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.

Key Responsibilities

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.

Category: Advisor

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