Member Experience Officer - 9-Month FTC, Hybrid

The Chartered Institute Of Housing; Coventry; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Flexible working

Employee assistance programme

Private health care

Pension scheme

CIH membership

Professional development

Cycle to work

Job summary

The Chartered Institute of Housing (CIH) is seeking a Membership Support Officer on a 9-month maternity cover contract. This hybrid role combines home and CIH office work, with 35 hours per week and a clear focus on delivering excellent member experiences.

You will manage enquiries, support membership growth and renewals, and maintain accurate records in the CIH database, while contributing to a positive, responsive customer journey for our members and customers.

Qualifications

• Experience in customer service and delivering positive member experiences.
• Ability to build relationships and communicate value with clarity.
• Comfortable handling enquiries by phone and email and working in a fast-paced environment.

Responsibilities

• Act as the first point of contact for membership enquiries by phone and email.
• Respond promptly and accurately to customer questions regarding membership.
• Promote membership benefits and encourage renewals and retention.
• Offer concessionary rates where appropriate.
• Encourage members to pay by direct debit.
• Process membership applications and renewals.
• Maintain accurate records by updating the CIH database.
• Support activities related to the membership renewal schedule.

Skills

Customer service

Relationship-building

Clear communication

Direct debit knowledge

Job description

The Chartered Institute of Housing (CIH) is seeking a Membership Support Officer on a 9-month maternity cover contract. This hybrid role combines home and CIH office work, with 35 hours per week and a clear focus on delivering excellent member experiences.

You will manage enquiries, support membership growth and renewals, and maintain accurate records in the CIH database, while contributing to a positive, responsive customer journey for our members and customers.