Service Support Advisor – Multiple roles

Be part of the vision; be part of the RIBA.

RIBA is a global professional membership body, and a cultural organisation, driving excellence in architecture.

Salary: Up to £25,080 per annum, based upon experience and location

Location: London/Hybrid working

Hours: 35 hours per week, full-time permanent

The RIBA offers an amazing employee benefits package which includes (a) a generous pension scheme with employer contributions (up to 12%), (b) life assurance, (c) annual leave of 27 days plus bank holidays and paid closure of 3 discretionary days between Christmas and New Year. For more details on our benefits click here

Hybrid Working/Remote Working – Mixed days working from home and in our London office in Portland Place.

About the Role

Do you have strong customer service experience? Are you confident and willing to learn? Have you worked within a fast-paced customer service environment?

We have an exciting opportunity for multiple Service Support Advisors to join our RIBA Contact Centre & Membership Servicing department.

In this important role you will act as the first point of contact, providing timely, effective and efficient support to all our RIBA members and customers. This role will also require you to become a specialist in many areas across the business to enable you to provide a knowledgeable level of support.

What are we looking for?

• Experience in a customer relation/membership-based environment.
• Experience of handling high levels of incoming and outgoing telephone calls.
• Experience of working in a fast-paced environment with daily targets/SLAs.
• Knowledge and an understanding of managing client/member relationships in a timely professional and service-driven manner in accordance with the Data Protection Act.
• Experience of working simultaneously with CRM systems containing multiple customer/membership records and other bolt-on applications.
• A logical approach to work with attention to detail to ensure high levels of quality.
• Ability to work under pressure and in a fast-moving environment.
• Ability to understand and manage multiple coexisting systems and processes.
• Strong awareness and understanding of the various support provided to our members and customers i.e. Membership renewals and payments, supporting various RIBA platforms via architecture.com
• Excellent IT skills and use of Microsoft Teams/Word/Outlook/Excel Excellent written and verbal communication skills.

If you would like to apply for the position, please view the full job description below (found at 'supporting documents') and submit your CV and covering letter using the form below. Additionally, please ensure that you complete our Equal Opportunities Monitoring Form which will be submitted separate from your application.

Closing date: 23 February 2024
Interview date: 4/5/6 March 2024

Due to high volumes of applications we are unable to respond to everyone, however, should you be shortlisted for interview we will be in touch.  We may also close an advert earlier than the date above if we receive enough quality applications.

Please note that you must be able to demonstrate that you have the Right to Work in the UK.  We are unable to proceed with any candidates who cannot show the relevant documentation so please only apply if you meet these criteria. Unfortunately, we are unable to offer visa sponsorship.

The RIBA aims to be an inclusive employer, committed to building an authentic and diverse environment where all are encouraged to be themselves. We champion work/life balance and welcome requests for flexible working across our organisation. We value applications from all sections of society and appreciate divergent experience, therefore if you are excited about the role and working with us, yet your experience may not align perfectly with every single skill or competency, we encourage you to apply anyway.  

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