Membership Services Coordinator (Member Relations)

LLOYD'S REGISTER INTERNATIONAL; Greater London; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Free exhibition entry

Civil Service Pension Scheme

25 days annual leave

Staff wellbeing and development

Job summary

The British Museum is seeking a proactive Membership Services Coordinator (Member Relations) to support the Membership Services team in delivering an outstanding service to Members. This hybrid role is based in Bloomsbury, London, with on-site presence required at least four days per week.

You will help shape how we support Members, develop best practices, and drive continuous service improvements, while training and supporting new team members.

Qualifications

• Experience delivering excellent customer service in a public-facing environment.
• Strong written and verbal communication skills with an excellent telephone manner.
• Experience handling complex customer queries with professionalism and confidence.
• Excellent organisational skills and attention to detail.
• Experience using CRM or customer databases; Raiser's Edge advantageous.
• Strong Microsoft Office skills.
• Ability to manage competing priorities and meet deadlines with a collaborative attitude.
• Proactive approach to identifying improvements and enhancing processes.
• Experience in a museum, gallery, membership organisation, charity or fundraising environment is advantageous.

Responsibilities

• Coordinate responses to member enquiries across email, telephone and post.
• Escalate complex customer service issues as needed.
• Develop and maintain response templates, FAQs and knowledge resources.
• Produce customer service reports and performance information to drive continuous improvement.
• Support and train colleagues in membership processes and systems.
• Manage financial administration, reporting and refunds.
• Build effective working relationships across the Museum to ensure excellent service for Members.
• Contribute to membership campaigns, events and member engagement activities.

Skills

CRM systems

Raiser's Edge

Microsoft Office

Customer service excellence

Communication skills

Problem solving

Relationship building

Time management

Tools

CRM software

Office 365

Job description

Membership Services Coordinator (Member Relations) Membership Services Coordinator Aug26

• Vacancy Type: Permanent
• Contract length: Permanent
• Working Hours: 0930-1730
• Working Pattern: Full Time
• Is hybrid working available?: Yes
• If hybrid how many days on site minimum?: at least 4 days per week on-site in Bloomsbury, London
• Location: Bloomsbury, London (Hybrid)
• Salary: £31,979 per annum
• Application Deadline: Sunday, September 13, 2026
• Job Profile: Job Profile document

About the role

This is an exciting time to join the Membership Services team at the British Museum. As we continue to evolve and enhance the experience we offer our Members, we're looking for a proactive and customer-focused Membership Services Coordinator to play a key role in helping us deliver an outstanding service.

This position offers a unique opportunity for someone who enjoys improving processes, solving problems and building strong relationships. You'll work at the heart of our Membership operation, helping to shape how we support Members, develop best practice and contribute to continuous service improvements across the team. You would support the manager in looking after the department and providing training and support for new team members. This role offers excellent opportunities to broaden your skills, take on additional responsibility and develop expertise across customer service, membership operations, reporting and stakeholder engagement.

If you're passionate about delivering exceptional customer experiences and are looking for an opportunity to make a meaningful impact while growing your own skills and career, we'd love to hear from you.

About you

We're seeking someone who combines excellent customer service skills with a genuine interest in improving processes and helping teams work more effectively.

You will bring:

• Experience delivering excellent customer service in a public-facing environment
• Strong written and verbal communication skills with an excellent telephone manner
• Experience handling complex customer queries with professionalism and confidence
• Excellent organisational skills and attention to detail
• Experience using CRM or customer databases, experience with Raiser’s Edge would be advantageous
• Strong Microsoft Office skills
• The ability to manage competing priorities and meet deadlines with a collaborative attitude
• A proactive approach to identifying improvements and enhancing processes
• Experience working within a museum, gallery, membership organisation, charity or fundraising environment would be advantageous.

Key areas of responsibility

As Membership Services Coordinator (Member Relations), you will be responsible for helping to deliver a first-class experience for our Members. You'll act as a key point of support within the Membership Services team, coordinating responses to member enquiries, overseeing communication channels and helping ensure consistently high standards of customer care.

Reporting to and working closely with the Membership Services Manager (Relations), you'll take ownership of day-to-day processes, support colleagues with complex enquiries and play an important role in identifying opportunities to improve efficiency, enhance member satisfaction and develop new ways of working.

Key responsibilities include:

• Coordinating and overseeing member enquiries across email, telephone and post
• Acting as an escalation point for complex customer service issues
• Developing and maintaining response templates, FAQs and knowledge resources
• Producing customer service reports and performance information to help drive continuous improvement
• Supporting and training colleagues in membership processes and systems
• Managing financial administration, reporting and refunds
• Building effective working relationships across the Museum to ensure excellent service for Members
• Contributing to the delivery of membership campaigns, events and member engagement activities

The British Museum is undertaking its biggesttransformationsince its founding nearly 300 years ago. This physical and intellectual transformation includes large scale building and gallery transformation, new ways of connecting with audiences and different ways of working. As we look towards this exciting future, we remain guided by the words of our founder Hans Sloane - who dreamed of a museum connecting all arts and sciences, which would be accessible to everyone, everywhere.

Benefits

At the British Museum, we believe our people are at the heart of everything we do and have designed a benefits package that goes beyond the ordinary. Our full list of benefits can be found here, but we’ve outlined some highlights below:

• Free exhibition entryfor you and guests, exclusive private views, ICOM and reciprocal museum access.
• Civil Service Pension Schemedefined benefit with 28.97% employer contribution.
• 25 days’ annual leaveplus bank holidays and 2.5 privilege days (and +5 days after 10 years).
• Social and wellbeingperks including Staff parties, social clubs, CSSC sports and leisure, and support from the Civil Service Retirement Fellowship.
• Learning and developmentthrough courses, mentoring and Athena as well as support for professional qualifications.
• Employee Assistance Programmeavailable 24/7 for counselling, wellbeing support and more.

Values

Our values drive everything we do, from how we handle our objects to how we work in our team to fostering a culture where everyone feels heard and empowered:

• Care Deeply
• Embrace the Unknown
• Spark Curiosity
• Value Many Voices

These are a core part of how we recruit. Throughout the application, interview and selection process, we look for examples of how candidates demonstrate these behaviours in their own work and experiences. We encourage you to familiarise yourself with our values and reflect them in your application.

Additional information

If you have any additional needs that we should be aware of to support you with your application, please provide details to [e-mail].

Internal Applicants:We welcome internal applicants regardless of background, department or length of service but encourage you to let your manager know before applying.

The Museum also adheres to the HMG Baseline Personnel Security Standard (BPSS) for pre-employment screening of Civil Servants.