The Early Years Alliance is the largest early years membership organisation and voluntary sector provider of quality affordable childcare and education in England. An educational charity, the Alliance represents the interests of over 14,000 member settings who deliver care and learning to over 800,000 families every year.
We are looking to recruit an experienced Insurance & Membership Adviser to provide excellent customer service and information to our members, to promote various products and services, and to actively support insurance and membership recruitment, retention, and engagement. Hybrid working is available with this role.
Benefits:
- 26 days annual leave plus 8 bank holidays, pro rata for part time employees
- Enhanced sickness pay
- Employer and employee contribution pension scheme
- Birthday leave so you can have a day off for your birthday dedicated to you and your well being
- Enhanced sickness pay and paid bereavement leave
- Regular access to internal and external learning and development opportunities
- A Recruitment Referral Payment Scheme, giving you an introductory payment of up to £300 if someone you have referred to the Alliance takes up a role in the charity.
- Access to our Employee Assistant Programme (EAP), which includes 24/7 helpline access, dedicated managers helpline, confidential counselling sessions delivered by accredited specialists, legal, debt and life management advice, discounts, and wellbeing content plus resources.
- Savings of up to 25% on O2 Refresh Airtime Plan on any new phone or tablets
- A dedicated mental health First Aider to support your mental well being
Main duties:
- Answering calls from our members on matters relating to membership, insurance, or general organisation related queries.
- The adviser will need to handle informal (first stage) complaints as part of customer service. As such, they would need to have some experience of how to handle difficult customers.
- Provide excellent, up to date accurate information and customer service to all Early Years Members, potential members, local authorities, regulatory bodies, or members of the public that may contact us.
- Assist in the day-to-day administration of all insurance related queries, this could include processing renewals, new business, taking payment, providing official documentation, and answering queries regarding insurance.
- Using the Customer Relationship Management system (Microsoft Dynamics) to track all correspondence with members and new business, including logging phone calls and emails. Use the system to create necessary reports when required.
- To handle a broad range of enquiries on early years care and education, by telephone and email, and to ensure a high standard of service is provided in line with our customer care competencies.
- To keep up to date with developments relating to early years care and education and to maintain a resource to be shared with the team.
- To actively promote the membership scheme by assisting with the Membership Strategy, attending national events and exhibitions and by identifying gaps in the service and providing feedback to your line manager.
- To identify cost effective ways in which to promote Alliance products and services and assist in the development and implementation of the membership retention and recruitment strategy.
- Arrange the dispatch of publication and information materials.
- Assist with regards to members' voting rights in preparation for the AGM.
- To identify issues, through your contact with enquirers, that require editorial in Under Five and the Internet/Intranet, and feedback to your line manager.
- To assist the team in developing and ensuring leaflets and information sources online are kept up to date.
- To assist in opening and logging incoming and outgoing mail for the section and to carry out other general duties, including filing, photocopying, scanning etc.
Essential criteria:
- Knowledge of general insurance and an understanding of the principles and practices of insurance.
- Excellent customer service approach.
- Good written and verbal communication skills.
- Proven ability to meet tight deadlines.
- A methodical approach to tasks.
- Ability to prioritise the daily workload.
- Experience of using Microsoft Office.
Desirable Criteria
- Experience of working within the Early Years sector.
- Knowledge of a Customer Relationship Management System.
Hours per week: 35
Weeks per year: 52
Interview Date: 9th January 2025
Please note our interviews may take place via Microsoft Teams. If so, you may need to download this prior to your interview.