Member Relations Officer

Carer Support Wiltshire; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Flexible working options

Discounted travel to work schemes

Employee wellbeing assistance program

Personal and professional growth and发展

Job summary

Carer Support Wiltshire is seeking a Member Relations Officer to support the membership strategy, recruitment and retention activities, and to be the first point of contact for member enquiries. The role is based in Manchester with hybrid working, requiring at least two days per week in the Manchester office.

You will build relationships with current and prospective members, promote membership benefits, and support engagement across events and online platforms in a values-driven organisation."

Qualifications

• Experience of dealing with enquiries from the public, customers or in a membership context.
• Interest in supporting values-based organisations such as co-operatives or social enterprises.
• Excellent interpersonal skills, with the ability to build rapport and positive working relationships.
• Strong organisational skills, prioritising workloads and meeting deadlines.
• Excellent written and verbal communication skills.
• Attention to detail in record keeping and data management.

Responsibilities

• Work with the Membership Manager to implement the membership and engagement strategy.
• Recruit, retain and manage target members and member groups.
• Build and maintain understanding of our members and their needs.
• Promote membership benefits, products and services and support engagement.
• Maintain member records and report on CRM data.

Skills

Customer service experience

Stakeholder relationship

Communication skills

Organisational skills

Attention to detail

Job description

We are delighted to share this new and exciting opportunity for a Member Relations Officer to join the organisation.

Position: Member Relations Officer

Location: Manchester /Hybrid (at least 2 days per week in the Manchester office)

Salary: £28,791 per annum

Hours: Full time, 35 hours per week

Contract: Permanent

Interviews: Thursday 3 December in Manchester

About the Role

As the voice of the UK’s co-operative movement, the organisation empowers and supports co‑operative enterprise with specialised knowledge and expertise, to grow the co‑operative economy and create a fairer society. From football clubs and farms to convenience stores and pubs, there are more than 7,000 co‑operatives in the UK, each owned and controlled by their members and based on a set of shared principles and values. By promoting shared wealth through member ownership, the team are committed to enable anyone in the UK to form, or join, thriving and sustainable co‑ops.

As Member Relations Officer, you will support the membership strategy through member recruitment and retention activities. You will act as a first point of contact for member enquiries and build positive relationships with current and prospective members. You will also promote membership benefits, products and services, and support member engagement and networking.

Join an organisation led by unwavering values of solidarity, self-responsibility, equity, and honesty, if you share these core values, we would be delighted to receive your application.

Core responsibilities include:

• Work with the Membership Manager and team colleagues to implement the membership and member engagement strategy, in line with strategic and personal goals.
• Work with Membership Manager and team colleagues to collectively work towards and achieve strategic KPI’s.
• Recruit, retain and manage own target members and member groups in order to develop a growing, mutually beneficial and financially sustainable relationship with them.
• Build and maintain an in depth understanding of our members, their needs and experience.
• Further develop and maintain understanding of subscription model, packages, products and income generating services: sharing awareness amongst the membership to ensure member needs are met.
• Take an active role in providing a meaningful, informative and productive first year’s journey to new and returning members.
• Be responsible for own member relationships while escalating more complex queries to the Membership Manager and/or Member Services Lead, or Advice Team as appropriate.
• Working with colleagues analyse existing and potential markets for membership and the upselling of services to existing members, developing and overseeing contact strategies to specific member groups as agreed.
• Support members’ engagement with the organisation and facilitate networking between members, particularly: best practice sharing, mentoring and business referrals, at our events, online and through personal contact.
• Help inform the design and delivery of membership awareness and recruitment campaigns ensuring consistently high levels of quality and alignment with our brand, particularly: data and insight gathering, creation and maintenance of marketing material, following up leads and conversion into members.
• Act as a first point of contact for member and potential member enquiries by phone, email, website or in writing and follow-up within an agreed timeframe.
• Contribute to the design and delivery of our membership processes ensuring a consistently high member experience, particularly in the areas of: recruitment, membership applications, member communications, enquiries and retention/removal.
• To maintain and update member records, undertaking membership analysis and reporting on the customer relationship management system as and when required.
• To work with and support the Member Services Lead on matters relating to the wider membership functions ensuring our membership and governance: structures, policies and procedures reflect our co‑operative identity and member needs.
• Develop and maintain knowledge of regulatory and legal requirements relevant to role, support and promote compliance with those requirements within the role and the business.

About You

To be successful in this role, you will bring:

• Experience of dealing with enquiries from the public, customers or in a membership context
• An understanding of and interest in supporting values‑based organisations such as co‑operatives, community businesses or social enterprises.
• Excellent interpersonal skills, with a proven ability to build rapport and develop positive working relationships with colleagues and external stakeholders
• Strong organisational skills, including the effective prioritisation of workloads, management of competing demands and meeting deadlines.
• Excellent written and verbal communication skills, with the confidence to promote relevant products, services and membership benefits
• Attention to detail, accuracy, and quality when carrying out process driven tasks such as record keeping and database maintenance

About the Organisation

As the voice of the UK’s co‑operative movement, the organisation empowers and supports co‑operative enterprises with specialised knowledge and expertise, to grow the co‑operative economy and create a fairer society. From football clubs and farms to convenience stores and pubs, there are more than 7,000 co‑operatives in the UK, each owned and controlled by their members and based on a set of shared principles and values. As an organisation it is led by unwavering values of solidarity, self‑responsibility, equity, and honesty, therefore if you share these core values, we would be delighted to receive your application.

• Flexible working options
• Discounted travel to work schemes
• Employee wellbeing assistance programme including free eye tests
• Personal and professional growth and development, including coaching

Other roles you may have experience in could include Customer Service, Customer Service Officer, Customer Service Exec, Customer Service Assistant, Customer Care, Supporter Care, Membership Officer, Membership Executive, Membership Coordinator, Membership Assistant, Admin, Administrator, Administration.

Please note this role is advertised by the recruitment agency acting for the client, Not For Profit People. #INDNFP