Membership Coordinator

  • Full Time
  • London
  • Salary: £21,000-£23,000

Website Hunter Merrifield

Job Seniority: Co-ordinator
Job Function: Member Services

Membership Coordinator

We have an exciting opportunity to launch your career in Membership. As Membership Coordinator for a leading, national Membership Body, you will support the team in delivering the membership targets as well as to providing excellent customer service to both members and the general public.

What will my responsibilities be?

•             Via telephone – first line telephone for incoming calls and covering a range of topics relating to their membership. To assist in directing members to other personnel where appropriate.

•             To assist in the members renewal process e.g. taking payments or processing refunds

•             Via email – Assist in answering customer enquiries regarding all aspects of membership which are to be processed and answered within 24hrs of receiving.

•             Via CRM – assist in answering all queries received and regularly perform database housekeeping such as fixing small errors that may appear on CRM e.g. Duplicated subscriptions/account merging.

•             To recommend ideas for improvement and highlight any problems

•             To maintain and update the CRM e.g. membership records and marketing data

•             To alert IT of any website/CRM process issues via the helpdesk.

•             Maintain knowledge of key products and services

•             Liaising with affiliate representatives to obtain required information for necessary to process loss of earnings claims.

•             Logging of all incoming calls to assist the marketing department in identifying trends.

•             To regularly review processes to see if they can be improved or made more efficient for both customers & staff.

•             Attending membership events to promote membership

•             To advise members of the benefits of continuing membership.

•             Help to maintain retention rate by promoting the Exit package where possible.

•             Upgrade – to actively upgrade all members whenever they are in communication.

 

What do I need to be successful in this post?

Experience:

Working with Microsoft Dynamics CRM systems

Knowledge of online payment processes

Working within a team

Previous experience working for a membership organisation

Person Specification:

Excellent telephone manner

The ability to work within a team

Confident communicator

Numerate and literate

Cheerful and positive disposition

The ability to work well under pressure and to deadlines

Want to deliver high standards of customer service

If you are looking for an opportunity to build upon your existing customer service experience, please apply today!

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