Member Services Administrator

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

Members Service Administrator

Based: Tankersley, South Yorkshire

Salary: £27'726

Hours of work: 8.30am to 5pm Monday to Friday, 40 hours per week. (some flexibility available)

Hybrid: 3 days in the office, 2 days working from home

Be part of something different!

At Company Shop Group (CSG), we're passionate about making a difference. As the UK's largest commercial redistributor of surplus food and household products, we're proud to help tackle waste while delivering real social value through our Company Shop stores and Community Shop social enterprise.

We're looking for a Members Service Administrator to join our Membership Team, where you'll play an important role in delivering an excellent experience for our members and supporting our stores across the business.

If you enjoy helping people, solving problems and keeping things running smoothly, this could be the perfect opportunity for you!.

What you'll be doing

As a key member of our Membership Team, you'll help ensure our membership service runs efficiently, providing friendly, helpful and professional support to members, colleagues and stores.

Your responsibilities will include:

• Supporting our members: Answer inbound calls and make outbound calls to resolve membership queries, assist with applications and gather feedback.
• Delivering great customer service: Respond to enquiries and complaints received through our membership inbox and social media platforms, ensuring responses are timely and meet agreed service levels.
• Supporting our stores: Act as a key point of contact for stores, providing guidance and helping resolve membership-related queries.
• Processing membership applications: Review, process, approve or reject applications in line with membership rules, ensuring accuracy and attention to detail.
• Managing colleague applications: Process colleague applications and associated nominations, ensuring everything is handled correctly.
• Keeping information up to date: Maintain accurate member records and personal information in line with GDPR requirements.
• Resolving issues: Identify concerns, escape complaints to the appropriate teams and work collaboratively to find solutions.
• Making improvements: Look for opportunities to improve processes, share ideas and help make our membership service even better.
• Working collaboratively: Build positive relationships with colleagues and stakeholders across the business, sharing relevant information and supporting wider team objectives.
• Promoting a safe working environment: Follow company policies and procedures, including Health, Safety and Environmental requirements.
• Getting involved: Support store events and new store openings when required.

Requirements

What we're looking for

We're looking for someone who enjoys helping people, takes pride in delivering excellent service and can keep on top of a varied workload.

You'll ideally bring:

• A customer-focused approach, with a genuine passion for delivering great service to both internal and external members.
• Excellent communication skills and the ability to build positive working relationships.
• A proactive, solution-focused attitude, with the confidence to resolve queries and identify opportunities for improvement.
• Strong organisational skills, with the ability to prioritise your workload and meet deadlines.
• Great attention to detail, particularly when processing applications and maintaining accurate records.
• The ability to adapt to changing priorities and support the wider needs of the business.
• Confidence using IT systems, including Microsoft Word and Excel, with a willingness to learn new systems.
• A commitment to our Company Shop Group values and your own ongoing development.
• Previous experience in a customer service or administration role would be beneficial, particularly where you've handled customer enquiries, managed information or worked to service level agreements.
• Most importantly, you'll be someone who enjoys working as part of a team and wants to make a positive difference to our members' experience.

Benefits

What's in it for you:

• Free membership to Company Shop for you and 10 x nominees.
• 10% CSG colleague discount
• Doctor care Anywhere
• Annual Flu Injections, high street & leisure vouchers, and on-site Parking.
• Subsidised staff Canteen, Free Tea & Coffee, and Free Fruit Friday!
• Employee Assistance Programme – Grocery Aid.
• Eligible for Costco membership, Cycle 2 Work, Skoup skip hire, too good to go bags
• Medicash
• Simply Health Dental Plan
• Eye tests
• Contributory pension scheme with Life Assurance.
• Octopus EV Scheme
• Holiday purchase scheme
• Charitable giving
• PLUS Family friendly benefits.

Join Company Shop Group and become part of a team that's making a difference every day.

If you're organised, approachable and passionate about customer service, we'd love to hear from you!