Member Relations Administrator

Itchy Feet; Jersey Marine; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

10% staff discount on products

Regular double discount weekends

Secondary discount card

Discretionary bonus

Pension contributions

24/7 health and wellbeing support

Generous holiday allowance

Job summary

Itchy Feet in the United Kingdom is seeking a dedicated Member Relations Administrator to provide members with information on membership, share accounts, and products and services.

You will handle inquiries by phone, email, and social channels, process transactions, maintain records, ensure compliance, and support the Annual Members Meeting and Dividend Payout to deliver a best-in-class customer experience.

Qualifications

• GCSE/A-Level or equivalent education.
• Experience in a supervisory role is essential.
• Familiarity with membership processes is desirable but not mandatory.
• Knowledge of Microsoft Dynamics is beneficial but not essential.
• Strong active listening and interpersonal skills.

Responsibilities

• Resolve inquiries or issues related to membership and products/services.
• Identify member needs, clarify information, and understand issues fully to provide resolutions or escalate when necessary.
• Handle inbound and outbound calls, ensuring communications are managed efficiently and professionally.
• Respond to customer enquiries or complaints via email, post, and social media channels.
• Ensure all correspondence is addressed thoroughly and in a timely manner.
• Manage complaints effectively, recording details accurately and escalating to relevant teams as required.
• Oversee the administration of member share accounts, including closures of dormant accounts and data cleansing.
• Monitor processes and applications, escalating issues promptly and appropriately.
• Process member transactions accurately (deposits, withdrawals, dividend payouts, and account maintenance).
• Provide members with accurate transactional information as necessary.
• Maintain and adhere to Membership Policies and Procedures, fulfilling compliance obligations and escalation of issues.
• Stay updated on policies through continued training to enhance knowledge and performance.

Skills

Active listening

Interpersonal skills

Attention to detail

Organisational skills

IT literacy

Time management

Independent work

Team oriented

Decision making under pressure

Education

GCSE / A-Level or equivalent

Tools

Microsoft Dynamics

Job description

Our client is seeking a Member Relations Administrator to join their team on a full-time basis. The role's primary purpose is to provide members with comprehensive information regarding membership, share accounts, and various products and services. You will be responsible for addressing inquiries, resolving issues, and ensuring a best-in-class customer experience, all while adhering to established guidelines, policies, and regulations. Additionally, you will support the organisation and execution of the Annual Members Meeting and Dividend Payout.

Job Duties:

• Support members and customers by resolving inquiries or issues related to membership and products/services.
• Identify member needs, clarify information, and understand issues fully to provide resolutions or elevate them when necessary.
• Handle inbound and outbound calls, ensuring that all communications are managed efficiently and professionally.
• Respond professionally to customer enquiries or complaints received via email, post, and social media channels.
• Ensure all correspondence is addressed thoroughly and in a timely manner.
• Manage complaints effectively, recording details accurately and escalating to the relevant teams as required.
• Oversee the ongoing administration of member share accounts, including closures of dormant accounts and data cleansing.
• Monitor all processes and applications, escalating any issues promptly and appropriately.
• Process member transactions accurately, including deposits, withdrawals, dividend payouts, and account maintenance.
• Provide members with accurate transactional information as necessary.
• Maintain and adhere to Membership Policies and Procedures, fulfilling compliance obligations and ensuring timely escalation of issues.
• Stay updated on policies and procedures through continued training to enhance knowledge and performance.

Job Requirements:

• GCSE/A-Level or equivalent education.
• Experience in a supervisory role is essential.
• Familiarity with membership processes is desirable but not mandatory.
• Knowledge of Microsoft Dynamics is beneficial but not essential.
• Strong active listening and interpersonal skills, with the ability to handle challenging callers.
• Empathetic communication style when assisting members.
• Capability to manage complex and challenging situations effectively.
• Excellent communication skills, both written and verbal, ensuring accurate information delivery.
• Exceptional attention to detail, particularly in administration and record keeping.
• A responsible attitude, with a commitment to resolving issues and inquiries.
• Strong organisational and time management skills.
• Proficient IT skills, with the ability to navigate multiple applications and systems simultaneously.
• Ability to prioritise tasks and work independently.
• Team-oriented approach with a willingness to assist colleagues during busy periods.
• Ability to make sound decisions under pressure while remaining calm and patient.

What You'll Love:

Our client offers a supportive work environment dedicated to the principles of cooperative trade, emphasising a culture of belonging for all members and employees. You will benefit from a competitive remuneration package, including a 10% staff discount on various products, regular double discount weekends, a secondary discount card, a discretionary bonus, pension contributions, access to 24/7 health and wellbeing support, and a generous holiday allowance.