Membership Administrator

The Lensbury; Teddington; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Free meal every shift including drinks

Staff discounts

Use of leisure facilities (gym & pool)

EAP for you and your family

Online benefits portal with discounts

Fully funded Apprenticeship

Training and development opportunities

Staff Awards and social events

Cycle to work scheme

Free parking

Refer a Friend programme

28 days paid annual leave including PH

Job summary

The Lensbury is seeking a Membership Administrator to maintain our membership database and assist in the Membership Office. This role sits at a premier leisure club, hotel and events venue on the banks of the River Thames in Teddington.

You will handle enquiries, manage direct debit processes, renewals, and membership changes while ensuring data integrity and compliance. The position offers exposure to reporting, forecasting and supporting retention initiatives within a busy club environment.

Qualifications

• Strong communication and organisational abilities.
• Ability to solve problems and respond to member enquiries promptly.
• Proactive, reliable, and collaborative in a team environment.

Responsibilities

• Handle daily member enquiries in person, by phone and via email.
• Manage Direct Debit processes.
• Issue renewal letters, communicate subscription changes and manage annual membership renewals.
• Monitor membership expiry dates and administer frozen memberships.
• Ensure members are on the correct membership package relevant to age.
• Keep membership systems fully updated and ensure filing is completed and digital paperwork stored correctly.
• Produce weekly/monthly reports, starters and leavers reports, and other reports as required.
• Ensure full compliance with Data Protection and GDPR requirements.
• Achieve monthly and annual targets for terminations and freezes.
• Deliver accurate forecasting and activity planning to support retention goals.
• Contribute to the wider retention strategy and communicate policy or process changes to members.
• Attend member events and provide support to wider club events where required.

Skills

Communication

Problem-solving

Organisational

Proactive attitude

Professional behaviours

Team collaboration

Tools

Data entry

Job description

About us

Part of Iconic Hotels and Resorts, The Lensbury is located on the Banks of the River Thames at Teddington and is home to an exclusive leisure club, a 155 bedroom hotel, meeting and events space, restaurant and bar, Spa and 25 acres of gardens and grounds.

The Role

The Membership Administrator is responsible for maintaining our membership database and assisting in the administration of the Membership Office.

Benefits

• Free meal every shift including unlimited hot and cold drinks in the on-site canteen
• Discounts at The Lensbury and across some L+R hotels worldwide
• Use of some leisure facilities, including gym & swimming pool (after successful 30 day review)
• EAP for you and your family, including 24/7 helpline
• Online benefits portal offering lots of discounts across some major brands
• Fully funded Apprenticeship opportunities
• Excellent training and development opportunities
• Staff Awards and Social events throughout the year
• Cycle to work scheme
• Free parking
• Refer a Friend programme
• Paid annual leave of 28 days including public holidays

Key Responsibilities

• Handle daily member enquiries in person, by phone and via email.
• Manage Direct Debit processes.
• Issue renewal letters, communicate subscription changes and manage annual membership renewals.
• Monitor membership expiry dates and administer frozen memberships.
• Ensure members are on the correct membership package relevant to age.
• Keep membership systems fully updated and ensure filing is completed and digital paperwork stored correctly.
• Produce weekly/monthly reports, starters and leavers reports, and other reports as required.
• Ensure full compliance with Data Protection and GDPR requirements..
• Achieve monthly and annual targets for terminations and freezes.
• Deliver accurate forecasting and activity planning to support retention goals.
• Contribute to the wider retention strategy and communicate policy or process changes to members.
• Attend member events and provide support to wider club events where required.

What we’re looking for:

To be successful in this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

• A proactive, solutions-focused attitude
  Someone who takes ownership, anticipates challenges, and approaches work with curiosity and resilience.
• Professional behaviours
  Reliability, accountability, and the ability to collaborate effectively with colleagues and stakeholders.
• Key skills
  Strong communication, problem-solving, and organisational abilities, along with the technical or role‑specific skills needed to excel.
• Core values
  Integrity, respect, inclusivity, and a commitment to continuous improvement and high‑quality work.