Member Experience & Services Coordinator

British Museum; Greater London; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Free exhibition entry

Civil Service Pension

25 days annual leave

Staff wellbeing perks

Job summary

The British Museum is seeking a proactive Membership Services Coordinator (Member Relations) to join the Membership Services team in a hybrid role based in Bloomsbury, London. You will help deliver a first-class member experience, manage enquiries across channels and support the implementation of improved processes.

You will work closely with the Membership Services Manager (Relations), develop templates and knowledge resources, and contribute to campaigns and events while training colleagues

Qualifications

• Experience delivering excellent customer service in a public-facing environment.
• Strong written and verbal communication skills with an excellent telephone manner.
• Experience handling complex customer queries with professionalism and confidence.
• Excellent organisational skills and attention to detail.
• Experience using CRM or customer databases; Raiser’s Edge advantageous.
• Strong Microsoft Office skills.
• Ability to manage competing priorities and meet deadlines with a collaborative attitude.
• Proactive approach to identifying improvements and enhancing processes.
• Experience in a museum, gallery, membership organisation, charity or fundraising environment is advantageous.

Responsibilities

• Coordinating and overseeing member enquiries across email, telephone and post.
• Acting as an escalation point for complex customer service issues.
• Developing and maintaining response templates, FAQs and knowledge resources.
• Producing customer service reports and performance information to drive improvement.
• Supporting and training colleagues in membership processes and systems.
• Managing financial administration, reporting and refunds.
• Building effective working relationships across the Museum to ensure excellent service for Members.
• Contributing to membership campaigns, events and member engagement activities.

Skills

Customer service

Communication skills

Query handling

Organisational skills

CRM databases

Raiser’s Edge

Microsoft Office

Prioritisation

Process improvement

Museum experience

Tools

Raiser’s Edge

CRM systems

Microsoft Office

Job description

The British Museum is seeking a proactive Membership Services Coordinator (Member Relations) to join the Membership Services team in a hybrid role based in Bloomsbury, London. You will help deliver a first-class member experience, manage enquiries across channels and support the implementation of improved processes.

You will work closely with the Membership Services Manager (Relations), develop templates and knowledge resources, and contribute to campaigns and events while training colleagues