Customer Service Co-ordinator (9 months contract)

This role is to support candidates globally on all routes to membership from post enrolment through to qualification by creating and delivering a full free of charge support program that links to the RICS Commercial Product portfolio.

**This is a 9 months contract position, to start from September**

Key Responsibilities

• Identify, design and deliver webinar support activities to candidates across all routes to membership

• Collaborate with external support stakeholders such as mentors to ensure effective locally based support networks are in place

• Provide guidance and support to candidates through multiple communication channels.

• Promote the RICS Commercial product portfolio to compliment free support being offered.

• Support the wellbeing of candidates by signposting them to Lionheart and other appropriate agencies

• Deliver candidate contact and communication strategy to maintain engagement levels at all key stages of the qualification journey.

• Provide tailored made support packages to corporate accounts through the form of graduate inductions and process webinars as needed.

• Actively record, update and amend customer information on internal databases to ensure accurate data.

• Ensure confidential and financial information is secure by complying with data protection regulations (GDPR)

• To work alongside RICS colleagues in marketing and communications to ensure accuracy and relevance of information is provided across all channels of communication.

• Proactively execute RICS strategic campaigns such as subscriptions collection, CPD, retention and readmission campaigns to maintain candidate engagement with RICS.

• Monitor trainee data to ensure minimal numbers of candidates are removed from membership for breaching the 6 year candidacy rule (“sleepers”)

• To work collaboratively with colleagues in EQS to identify reasons for candidates referring in order to provide alternative support packages.

• Maintain up to date knowledge of RICS products and services to support candidates and identify sales opportunities.

Expected Outcomes

• Positive evaluation of webinars

• Increased candidate satisfaction rates

• Measurable improvements in candidates coming forward for submission

• Increase in conversion of trainees to new qualified members.

• Increase Profession engagement score

• Reduction in “sleeper/dormant” candidates

Skills/Experience Required

• Excellent communication skills both written and verbal

• Experience of business writing and professional telephone etiquette

• Experience of writing and delivering training material

• Excellent presentation skills

• Able to handle difficult people/situations in a professional, mature manner

• Experience of working under pressure and towards unmovable deadlines

• Ability to influence and persuade others

• Willing to work outside of core business hours to provide support packages

• A sound understanding and ability to work with Microsoft packages

• Ability to prioritize work daily to ensure team deadlines are met

• Flexible and adaptable

RICS is an equal opportunity employer committed to diversity and inclusion. We encourage qualified candidates from a wide array of backgrounds to apply because we know that it’s the differences in our people that make the difference to our performance.

You would need to have the right to work for the location this job is based.
New Delhi, DL, IN