Member Support Executive

Alternatives; Dublin; Hybrid; EUR 36,000 - 48,000; Part time

Benefits offered by this job

Hybrid working in City Centre location

Job summary

Alternatives is seeking a Member Support Executive in Dublin for a 12–18 month fixed-term contract. The role focuses on member engagement, retention and support, handling sensitive subscription matters and guiding members through career and personal pathways.

The successful candidate will bring strong communication, problem-solving skills and sound judgement to manage complex enquiries with discretion and professionalism, contributing to improved member experiences and service standards.

Qualifications

• Three years’ experience in a customer service or similar member-facing role.
• Strong interpersonal and communication skills with empathy and discretion.
• Sound judgement balancing individual circumstances with policies.
• Experience handling complex enquiries and competing priorities.
• Excellent organisational skills and attention to detail.

Responsibilities

• Support members with membership and subscription matters across fees, onboarding and resignations.
• Handle delicate member inquiries with practical guidance and discretion.
• Engage proactively with members considering resignation to support retention.
• Build trusted relationships and deliver a positive member experience throughout the journey.
• Escalate complex cases with clear recommendations and supporting information.
• Maintain accurate records and reporting on subscriptions, fee reductions and retention activity.
• Monitor trends and contribute to KPIs and continuous improvement.
• Share knowledge and best practice across the team.

Skills

Customer service

Account management

Retention

Communication skills

Organisational skills

Empathy

Job description

12–18 Month Fixed-Term Contract | Dublin

A leading professional membership and education body representing a large network of qualified professionals across Ireland and internationally, is looking to hire a Member Support Executive to join the team for a period of 12 – 18 months.

This organisation supports its members throughout their professional careers, from initial qualification through to ongoing professional development and retirement.

This will be a varied, people-focused role involving member engagement, retention and support, with responsibility for handling sensitive membership and subscription matters and helping members navigate important career and personal circumstances.

The successful candidate will bring strong communication and problem-solving skills, alongside sound judgement and the confidence to manage complex enquiries and make balanced recommendations.

Key responsibilities:

• Support members with a range of membership and subscription matters and queries across fees, applications, onboarding and membership resignations.
• Manage delicate and sometimes complex member enquiries, providing practical guidance and support with professionalism and discretion.
• Proactively engage with members considering resignation or changes to their membership, identifying opportunities to address concerns and support member retention.
• Build trusted relationships and deliver a positive member experience throughout the membership journey.
• Escalate complex cases where appropriate, providing clear recommendations and supporting information.
• Maintain accurate records and reporting on subscriptions, fee reductions, resignations and retention activity.
• Monitor trends and contribute to management information, KPIs and continuous improvement initiatives.
• Share knowledge and best practice across the team, supporting colleagues and the development of service standards.

What they're looking for:

• At least three years’ experience in a customer service, membership services, account management, retention or similar member-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport and handle sensitive conversations with empathy and discretion.
• Sound judgement and the ability to balance individual circumstances with organisational policies and procedures.
• Experience managing complex enquiries and competing priorities.
• Excellent organisational skills and attention to detail.

The opportunity

A rewarding opportunity to join an established professional organisation in a role where relationship management, problem-solving and member retention are central to the work. You'll have the opportunity to make a genuine difference to members' experiences while contributing to the continued development of the team's services and processes.

What’s on offer:

• Hybrid working in a City Centre location