Member Relations Administrator

Itchyfeet; United Kingdom; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Staff discount 10%

Double discount weekends

Discretionary bonus

Pension contributions

Health and wellbeing support

Generous holiday allowance

Job summary

Itchyfeet is assisting a client in recruiting a Member Relations Administrator for a full-time role in the United Kingdom. You will provide members with information about membership, share accounts, and products/services, and you will address inquiries while resolving issues to deliver a best-in-class customer experience.

Key duties include handling inbound/outbound calls and emails, administering share accounts (including closing dormant ones and data cleansing), processing transactions, and

Qualifications

• GCSE/A-Level or equivalent education.
• Supervisory experience is essential.
• Strong active listening and interpersonal skills.
• Empathetic communication style when assisting members.
• Excellent written and verbal communication.

Responsibilities

• Provide members with information regarding membership, share accounts, and products/services; resolve inquiries and issues.
• Handle inbound and outbound calls; respond to inquiries via email, post, and social media.
• Ensure timely, thorough correspondence and escalate complaints as required.
• Oversee administration of member share accounts, including closures of dormant accounts and data cleansing.
• Process member transactions (deposits, withdrawals, dividend payouts, account maintenance).
• Maintain and adhere to Membership Policies and Procedures; ensure compliance and timely escalation of issues.
• Monitor processes and applications; escalate issues as needed.
• Stay updated on policies through ongoing training.

Skills

Supervisory experience

Active listening

Interpersonal skills

Customer service

Empathetic communication

Deadline management

IT proficiency

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.