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Member Experience Adviser

4 months ago

Perth, Australia Chamber of Commerce and Industry of WA (CCIWA) Full time

Opportunity to join a fun and supportive team
- Engage with a range of CCIWA members
- Salary packaging available

**About CCIWA**
CCIWA is an independent, not-for-profit, Member-based organisation that has been the voice of business for more than 130 years.

With circa 8,000 members from across all regions and industries, our mission is to make it easier to do business in this state and ensure that WA is a place where businesses of all shapes and sizes can succeed. We want this State to be the best place to live and do business.

At CCIWA we choose to be the most contemporary reflection of the community we represent. We choose ideas. We choose action. And we choose great people who want purpose in their lives.

**About the Opportunity**
The Member Experience Adviser will focus on acquiring and retaining members, promoting services and activities such as events and training to ensure CCIWA members have the best possible experience and get value of CCIWA membership and the services that we offer.

In this role, you will be a champion of the Member Engagement team and will play a pivotal part in helping CCIWA enhance the membership experience, deliver value to our members and the business community.

Your key responsibilities include, but are not limited to:

- Efficiently, effectively and professionally answer inbound member calls and ensure that the enquiry is dealt with by the relevant business unit
- Deliver high level customer relationship engagement that promotes the CCIWA value proposition, service excellence and supports member acquisition and retention
- Undertake proactive outbound calls including booking meetings, providing service updates, updating member information and sale of membership packages, events and training course attendance
- Action membership leads in accordance to the lead follow up plan for both acquisition and retention of members
- Regular and effective use of Customer Relationship Management (CRM) to document progress and manage pipeline, member interaction, enhance the member experience and improve data quality
- Build relationships with key contacts within CCIWA member and non-member organisations and effectively communicate our value proposition that matches their needs
- Work together with other members of the Member Engagement team and other business units to understand service offerings, current market trends and information that will add value to our members
- Assisting in ensuring that members are on the relevant package that meets their needs and upgrading them if required.
- Provide support to other Member Advisers to ensure that member enquiries are responded to in a timely manner
- Monitor own performance against team targets and KPIs

This is
**a Part Time (0.4FTE), Permanent **opportunity available for an immediate start.

**About you**
You will be inspired and driven by the opportunity to work for WA’s peak business organisation that is committed to our Vision - WA is the best place to live and do business.

You will bring to our Member Engagement team the following:

- Minimum of 3 years’ experience in a related field
- Proven experience in customer service and call centre environments
- Proven ability to interact with internal and external customers to ensure an exceptional level of customer service and satisfaction.
- Strong verbal and written communication skills and a high attention to detail
- Proven ability to efficiently deal with high volumes of administration tasks.
- The ability to work well both individually and in a team environment
- Driven and self-motivated, with the ability to solve problems as they arise
- Energetic and enthusiastic, with a high level of personal accountability
- Experience in a sales (B2B - services) role and/or business development team
- Police Clearance
- Drivers Licence

***

**About our Culture**
At CCIWA, we are high performing, diverse people who are talented, supportive, and inclusive. We will work with you to develop your career; ensure you feel supported and have the skills and capabilities you need to succeed at CCIWA and in your whole career.

We strive to be
- curious, contemporary, impactful, _and
- respectful_. Throughout our recruitment process, we aim to find someone who fits our values along with the required skills needed to be successful in the role. We welcome change and diversity as it not only strengthens our values but provides innovation and contemporary thinking that is essential for us to continue to be the peak industry body in WA.

**CCIWA perks**
At CCIWA we have a range of benefits to support our employees. We provide our employees:

- Access to free and confidential counselling for employees and their immediate family
- Flu vaccinations
- Corporate health insurance discounts
- Rest and Relaxation bonus
- Salary Sacrificing, CCIWA has rebateable status.

***

**How to apply**
- A cover letter (1-page max)
- An up-to-date CV/resume