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Helpteam Member Recruitment Information

Overview

Our highly regarded Helpteam provide telephone, email and message board support to site members and customers. We are looking for friendly and sympathetic people with a mature and enthusiastic outlook along with good written and verbal communication skills. A genuine desire to help people is essential and an interest in health and fitness issues/food and cooking would be an advantage. Full training will be provided including an Open University course in Human Nutrition.

Job Description

Purpose of Job

The Helpteam Member’s role is to ensure our websites’ members, customers and potential customers have a great experience using our services and products, get the best possible value from them, and are made aware of the products/services we offer that may help them.

Responsibilities

• Helping members via phone, email and our online message boards – giving advice on healthy eating, weight loss, exercise and how to get the best out of our websites and products.

• Providing information, via phone and email, to prospective customers and others who contact us. Giving advice on our diet and fitness products, taking customer orders and recommending additional/alternative products and/or services where appropriate.

• Carrying out administrative tasks and communications in areas related to member/customer service and retention – such as order tracking, payment issues, cancellations/returns and refunds and other member requests.

• Contributing to product and service improvements by listening to customers, spotting opportunities for improvement and development, and communicating your thoughts about these to the team.

• Monitoring and moderation of message boards.

• Learning how existing/new sites and systems work and keeping knowledge up to date.

• Maintaining very high standards of service to, and communication with, customers.

• Maintaining customer confidentiality and protecting customers’ information in accordance with data protection legislation.

Essential Skills and Qualities Needed

• Ability to communicate well in writing, on the phone and face to face.
• Friendly, caring, and understanding attitude towards other people – along with patience and a good sense of humour.
• Good knowledge of how to use computers including familiarity with Microsoft Word and Excel, along with the ability to carry out research on the internet and distinguish between reliable/unreliable information/sources.
• Good at attention to detail, accuracy, interpreting information and problem solving.
• Ability to handle pressure whilst maintaining quality/quantity of work.
• Ability to contribute positively, thoughtfully, and confidently in team meetings and in discussions with other staff

Training and Development

Successful applicants will be given full on-the-job training and take an Open University course in Human Nutrition. Depending on your skills, aptitudes and interests there will be opportunities to develop in the more specialist areas of a Helpteam member’s role, such as testing and writing reviews of products, researching and writing articles, testing of and input to new programming, and other projects.

Working Hours & Pay

We have positions available between 12 hours and 37.5 hours per week. All positions will include working until 10pm on at least one day of the week plus at least one 6 hour shift on a Saturday or Sunday. Hours worked on Saturday and Sunday will be paid at normal hourly rate plus 25%. Whilst we try to keep working hours as stable as possible once established, all helpteam members are expected to be flexible and do their ‘fair share’ of additional hours to cover for absence and other business needs.  

Starting pay will be £6.20 to £6.80 per hour for Monday to Friday and £7.75 to £8.50 per hour for Saturday and Sunday, depending on skills and experience on starting. Reviews will be every 6 months for the first 18 months and, provided the required standards at each level are achieved, normal hourly pay will increase to £7.14 after 6 months, £7.50 after 12 months and £7.88 after 18 months.

Annual leave will be 20 days plus normal UK public holidays.

How to Apply

Call 01733 345592, or email kerrie.pateman@weightlossresources.co.uk for an application form. Send your completed application form to Kerrie Pateman,  Weight Loss Resources Ltd, 29 Metro Centre, Welbeck Way, Woodston, Peterborough PE2 7UH.

The closing date for applications is Monday 1st June 2009.

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