Member Services & Admin Specialist (Hybrid)

Company Shop Group; Hanley; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Free membership

10% discount for staff

Doctor care Anywhere

Annual flu injections

Cycle to work

Medicash

Eye tests

Pension scheme

Holiday purchase scheme

Job summary

Company Shop Group is seeking a Members Service Administrator to join the Membership Team. The role ensures smooth membership service, handles applications, and supports stores across the business. Hybrid work model offered with 3 days in the office and 2 days from home.

You will resolve member queries, deliver friendly support, manage records in line with GDPR, and contribute to continuous improvement of processes to enhance member experience.

Qualifications

• Customer-focused approach with pride in delivering great service to members and colleagues.
• Excellent communication skills and ability to build positive working relationships.
• Proactive, solution-focused attitude to resolve queries and identify improvements.
• Strong organisational skills with ability to prioritise and meet deadlines.
• Great attention to detail when processing applications and maintaining records.
• Adaptable to changing priorities and supportive of wider business needs.
• Confident using IT systems, including Word and Excel, and willing to learn new systems.
• Commitment to Company Shop Group values and ongoing development.
• Experience in customer service or administration is beneficial, especially handling inquiries.
• Team player who wants to make a positive difference for members.

Responsibilities

• Support our members: answer inbound calls, make outbound calls, resolve membership queries, assist with applications and gather feedback.
• Deliver excellent customer service: respond to enquiries and complaints via membership inbox and social media, meeting service levels.
• Support stores: be a key contact for stores, guide and resolve membership queries.
• Process membership applications: review, approve or reject according to rules, ensuring accuracy.
• Process colleague applications and nominations, handling everything correctly.
• Keep member records up to date in line with GDPR requirements.
• Identify concerns, escalate complaints to appropriate teams, and help resolve issues.
• Look for process improvements and share ideas to enhance the membership service.
• Collaborate with colleagues across the business to support wider objectives.
• Promote a safe working environment by following policies and safety requirements.

Skills

Customer service

Communication

Team player

Organisational skills

Attention to detail

IT literacy

Willingness to learn

Tools

Microsoft Word

Excel

CRM systems

Job description

Company Shop Group is seeking a Members Service Administrator to join the Membership Team. The role ensures smooth membership service, handles applications, and supports stores across the business. Hybrid work model offered with 3 days in the office and 2 days from home.

You will resolve member queries, deliver friendly support, manage records in line with GDPR, and contribute to continuous improvement of processes to enhance member experience.