Membership support officer - 9 months maternity cover FTC

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

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 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
• Contact members regarding payments, including late payments
• 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.

Closing date – Sunday 4 October 2026

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