Member Relations Supervisor

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

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.