Fixed term contract - 6 months 3 days per week - Monday to Wednesday (21.75hrs per week) Lutterworth based office - mainly Remote £17.63 per hour - FTE £33,237 An exciting opportunity has arisen to work for our client - an employer of choice. They are a professional membership organisation who are looking for a Customer Support and Engagement Officer. You will be supporting both the members and the public - delivering a high-quality, empathetic service. This role is Monday to Wednesday as part of a job share. Key responsibilities: Handle a high volume of telephone and email enquiries from members, potential members, and the public, in line with service level agreements Use empathy, active listening, and non-judgmental support to manage sensitive or complex conversations Apply critical thinking and sound judgment to assess and resolve complex queries in real time, escalating where appropriate Be alert to safeguarding and high-risk concerns and escalate in accordance with organisational protocols Engage with lapsed or at-risk members to support retention Manage, assess, and organise your own workload, monitor volumes, and report back to the Customer Service Supervisor The skill and qualities needed: Ideally A-level standard or equivalent Strong experience in an administrative/customer service role, ideally within a customer-focused or emotionally demanding environment Competence in using CRM systems Ability to deliver empathetic, professional, and values-led communication ..... full job details .....