Member Retention & Accounts 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

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.