Membership Advisor

Once For All Limited

Basingstoke

On-site

GBP 26,000 - 36,000

Full time

14 days+

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Benefits offered by this job

Wellness fund

Pension

Life Assurance x 3

25 days holiday

Continual professional development (CP

Holiday Purchase Scheme

Volunteering day

Employee Assistance Programme

Team offsite events

Eye care voucher

Tea, Coffee & fruit

Job summary

Once For All Limited is seeking a confident Customer Success professional to deliver exceptional service through phone and email support, handling objections and guiding customers to understand the value and ROI of their membership.

You will log interactions in CRM, collaborate with Finance and Account Management, and thrive in a fast-paced, high-volume environment while maintaining empathy and clear communication.

Qualifications

Shows a high level of resilience to price related objections while articulating the value of products.
Ability to navigate difficult conversations calmly and professionally.
Strong capability to manage and overcome objections and progress conversations constructively.
Exceptional written and spoken communication; able to explain complex processes clearly to customers.

Responsibilities

Answer inbound calls and emails professionally and efficiently.
Manage relationships by providing exceptional service with customers via phone and email; address membership queries.
Record callers’ queries accurately and route to the appropriate team.
Provide accurate product help and next-step guidance to customers.
Communicate the value of membership and return on investment.
Confidently understand and communicate pricing structure.
Manage inbound queries to support churn reduction.
Deliver pricing messages with honesty, clarity and empathy.
Diagnose pricing issues and determine resolution path or escalation.
Handle escalated pricing conversations calmly and empathetically.
Log and manage all customer interactions in CRM systems (ChurnZero, Salesforce).
Collaborate with Finance, CS, Verification, and Account Management to share trends.

Skills

Price objection handling

Communication skills

De-escalation

Active listening

Fast learner

Resilience under pressure

Tech literate

Team collaboration

Commercial experience

Industry knowledge (construction)

Job description

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary:

A confident and resilient Customer Success professional, responsible for delivering exceptional service through high-quality phone and email support, effective issue resolution, and strong relationship management.

This role combines expert objection handling, confident pricing and renewal conversations, and the ability to guide customers toward informed decisions and to fully understand their return on investment.

You will respond to customer concerns, communicate complex information clearly, and manage all interactions confidently and accurately within CRM systems. Success in this role requires empathy, composure under pressure, cross-functional collaboration, and the ability to thrive in a fast-paced, high-volume environment while consistently representing the value of our products and membership offering.

Job Responsibilities:

Answer inbound calls and emails professionally and efficiently.
Managing relationships by provide exceptional level of service with customers via phone and email. Addressing membership queries.
Understand and accurately record callers’ queries, resolving them directly or routing to the appropriate team.
Provide accurate product help and next‑step guidance to your customer.
Communicate the value of membership and return on investment.
Confidently understand pricing structure and be able to communicate this to customers.
Manage inbound customer queries to support the reduction of churn.
Deliver difficult pricing messages with honesty, clarity, and empathy while ensuring the customer feels supported.
Diagnose the root cause of pricing complaints quickly and determine the correct resolution path or escalation.
Handle escalated pricing conversations calmly and empathetically while maintaining clear, controlled communication.
Log and manage all customer interactions, tasks, and journeys within ChurnZero and Salesforce to ensure consistent follow-up and visibility, maintaining an accurate and compliant flow of information.
Work efficiently in a high‑volume, reactive environment while maintaining resilience and consistent professionalism.
Collaborate effectively with Finance, Customer Success, Verification, and Account Management, sharing trends to improve cross‑functional alignment.

Knowledge, Skills, Experience and Qualifications:

Show a high level of resilience to price related objections whilst articulating the value of our products with customers.
The ability to navigate difficult conversations in a calm and professional manner.
Strong ability to manage and overcome objections while progressing conversations constructively with the potential of turning them into opportunities.
Someone with exceptional communication skills. You must be able to write and speak clearly and be able to explain complex processes to customers in a straightforward way.
The ability to de‑escalate, to quickly diffuse tense conversations by maintaining composure, actively listening, and guiding customers towards constructive outcomes.
Someone who is enthusiastic and shows passion and excitement for their job.
A fast learner with the ability to adapt tonew informationand systems efficiently, showing agility in learning and applying new skills and technologies.
Someone who can prioritise and perform effectively under pressure.
Someone who is dependable and organised and can follow through on commitments they make both internally and externally.
Enthusiastic about technology with strong computer literacy.
Someone with 1 year of commercial experience, either in sales, retention or subscription‑based business.
We will provide all the necessary sector training howeverdemonstratingbasic understanding of Construction or supply chain risk management will be preferable.