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Membership Services Representative

JN072018130306_1532355779
£24000 - £26000 per annum

Managing this Role

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Francesca Lord

Business Manager 0207 759 7929

Francesca has more than 15 years' experience working within recruitment and has spent the last 10 building a successful London-based business focussing on third sector, NFP and membership. A keen interest in politics and public policy at degree level has allowed Francesca to build an extensive network of membership, engagement and policy professionals which led to the creation of Hunter Merrifield. Francesca leads a team of dedicated, candidate and client focussed individuals who are passionate about delivering an exceptional service to their contacts whilst helping membership and policy professionals develop their careers and skills. Hoping to make a difference and deliver a unique and highly effective recruitment service.

Membership Services Representative, City, £24 - 26K

Our client is a small but friendly membership body based in the creative heart of the City is seeking its newest team member. The team are passionate about supporting, protecting and representing a loyal membership base of over 12,000 professionals and work towards helping them enjoy a great professional and working life.

The small and highly experienced Membership team are looking for a new colleague who wants to take responsibility for engaging and working closely with members on a day to day basis. The successful candidate will help develop a strategy for a great customer service which welcomes, supports and advises members via a range of communication channels and by providing swift and efficient responses to queries. By having quality conversations with potential members, you will be able to contribute to the growth of our member base.

Whether you are an experienced Member Services Co-ordinator or looking to start your journey in Membership you will be a strong influencer, enjoy engaging people on the phone, face to face and over email as well as confident to share and try new ideas.

What experience will you need to fully enjoy this role?

  • Experience of working in a KPI focused member or customer service team with a high level of member interaction by phone, email and post.
  • Experience of working with a CRM system.
  • Outbound call campaigns experience using scripts to convert leads to customers.
  • Administration experience, specifically sales support and data entry, preferably within a membership organisation.
  • Financial administration, experience with the Direct Debit process would be useful.

What skills and abilities will you need to succeed?

  • Excellent up to date computer skills, including Microsoft Office packages, database or CRM systems and internet based services.
  • Proficient in Word and Excel i.e. able to segment and manipulate data, mail merges and work with templates.
  • A confident telephone manner able to deliver outbound call campaigns in a professional way.
  • Strong communications skills both written and oral with high levels of accuracy and numeracy.
  • Able to time-manage and prioritise to ensure timely response to member queries.

What knowledge will you need to bring to the office?

  • Good understanding of what good customer experiences look and sound like.
  • Knowledge of professional membership or other membership structure desirable.
  • Good understanding of Data Protection principles.
  • Experience working with Microsoft Dynamics CRM would be desirable.

If you can picture yourself working with a free thinking and supportive team in modern offices in the EC postcode with fab food and architecture for your out of the office hours please contact the team today for an informal conversation about the role. If you already know this is for you... apply today!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.


This job has now been filled but you may be interested in:

 

Membership Renewals Co-ordinator

Our client is a dynamic, fluid professional membership body with a commercial, fast paced environment based in the City of London. We are working with them at an exciting period of growth to hire the latest addition for its Membership and Operations team. Playing a crucial role in the delivery of the subscribers and members renewal cycle, you will hold responsibility for delivering excellent customer service and improve retention / renewal rates. You will communicate and suggest improvements to the renewal cycle and deliver regular reporting analyses which will produce emerging trends and insight that you and the team will use to make decisions around the renewals process. You will have the opportunity to engage with Customer Operations as well as Finance with the monthly, quarterly and yearly forecasts as well as tracking income and expenditure budgets.

How will I do this?

* Deliver renewal notifications and reminders, as part of the wider communications
plan that encourages retention and engagement across all membership types.
* To be responsible from a customer perspective for the effective and efficient collection of
fees via Direct Debits, working with Finance to deliver the end-to-end process.
* To manage the bulk lapsing process for all renewal groups, including the monitoring and
reporting of lapsing trends so as to pre-empt and forecast potential retention issues.
* To contribute towards the identification and implementation of renewal strategies in order to
improve retention rates.
* To be responsible for the processing of any Customer Operations purchase orders and
financial adjustments, including tracking and raising any identified issues to relevant
stakeholders.
* To undertake comprehensive data quality checks to ensure the data retrieved is accurate
and relevant prior to information being sent out to the renewal groups, reporting any
anomalies to the relevant stakeholders and working to rectify any issues.
* To manage the third party suppliers for the renewal communications to ensure that the
* To proactively communicate and report on the payment, renewal and lapsing trends of
segmented audience groups, so as to assist in the planning, creation and implementation of
promotional campaigns.
* Report trends and forecasts to the finance team to help with the budget and reforecasting.
Customer centricity
* To develop friendly, positive and supportive relationships with external and internal
customers, and to provide them with excellent service.
* To actively learn from customer feedback, comments and suggestions, including complaints,
to review and improve existing processes, and by doing so to anticipate other
customers' needs. To communicate this knowledge to relevant colleagues and where
relevant take ownership for implementation.

What can we offer you?

Generous annual leave entitlements, in addition to statutory bank holidays and two discretionary days over Christmas
Group Personal Pension Scheme with an employer contribution up to a maximum of 10.15%
Enhanced maternity, paternity and shared parental pay
Interest-free season ticket loan (upon completion of probationary period)
Plus many more attractive benefits

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.