Membership Experience Specialist

CIH Scotland; Coventry; On-site; GBP 21,000 - 32,000; Full time

Job summary

Chartered Institute of Housing (CIH) is seeking a Membership Support Officer to be the first point of contact for members and customers, handling enquiries via telephone and email. You will support membership growth, renewals, and retention while delivering a positive and professional experience.

We value relationship-building and clear communication, with experience in customer service in a fast-paced environment. Equality and inclusivity are central to CIH’s approach to recruitment.

Qualifications

• Experience in customer service and helping members.
• Strong communication and relationship-building skills.
• Comfortable working in a fast-paced environment.

Responsibilities

• Act as the first point of contact for membership enquiries by phone and email.
• Respond promptly to customer questions about membership.
• Promote membership benefits and encourage renewals.
• Contact members regarding payments, including late payments.
• Encourage members to pay by direct debit.
• Process membership applications and renewals.
• Maintain CIH database records.
• Support activities related to the membership renewal schedule.

Skills

Customer service

Relationship-building

Communication

Phone & email support

Job description

Chartered Institute of Housing (CIH) is seeking a Membership Support Officer to be the first point of contact for members and customers, handling enquiries via telephone and email. You will support membership growth, renewals, and retention while delivering a positive and professional experience.

We value relationship-building and clear communication, with experience in customer service in a fast-paced environment. Equality and inclusivity are central to CIH’s approach to recruitment.