Membership Retention Administrator

Brook Street; Bournemouth; On-site; GBP 26,000 - 28,000; Full time

Job summary

Brook Street is seeking a proactive Membership Retention Administrator in Bournemouth for an on-going temporary assignment, with potential to go permanent. You will support member retention through strong customer service, handle enquiries, and keep membership records accurate.

Key duties include contacting members about renewals, promoting benefits, processing applications and updates, and generating retention reports.

Qualifications

• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to manage multiple tasks.
• High level of accuracy and attention to detail.
• Experience maintaining electronic records and databases.
• Confident using Microsoft Office, particularly Excel.
• Ability to work independently and as part of a team.
• Positive, professional, and customer-focused approach.
• Experience working to targets and deadlines.

Responsibilities

• Contact existing members to support membership renewals and retention activities.
• Promote the benefits of membership and answer questions confidently and professionally.
• Deliver exceptional customer service when handling member enquiries and concerns.
• Work towards individual and team performance targets.
• Maintain and update customer records accurately within the membership database.
• Process membership applications, renewals, and account updates.
• Liaise with internal departments to resolve account and payment-related issues.
• Record customer interactions and retention outcomes accurately.
• Produce regular reports and provide updates on retention activity.
• Identify opportunities to improve member engagement and retention performance.
• Support colleagues and contribute to a positive team environment.

Skills

Communication

Organisational skills

Attention to detail

Record keeping

Excel

Teamwork

Independent working

Meeting targets

Customer-focused

Tools

Microsoft Office

Job description

Membership Retention Administrator.

We are looking for a proactive and customer-focused Membership Retention Administrator to join our client based in Bournemouth on an on-going temporary basis (Potential to go permanent). The successful candidate will play a key role in maintaining and growing membership retention by providing excellent customer service, supporting members with enquiries, and ensuring membership records are accurate and up to date.

This is an ideal opportunity for someone with strong communication, administration and customer service skills who enjoys building relationships and delivering a positive customer experience.

Key Responsibilities

• Contact existing members to support membership renewals and retention activities.
• Promote the benefits of membership and answer questions confidently and professionally.
• Deliver exceptional customer service when handling member enquiries and concerns.
• Work towards individual and team performance targets.
• Maintain and update customer records accurately within the membership database.
• Process membership applications, renewals, and account updates.
• Liaise with internal departments to resolve account and payment-related issues.
• Record customer interactions and retention outcomes accurately.
• Produce regular reports and provide updates on retention activity.
• Identify opportunities to improve member engagement and retention performance.
• Support colleagues and contribute to a positive team environment.

Essential

• Previous experience in an administration, customer service, sales support, or membership-based role.
• Excellent verbal and written communication skills.
• Strong organisational skills with the ability to manage multiple tasks.
• High level of accuracy and attention to detail.
• Experience maintaining electronic records and databases.
• Confident using Microsoft Office, particularly Excel.
• Ability to work independently and as part of a team.
• Positive, professional, and customer-focused approach.
• Experience working to targets and deadlines.

Desirable

• Experience in customer retention, membership services, account management, or telesales.
• Experience handling customer objections and resolving issues.
• Knowledge of CRM or membership database systems.
• Experience within a membership, not-for-profit, association, or subscription-based environment.

Working Hours: Monday-Thursday, 9:00am-17:00pm. Friday, 9:00am-16:00pm.
Pay Rate: £19.25p/h (weekly Pay)

Brook Street NMR is acting as an Employment Business in relation to this vacancy.