Membership Services Adviser

The MDU; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid/Home working

Job summary

The MDU is seeking a Membership Services Adviser to join our London hybrid team. You will engage with members across phone, email and digital channels, update accounts, and support subscriptions, delivering an exceptional member experience.

You will work within the Membership department, follow established processes, and contribute to continuous improvement while maintaining accuracy and high service levels. This role offers hybrid working arrangements and opportunities for development.

Qualifications

• Experience in member-facing roles with strong communication skills.
• Ability to handle inquiries via phone, email and digital channels.
• Capable of updating and maintaining member records accurately.

Responsibilities

• Conduct two-way communications via telephone, email, and digital channels to assist members and manage subscriptions.
• Manage inbound and outbound calls and update member accounts with accuracy.
• Complete administrative tasks and member correspondence efficiently.
• Monitor inboxes and allocate tasks to meet productivity standards.
• Respond to, record and resolve member complaints and learning points.
• Follow operational processes and department procedures.
• Own personal KPIs and contribute to team performance.
• Deliver high-quality member service and support retention.
• Provide feedback on market and competitor activity to improve services.

Skills

Multichannel communication

Customer service

Active listening

Accuracy & attention to detail

Relationship building

Job description

Membership Services Adviser

Location: London Office/Hybrid

Department: Membership

Job Type: Full time

Contract Type: Permanent

Hybrid/ Home working

Full/ part time positions available

The Medical Defence Union is a leading UK medical defence organisation that supports doctors and other healthcare professionals with medical negligence claims, medico-legal advice, legal representation and professional guidance. It helps members navigate complex clinical and regulatory challenges, providing expert support and peace of mind throughout their careers.

The Membership role is at the forefront of the MDU's engagement with its members, acting as a key point of contact to understand their needs, respond to queries and provide tailored support. The role is focused on delivering an exceptional member experience, building strong relationships, maintaining accurate membership records and ensuring members feel valued and supported.

Role Responsibilities:

• Conduct two-way communications via telephone, email, and digital channels to assist members, update accounts, and manage members subscriptions.

• Manage inbound and outbound calls, updating member accounts and subscriptions while delivering an exceptional member experience.

• Complete administrative tasks, after-call work and member correspondence accurately and efficiently.

• Manage personal and shared inboxes and allocated tasks to meet productivity and efficiency standards.

• Respond to, record and resolve member complaints and learning points.

• Follow MDU operational processes, company policies and departmental procedures.

• Take ownership of personal KPIs and contribute to overall team and departmental performance.

• Deliver world-class member service, applying training and supporting member retention.

• Monitor market and competitor activity, providing feedback and recommendations to improve MDU products and services.

What We Are Looking For:

• A natural ability to connect, listen, and influence positively across various channels.

• A genuine passion for delivering high-quality experiences.

• The ability to prioritise tasks, manage your time effectively, and maintain high accuracy.

• Eagerness to support colleagues, share knowledge, and contribute to a positive team culture.

• Readiness to learn new systems, apply training material, and take ownership of your personal development and KPIs.

Salary

Competitive

Benefits

Closing date

30-10-2026