment Team.


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.