Membership & Customer Service Executive

Smart10 Ltd, Trading as SMT Recruitment; Welwyn Garden City; Hybrid; GBP 21,000 - 24,000; Full time

Job summary

SMT Recruitment in Welwyn Garden City is seeking a Membership & Customer Service Executive to join the Community & Membership Team. You will be the primary contact for customers, members, volunteers and business clients, handling enquiries with courtesy and efficiency.

The role combines customer service with administrative support, including processing orders, updating records, and supporting process improvements to enhance the customer experience.

Qualifications

• Previous experience within a customer service and administrative role.
• Experience using a customer database, CRM or order processing system.
• Excellent written and verbal communication skills.
• Good working knowledge of Microsoft Office, including Outlook, Excel, Word and PowerPoint.

Responsibilities

• Communicating with customers, members, volunteers, community groups and business clients via telephone, email, live chat and written correspondence.
• Processing customer orders and responding to general enquiries.
• Managing and resolving customer queries and complaints professionally and efficiently.
• Building strong relationships with customers and ensuring they feel heard, valued and supported.
• Monitoring internal systems to identify outstanding tasks and ensuring these are completed within appropriate timescales.
• Prioritising urgent enquiries and ensuring customers receive timely responses.
• Identifying and reporting errors or inconsistencies and working with colleagues to resolve issues.
• Processing BACS payments received from the Finance team and ensuring customer records are accurate.
• Maintaining accurate customer and membership information.
• Providing general administrative support to the wider team.
• Reviewing existing processes and suggesting improvements to reduce manual administration and improve the overall customer experience.
• Following up on customer feedback and helping turn this into positive improvements.

Skills

Customer service

Administrative skills

Communication skills

Proactivity

Teamwork

Time management

Attention to detail

Numerical skills

Prioritization

Adaptability

Relationship building

Tools

Microsoft Office

Job description

Membership & Customer Service Executive

Location

Welwyn Garden City

Job Type

Full Time Monday - Friday, 9am - 5pm, will offer min 1 day WFH once trained

Hourly rate

£13.73

Contract

till the March 2027 - Must be available to start work immediately

SMT is delighted to be recruiting for a Membership & Customer Service Executive to join a well-established organisation based in Welwyn Garden City.

This is a fantastic opportunity for an experienced customer service professional who enjoys building relationships, solving problems and delivering an excellent experience to customers.

Working as part of the Community & Membership Team, you will be a key point of contact for customers, members, volunteers, trainers and business clients. You will ensure enquiries are handled professionally and efficiently while providing a friendly and supportive service.

The Role

As Community & Membership Executive, you will be responsible for providing high quality customer service and administrative support across a wide range of enquiries.

Responsibilities

• Communicating with customers, members, volunteers, community groups and business clients via telephone, email, live chat and written correspondence
• Processing customer orders and responding to general enquiries
• Managing and resolving customer queries and complaints professionally and efficiently
• Building strong relationships with customers and ensuring they feel heard, valued and supported
• Monitoring internal systems to identify outstanding tasks and ensuring these are completed within appropriate timescales
• Prioritising urgent enquiries and ensuring customers receive timely responses
• Identifying and reporting errors or inconsistencies and working with colleagues to resolve issues
• Processing BACS payments received from the Finance team and ensuring customer records are accurate
• Maintaining accurate customer and membership information
• Providing general administrative support to the wider team
• Reviewing existing processes and suggesting improvements to reduce manual administration and improve the overall customer experience
• Following up on customer feedback and helping turn this into positive improvements

About You

We are looking for someone who is organised, proactive and passionate about providing excellent customer service.

Qualifications

• Previous experience within a customer service and administrative role
• Experience using a customer database, CRM or order processing system
• Excellent written and verbal communication skills
• The confidence to build strong relationships with customers and internal teams
• Good working knowledge of Microsoft Office, including Outlook, Excel, Word and PowerPoint
• Strong organisational and time management skills
• Excellent attention to detail and a high level of accuracy
• Good numerical skills and confidence using Excel
• The ability to manage priorities and work effectively within a busy environment
• A proactive approach with the confidence to use your own initiative
• The ability to work independently while also contributing positively as part of a team
• A resilient and adaptable approach to changing priorities

Experience working within a training, membership or service delivery environment would be beneficial but is not essential.

Why Apply?

This is an opportunity to join an organisation with a clear purpose and ambitious plans for growth.

You will become part of a team focused on building a strong community, delivering an excellent customer experience and supporting an organisation committed to making a positive difference to road safety across the UK.

If you are a confident customer service professional who enjoys building relationships, taking ownership and being part of a collaborative team, we would love to hear from you.