Customer Services Executive

Memiah Limited; Camberley; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

34-hour week

Hybrid work

32 days holiday

Health insurance

Pension 5%

Discretionary bonus

Volunteering days

Team events

Job summary

Happiful, a Memiah Limited trading name, seeks a Membership Services Executive in Camberley. You’ll support members by phone and email, guide professionals through applications, and offer marketing/profile advice to help listings stand out.

You’ll resolve enquiries with empathy, balance workload, and contribute to community discussions across our directories. Hybrid work and a supportive team await.

Qualifications

• Experience in a customer service, member support or account support role would be valuable.
• Familiarity with CRM systems is helpful.
• Knowledge of marketing, SEO or the wellbeing professions would be welcome, but you can learn about our directories as part of the role.

Responsibilities

• Review applications and verify professionals against our membership policies.
• Answer members’ questions by phone and email, including queries about applications, profiles and payments.
• Give members tailored advice on making the most of their profile, from describing their services and choosing relevant information to improving how they present their practice online.
• Share practical marketing guidance and help members use the tools and opportunities included in their membership.
• Build relationships with members through online networking, joining conversations, answering questions and sharing useful guidance within our professional communities.
• Resolve feedback and complaints fairly and sensitively, working with other teams when needed.
• Review profile changes and take appropriate action where they do not meet our policies.
• Keep accurate records and handle member information in line with our data protection standards.
• Share recurring questions and member feedback to help us improve our service.
• Contribute to team catch-ups and, take your turn as a Team Ambassador by leading team meetings and helping drive team goals.

Tools

CRM systems

Job description

Help the professionals who help others

At Happiful, we connect people with trusted professionals through Counselling Directory, Hypnotherapy Directory, Nutritionist Resource, Therapy Directory and Life Coach Directory. More than 31,000 verified practitioners are listed across our directories, and our Membership Services team helps them make the most of their membership.

We’re looking for a Membership Services Executive who enjoys solving problems, writing thoughtful replies and building relationships. You’ll support members by phone and email, guide new professionals through the application process, and offer practical marketing and profile advice to help them present their services clearly and make the most of their listing. You’ll also connect with members through our online communities.

This is a varied, computer-based role. You’ll use several systems throughout the day and balance straightforward enquiries with situations that need care, judgement and attention to detail. You’ll have a supportive team around you while taking ownership of your own work.

What you’ll do

• Review applications and verify professionals against our membership policies.
• Answer members’ questions by phone and email, including queries about applications, profiles and payments.
• Give members tailored advice on making the most of their profile, from describing their services and choosing relevant information to improving how they present their practice online.
• Share practical marketing guidance and help members use the tools and opportunities included in their membership.
• Build relationships with members through online networking, joining conversations, answering questions and sharing useful guidance within our professional communities.
• Resolve feedback and complaints fairly and sensitively, working with other teams when needed.
• Review profile changes and take appropriate action where they do not meet our policies.
• Keep accurate records and handle member information in line with our data protection standards.
• Share recurring questions and member feedback to help us improve our service.
• Contribute to team catch-ups and, take your turn as a Team Ambassador by leading team meetings and helping drive team goals.

We care about the quality of each interaction. Our team has won four Nicereply awards for customer satisfaction, and we’re looking for someone who takes the same pride in giving members clear, personal support.

What you’ll bring

You’ll be comfortable speaking with customers on the phone, writing clear and helpful emails, and working across digital systems. You’ll enjoy getting to know members, understanding what they want from their listing and offering advice that fits their practice. You’ll also be able to organise your workload, pay close attention to detail and remain calm when a conversation is sensitive or a problem is complicated.

Experience in a customer service, member support or account support role would be valuable, particularly if you’ve handled complaints or taken ownership of enquiries through to resolution. Familiarity with CRM systems is helpful. Knowledge of marketing, SEO or the wellbeing professions would be welcome, but you can learn about our directories as part of the role.

Above all, we’re looking for someone who combines empathy with sound judgement: a person who listens carefully, follows policies consistently and wants to find a useful answer for each member.

What we offer

• A 34-hour working week with flexible start and finish times.
• Hybrid working, typically with at least one to two days per week at our Watchmoor Park office in Camberley. Office attendance may increase when needed for the role.
• 32 days’ holiday, including bank holidays and our end-of-year office closure, increasing with service to a maximum of 38 days.
• Vitality health insurance and access to mental wellbeing support, including therapy and Wellness Ambassadors.
• Up to 5% employer pension contribution.
• The opportunity to be considered for a discretionary twice-yearly company bonus.
• Two volunteering days each year and a charity donation allowance.
• Team events and opportunities to share ideas that improve the member experience.

We’re a certified B Corporation and part of Memiah Limited. Alongside our directories, Happiful brings together wellbeing information, a free magazine and an app to help more people find support.

Happiful is an equal opportunity employer. We welcome applications from people with different backgrounds and experiences.

Happiful is a trading name of Memiah Limited.