Member Relations & Account Specialist

OurHouse Group; Greater London; On-site; GBP 30,000 - 37,000; Full time

Job summary

OurHouse Group is seeking a Member Relations & Accounts Specialist to safeguard membership revenue and resolve complex account issues. You’ll blend debt-recovery precision with a warm, member-facing approach to recover balances, reinstate Direct Debits, and win back lapsed memberships.

As the resident expert on our membership system, you’ll keep data clean and processes tight while balancing commercial targets with fair outcomes for members. This role reports into our House leadership.

Qualifications

• Proven experience in debt recovery, collections, credit control, or a retention-focused role.

Responsibilities

• Proactively contacting members with overdue balances to recover fees and reinstate Direct Debits.
• Making proactive and reactive calls to members considering cancellation, aiming to save memberships at 20%+ rate.
• Owning win-back campaigns for lapsed and cancelled members, from planning through to reporting.
• Handling inbound payment, account, and membership queries across all channels within SLA.
• Running regular data quality audits on member accounts to maintain accuracy and support reporting.
• Acting as the go-to system expert—logging every interaction correctly and keeping processes GDPR-compliant.

Skills

Debt recovery

Collections

Credit control

CRM / membership system

Data accuracy

Organised & process-minded

Empathetic communication

Tools

CRM system

Job description

Membership means something at OurHouse. It's not just a subscription — it's how families become part of something. As Member Relations & Accounts Specialist, you're the person who makes sure that connection holds, even when things get complicated.

This is a role that combines the precision of a credit-control background with the warmth of a member-facing one. You'll recover overdue balances, reinstate lapsed Direct Debits, save cancellations, and win back members who've left — always leading with care and finding the right outcome for the member and the business. You'll also be the resident expert on our membership system, keeping our data clean and our processes tight.

What you'll be doing

• Proactively contacting members with overdue balances to recover fees and reinstate Direct Debits — with empathy and clarity
• Making proactive and reactive calls to members considering cancellation, aiming to save memberships at 20%+ rate
• Owning win-back campaigns for lapsed and cancelled members, from planning through to reporting
• Handling inbound payment, account, and membership queries across all channels within SLA
• Running regular data quality audits on member accounts to maintain accuracy and support reporting
• Acting as the go-to system expert — logging every interaction correctly and keeping processes GDPR-compliant

What we're looking for

• Proven experience in debt recovery, collections, credit control, or a retention-focused role
• A confident, empathetic communicator — you can handle sensitive financial conversations with warmth and professionalism
• Strong CRM or membership system knowledge, with a keen eye for data accuracy
• Organised and process-minded, able to manage multiple queues and campaigns at pace
• Genuinely member-centric: you balance commercial targets with fair outcomes for people

What's in it for you

• £30,000–£37,000 base salary, depending on experience
• A role with direct commercial impact — your work protects membership revenue and keeps families connected to the club
• A collaborative, values-led team in a growing premium hospitality business
• Clear scope to develop expertise in membership systems, retention strategy, and data quality

OurHouse is a family members' club built around the belief that great experiences shouldn't stop when you have kids. We bring together world-class food and drink, thoughtfully designed kids' spaces, and a genuine sense of community.

If you're someone who finds real satisfaction in solving a problem, keeping the data clean, and making sure a member stays — we'd love to hear from you.