Job Description This report is only to be used when investigating

Human Resource Management
Job Description
Job Title:
Customer Services Executive
Customer Experience
Reports to:
Customer Services Team Leader
Purpose or aim:
Within this role, you are the first point of contact for all CIM
members and potential customers via various forms of
communication, such as email and telephone. You must be
able to retain knowledge on membership and qualification
products in order to assist customers with a broad spectrum of
queries. Engaging with existing and potential customers in
order to retain and build long term relationships, ultimately
strengthening our membership base, is a key aspect of the role.
Promoting CIM products and services, taking advantage of
opportunities to convert customers to them, is also important.
You will be expected to represent CIM in a professional manner
to our customers, providing a consistently high standard of
customer service at all times. As an Executive member of the
team, mentoring and providing feedback to junior members, as
well as supporting the Team Leader, will also be key aspects of
the role. You will be expected to take ownership of a specialist
area or project among the services that the Customer
Experience department offer. Using your initiative to act upon
customer feedback and initiate improvements to the service is
also expected.
Description (Duties):
Customer Service
• Work as part of a team to deliver exceptional service to
customers across all channels of customer service
• Work collaboratively with your immediate colleagues, as well
as with other internal and external contacts, to achieve a
consistently high level of service in line with internal
processes and procedures
• Provide professional, appropriate and accurate advice as
well as solutions to customers’ enquiries
• Respond to email queries accurately with a high standard of
written English
• Employ a professional, helpful tone at all times when
assisting customers via telephone
• Treat customers’ queries individually, always endeavouring
to provide information in an accessible and relevant way
which corresponds with customers’ specific enquiries
• Escalate customer complaints as appropriate and follow up
with any actions required
• Take opportunities to promote CIM products and services
• Identify other specialists to whom specific queries should be
directed when additional knowledge is required
Immediate line manager (job title)
Brief description of the role, this
description will be used in adverts so
should give a clear picture of the
reason this role exists aligned to the
purpose of the department
Main tasks and accountabilities. A
description of the activities to be
undertaken and what the job is
expected to achieve
Human Resource Management
Job Description
Work within set SLAs and KPIs to ensure a high standard of
service is maintained
Support cross-functional working by assisting other teams
within the department as necessary and when time allows
Accurately maintain the CRM system, ensuring data is
accurate, and continually update customers’ records
Carry out a range of general administrative activities,
including generation of customer letters, in order to support
customer enquiries and achieve high service levels
Representing CIM and its Brand
• Accurately maintain the CRM system, ensuring data is
accurate, and continually update customers’ records
• Always conduct oneself in a professional manner when
representing the team both to customers and other staff
members alike
• Glean and record information, including feedback from our
customers, and cascade this information through the
appropriate channels, using your initiative to identify
potential areas of improvement
• Embody CIM’s values of openness, optimism, intelligence
and authority
Product Knowledge
• Maintain a good understanding of all CIM products, including
Membership, Qualifications, Learning & Development and
Information Services
• Continuously develop and share this in-depth product
knowledge in order to provide a knowledgeable response to
customers, and so provide an added-value service
• Get involved in the development and testing of new
processes, systems and technology in order to provide
feedback from a customer perspective
• Take ownership over your particular specialism or project
• Continuously maintain and develop your knowledge base
and skills in this area
• Be proactive in educating other members of the team and
• Act as a designated point of contact for CIM staff and
• Undertake processes with diligence and attention to detail,
and be able to identify and act upon potential areas of
Team Support
• Provide support and guidance to junior team members
• Offer constructive feedback where appropriate
• Assist and support Team Leader with any assigned tasks
• Set a high standard of work as an example for all
Human Resource Management
Job Description
Direct Reports:
Resource Accountability:
Notice Period:
Car or Car Allowance:
Equipment Needed:
1 Month
Positions reporting to the job holder
(Budgets etc.)
(Laptop, blackberry etc.)
Any Special Conditions:
Person Specification:
The personal specification should
Skills/ Abilities
General Attributes (only include criteria
that the performance of the job
depends upon)
With each item listed you should
indicate whether it is essential or
desirable criteria
• Proven Customer Service skills and a desire to provide an
excellent service which will exceed customers’ expectations
• High level of oral and written communication skills
• Well organised and with an ability to prioritise workload to
ensure a good level of service is maintained
• Capacity to remain calm under intense pressure brought
about by high volumes of customer contacts
• Ability to develop good working relationships with CIM
members and colleagues
• Ability to offer constructive feedback
• Lead and give direction during peak periods of demand
• High attention to accuracy and timeliness
• Willingness to learn and develop
• Excellent computer skills and knowledge of Word, Excel and
Knowledge and Experience
• A comprehensive and in-depth knowledge of CIM
• Maintain and update this accurate knowledge, including
specialist project area and its processes
• Understanding of and experience in delivering exemplary
customer service
General Attributes
• Approachable and professional attitude
• Willing to accept and develop upon staff feedback
• Flexible & adaptable attitude
• Ability to work both individually and as part of a team
• Ability to learn and hold high volumes of information
• Good general administration skills
Date Reviewed:
Job Holder Signature:
Line Manager Signature:
HR Signature:
January 2015