Vision and Mission

Vision

As the pioneering workplace and facilities management body, our vision is to drive change for the future. To be the trusted voice of a specialist profession recognised, beyond the built environment, for its ability to enable people to transform organisations and their performance.

Mission

We empower and enable workplace and facilities professionals to expand their potential and have rewarding, impactful careers. We are a business enabler. Together we optimise the profession’s impact.

The company has a strong culture based on our values

Confident and Bold
Human and Inspiring
Knowledgeable and InSync
Active and Energetic

Social Value

We are a Disability Confident employer, Investor in People accredited, Living Wage employer, Good Business Charter employer. We offer charity days along with paid for social events and make efforts to reduce our impact on the planet.

Job Purpose

The Customer Experience Advisor Apprentice is responsible for ensuring customers receive an exceptional experience throughout their journey with IWFM. You will gain and maintain a detailed understanding of customer need and motivation, provide support and solutions, and advocate for improvements in customer experience across all touchpoints and platforms. The Advisor works closely with other departments to implement improvements that enhance customer satisfaction and loyalty, aiding retention and upgrades to the higher levels of membership.

Key Accountabilities

Engage with customers to understand their needs and expectations, providing a personalised service
Support customers through their membership journey and advise on pathways for their professional development fostering loyalty and retention
Serve as the primary point of contact for customers, providing timely and effective support across all platforms
Collect and report customer feedback to recommend improvements in products, services, and processes
Collaborate with internal teams to identify and implement improvements to customer experience
Stay updated on industry trends and advancements in customer experience methodologies
Use CRM (MS Dynamics) to maintain accurate records of customer interactions, feedback, and resolutions
Prepare regular reports on customer experience metrics and present findings to facilitate data drive decision making
Act as the customer advocate in cross-functional meetings, ensuring customer-centric approaches
Develop and update customer journey maps to identify key touchpoints and areas for improvement.
Use journey maps to optimise the customer experience across various channels and platforms.

Skills

Excellent communication and interpersonal skills
Strong problem-solving abilities and a customer-centric mindset
High standard of proficiency using CRM software
Analytical skills with the ability to interpret data and make data-driven decisions
Ability to multitask and manage time effectively in a fast-paced environment
Attention to detail
Data management.

Behavioral Skills

Empathetic with a genuine desire to understand and deliver excellent customer experience
Proactive and resourceful in resolving issues and enhancing customer experience
Team player with a collaborative approach to problem-solving
Adaptable to changing situations and open to continuous learning.

Role Specific Requirements

Commitment to a Customer Service course with relevant time off to complete course.

Job Types: Full-time, Permanent, Fixed term contract, Apprenticeship

Pay: £22,000.00 per year

Benefits:

Company events
Company pension
Free parking
Life insurance
On-site parking
Paid volunteer time
Private medical insurance
Work from home

Schedule:

Monday to Friday

Work Location: Remote

Institute of Workplace and Facilities Management jobs

Customer Experience Advisor Apprentice