Remote Member Experience Specialist

S1jobs; Ayr; Remote; GBP 22,000 - 27,000; Full time

Job summary

S1jobs is seeking a customer service focused member to support our members and consumers at key journey stages. You will assist onboarding, live support, compliance queries and engagement initiatives to maintain a member-first experience.

Based in Ayr, Scotland, this 35-hour weekly role requires strong written and verbal communication, familiarity with CRM systems, and a proactive, problem-solving approach to keep data accurate and processes efficient.

Qualifications

• Experience in customer service or membership-focused roles.
• Excellent written and verbal communication.
• Proficient with CRM and email/LiveChat tools.
• Accurate data handling and attention to detail.
• Ability to manage multiple tasks in a fast-paced, remote-first environment.
• Willing to learn CPS and PAS 2030 compliance topics.

Responsibilities

• Respond to inbound queries via email, LiveChat, and phone with timely resolutions.
• Support requests related to BRCC, reinstatements, certificate re-issues, and general enquiries.
• Maintain accurate records in CRM systems and escalate complex cases as needed.
• Carry out onboarding follow-ups to ensure new members feel supported.
• Participate in reactivation and retention campaigns for disengaged members.
• Monitor satisfaction and flag pain points to the CET Manager.
• Contribute to internal knowledge base and chatbot documentation.
• Follow SOPs for scheme changes, reinstatements, and complaints.
• Suggest improvements to internal workflows and member touchpoints.
• Collaborate with Certification, Marketing, and IT teams as needed.

Skills

Customer service

Communication

CRM Systems

Attention to detail

Multitasking

Compliance basics

GDPR basics

Team player

Problem solving

Tools

CRM software

Job description

S1jobs is seeking a customer service focused member to support our members and consumers at key journey stages. You will assist onboarding, live support, compliance queries and engagement initiatives to maintain a member-first experience.

Based in Ayr, Scotland, this 35-hour weekly role requires strong written and verbal communication, familiarity with CRM systems, and a proactive, problem-solving approach to keep data accurate and processes efficient.