Membership Retention Advisor job with RECRUITMENT BESPOKE | Guardian Jobs
Membership Retention Advisor
Chartered Membership Body
Holborn, Central London
Basic Salary £20,000-£24,000 plus a range of excellent benefits including pension, life assurance, season ticket loan, and 25 days holiday
Full Time, Permanent.
Please note a CV & Covering Letter is required to be considered.
My client a leading chartered institute and awarding body is currently looking for a Membership Retention Advisor.
This role is responsible for delivering excellent customer service to members, processing membership renewals as well as undertaking recertification and regrade marking. The aim of this role is to retain membership numbers and upgrade members when possible.
Responding to and following up all assigned enquiries via email, telephone and letter, using active listening and questioning techniques to uncover the customer’s needs and offer the best advice.
Replying to member enquiries in a pro-active, timely, professional and polite manner
Logging all enquiries and opportunities on the CRM system
Managing assigned cases as the single-point of contact and owning the outcomes.
Conducting initial reviews of re-grades and re-certifications. Proactively providing help to members to ensure their successful regrade/recertification e.g. if they need to provide additional information for the technical evaluation etc
Communicating offers in accordance with agreed processes in a professional and tailored manner
Recognising opportunities for organisational growth, taking ownership or escalating these where appropriate
Supporting retention campaigns, taking direction from the Member Journey Manager, passing feedback to relevant colleagues as required in order to maximise retention rates
agreed processes and procedures; suggesting changes to support continuous improvement
Maintaining accurate and up to date records at all times on the CRM
Undertaking testing of the system and/or process developments where required
Working collaboratively with colleagues across the organisation on cross-team projects
Achieving and exceeding objectives and targets as agreed with the Member Journey manager
Supporting colleagues within the Individual Membership Team as required
Any other activities as directed by the Member Journey Manager, within reason
Qualifications and experience required
5 GCSEs including English and Maths (or equivalent)
Experience using a CRM/EMS database and other IT systems eg. Microsoft Office
Customer service experience in a business context
Educated to A level or equivalent
Exposure to the quality profession/ISO standards
Customer service experience in a membership context
To apply to this role please send your CV and a covering letter.
Due to the volume of applications we are only able to contact successful applicants. Therefore if you have not heard from us within 10 working days please deem your application as unsuccessful on this occasion.
membershipbespoke is acting as recruitment business in relation to this role. membershipbespoke positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
membershipbespoke remains the only specialist recruitment organisation in the UK, which offers a dedicated service tailored to the needs of Trade Associations, Unions, Professional and Regulatory Bodies.