Membership support officer - 9 months maternity cover FTC

The Chartered Institute Of Housing; Coventry; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Flexible working

Employee assistance programme

Private health care

Pension scheme

CIH membership

Professional development

Cycle to work

Job summary

The Chartered Institute of Housing (CIH) is seeking a Membership Support Officer on a 9-month maternity cover contract. This hybrid role combines home and CIH office work, with 35 hours per week and a clear focus on delivering excellent member experiences.

You will manage enquiries, support membership growth and renewals, and maintain accurate records in the CIH database, while contributing to a positive, responsive customer journey for our members and customers.

Qualifications

• Experience in customer service and delivering positive member experiences.
• Ability to build relationships and communicate value with clarity.
• Comfortable handling enquiries by phone and email and working in a fast-paced environment.

Responsibilities

• Act as the first point of contact for membership enquiries by phone and email.
• Respond promptly and accurately to customer questions regarding membership.
• Promote membership benefits and encourage renewals and retention.
• Offer concessionary rates where appropriate.
• Encourage members to pay by direct debit.
• Process membership applications and renewals.
• Maintain accurate records by updating the CIH database.
• Support activities related to the membership renewal schedule.

Skills

Customer service

Relationship-building

Clear communication

Direct debit knowledge

Job description

Membership support officer - 9 months maternity cover FTC

Hybrid – Home/CIH office

Membership and professional development

Full time

Fixed Term Contract

Job Title: Membership Support Officer – 9 months maternity cover FTC

Band: 7

Location/Base: Hybrid – Home / CIH office

Hours: 35 hours per week

About us

The Chartered Institute of Housing (CIH) are the professional body supporting housing professionals to create a future in which everyone has a place to call home.

About you

Are you passionate about building meaningful relationships and delivering exceptional member experiences? Join CIH as a member support officer and play a pivotal role in shaping the future of our growing membership community.

As a membership support officer, you will be the first point of contact for our members and customers, handling enquiries via telephone and email. You will play a key role in supporting membership growth, renewals, and retention while ensuring every customer receives a positive and professional experience.

You will:

• Act as the first point of contact for membership enquiries by phone and email
• Respond promptly and accurately to customer questions regarding membership
• Promote membership benefits and encourage renewals and retention
• Offer concessionary rates where appropriate
• Encourage members to pay by direct debit
• Process membership applications and renewals
• Maintain accurate records by updating the CIH database
• Support activities related to the membership renewal schedule

We’re looking for a relationship-builder with a member-first mindset, able to communicate value with clarity and enthusiasm. You will bring experience in customer service and a confident comminutor and be comfortable working in a fast-paced environment

CIH is committed to equal opportunities at all stages of recruitment and selection and strives to have a workforce that promotes inclusivity. We welcome applicants from all sectors of the community. If you feel you have barriers to applying, please get in touch as we would be happy to discuss any reasonable adjustments we can make to achieve and celebrate diversity.

Interviews will be held on – Tuesday 13 and Wednesday 14 October 2026

Hours

35 hours per week

We want you to enjoy working at CIH, so it’s really important to us that we offer benefits that you value. Take a look below at some of the things you can take advantage of when you join us:

A good work/life balance

• 25 days holiday, plus eight bank holidays as standard (pro-rated for part-time colleagues) plus, gifted days off over Christmas and New Year
• Flexible working to accommodate your work and personal commitments – we value outcomes and recognise that everyone has a unique working style
• Access to our employee assistance programme for life’s challenges
• Policies to support you with big life changes or difficult times, such as the menopause and caring responsibilities
• Enhanced maternity and paternity packages
• Private health care with the option to purchase for family members
• Generous sick pay allowance
• Financial support for eye tests and help with the cost of glasses
• Cycle to work scheme.

Financially supporting you and your family

• Access to CIH Plus, our employee discount portal to help your salary go further
• Income protection scheme in case of an extended period of illness
• Death in service benefit equivalent to three times your salary
• Helping you save for the future by contributing to a defined contribution pension scheme.
• Full CIH membership – access all our member-exclusive content to build your housing knowledge
• A commitment to your professional development
• A flexible office space encouraging collaborative working.

04-10-2026

Job attachments

JD_-Mat_Cover_Membership_Admin_Jan_26.pdf