CIFAS

Member Experience Lead Application Deadline: 1 July 2025 Department: Operations Employment Type: Full Time Location: London, UK Reporting To: Hub Manager Compensation: £40,000 - £45,000 / year Description We have an opportunity to join our Operations team as a Member Experience Lead to champion outstanding service and ensure our members receive maximum value from their membership. In this key role, you will enhance the member experience by efficiently responding to operational queries, building trust and confidence in our services. With a strong focus on satisfaction and retention, you'll play a central role in delivering a seamless, rewarding experience that keeps our members engaged and supported. Key Responsibilities Working alongside industry specialists, the successful candidate will be responsible for: Being the primary contact for operational queries from members, working in collaboration with the Know team and wider colleagues to respond and provide guidance to Cifas members Monitoring and effectively triaging inbound member queries, resolving approximately 80% of standard queries, retaining ownership through to final resolution Engaging with new members following the handover from Business Development, working to ensure continuity of service and engagement, ensuring new members are set up for success, are compliant and maximise their use Cifas products and services Analysing, identifying, and presenting recommendations for process improvements and opportunities to enhance member experience including automation of self-service functionalities Working in collaboration with colleagues across the business, to identify improvements to overall member experience. Actively promoting the Cifas Member Handbook and Help Hub. Ensuring all correspondence is managed to a high standard. Representing Cifas at external meetings, conferences, events, and forums, as required. Skills, Knowledge and Expertise To be successful in this role, you will have: A broad knowledge and understanding of Cifas operation, processes, and procedures, and Cifas membership model, advantageous. Previous experience exposure working within fraud prevention environment, understanding of Cifas Handbooks, and how members access Cifas data, essential. Confident ownership of information and processes, while proactively seeking opportunity to learn. Ability to work collaboratively in a team environment, using sound judgment and maintaining a high degree of confidentiality. Proven relationship management experience across a range of internal and external teams and members, with excellent interpersonal skills and the ability to persuade influence and, when appropriate, challenge with tact and diplomacy. Excellent communication style, both written and verbal. High level of expertise to anticipate, respond to and resolve member queries by ensuring an excellent service. A proactive, solutions focused approach, resourceful, working to make things happen and taking others along with them. Ability to work professionally to meet deadlines and work collaboratively in a team environment. Excellent skills in Microsoft applications, including Excel, Outlook, and Teams. Benefits In return for helping us take the fight to fraud, all our employees receive an impressive benefit package, which includes: Remote working with approximately 2 days a month in the London office. Generous annual leave allowance plus the bank holidays Private healthcare Excellent pension package through salary sacrifice Personal and professional growth Employee wellbeing services - Wellbeing hub access with resources to various online exercise content, meditation guides, sleep stories and yoga. We have introduced agile ways of working, allowing teams to decide how best they work, while ensuring regular opportunities to collaborate and innovate. We create an environment to help you to unleash your potential and perform the most rewarding work of your career, whist keeping your wellbeing at the foremost with initiatives in place to promote the wellness of our people. We are committed to building a diverse and inclusive culture and have dedicated inclusion champions across the business to celebrate and promote our uniqueness. We also have a dedicated team of volunteers looking for innovative ways to give back as part of our commitments under our Corporate Social Responsibility. We are delighted to be recognised in the 2021, 2022 and 2024 best companies to work for listings. We have also been awarded the Investors In People Gold accreditation. If you are passionate about our purpose and would like an opportunity to make a valuable contribution to fraud prevention, we would like to hear from you.