At The Institute of Chartered Accountants England & Wales (ICAEW), you’ll be part of an organisation that’s shaping the future of business, finance and the accountancy profession on a global scale. Our bold Direction 2030strategy puts members, innovation, sustainability and trust at the heart of everything we do; creating an exciting, forward looking environment where your work has real impact. We invest in our people through our benefits package, continuous development and a supportive, inclusive culture that empowers you to grow and thrive. If you’re looking for a role with purpose, influence and opportunity, ICAEW is a place where your future can truly take shape.
We’re looking for a Contact Centre Advisor to join our team in Milton Keynes on a permanent basis. This role offers a salary of £28,226 with a hybrid working pattern, working hours between 6am-7pm during peak periods.
To be responsible for supporting ICAEW students, members and other ICAEW customers. To contribute towards maintaining our reputation for excellence by providing a first-class, multi-channel enquiry service, and accurate and ’right first time’ information to all enquirers and ensuring service level standards are delivered. To maintain the professional and quality service associated with the ICAEW brand in every interaction.

What you will be doing:
*Resolving high volume, multi-channel enquires to ICAEW with professionalism and integrity
*Manage enquiries within set service standards, delivering exceptional service to all our customers at every interaction
*Understand and confidently communicate relevant products, services and benefits of membership to students, qualification holders and members
* Work with colleagues from across the organisation to deliver accurate information on events, new application/progression paths, and regulation changes with confidence
*To proactively support membership growth and retention targets, participating in outbound campaigns as required.
What you will need:
*Self-motivation and resilience to deliver against set service levels in a time-pressured role.
*Exceptional customer service skills and experience
*Good IT skills, including Word and Excel, and in maintaining a complex database including Microsoft Dynamics
*Excellent organisational, planning and administrative skills
*A demonstrated problem solver who puts the customer at the heart of the solution.
*Demonstrated ability to use integrated telephone and computer systems including Microsoft Dynamics and other role-specific applications


What you can expect from us
We believe doing your best work starts with feeling supported both professionally and personally. That’s why we offer a range of benefits designed to give you flexibility, security, and peace of mind:
*A generous 9% pension
*Healthcare cash plan
*Private Medical Insurance
*Life assurance at 4x your salary
*24 days’ holiday, and the option to buy or sell extra days
*Hybrid working
*Everyday savings through gym discounts, travel loans, and retail perks
*Enhanced family leave, including up to 6 months on full pay
*Ongoing wellbeing support, including access to CABA
*A paid day each year to volunteer for a cause that matters to you
It’s all part of creating an environment where you can thrive, in work and beyond. For a full overview of our benefits package please see below.
Additional Information


We reserve the right to close this vacancy earlier than the advertised closing date if we receive enough suitable applications. We therefore encourage interested candidates to apply as soon as possible to avoid disappointment.