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Membership Customer Service
3 months ago
KEY RESPONSIBILITIES
On Boarding New Members:
- As part of the Membership team; ensure all new members are loaded to the CRM system correctly and in a timely manner
- Answer inbound calls from prospective members and covert these into paying memberships
- Work as part of the team on large lists of new members and ensure all new members are loaded to the CRM
Retention of current Members:
- Retention of members by providing a first in class membership service and point of contact to our existing members by various communication channels
- Make retention calls to current BII members ensuring this is completed at the set points in their membership, ensuring that they understand and are making the use of the BII benefits
- Make outbound calls to members for any aspect of membership retention or data integrity purposes.
- Occasionally you may be asked to make outbound calls to members who are in payment arrears with the aim to retain membership
- Work as a team to ensure all retention calls are made to members and all data is collected
CRM:
- Ensure the CRM system is kept up to date at all times, checking when making calls to members that the data stored is correct
- Ensure that there are no errors on the CRM system using the error reports within the system
- Produce CRM reports that will aid the Membership team as well as other BII departments
General Membership Team:
- Post membership certificates and other materials as and when required
- Other general administrative duties as and when required
- Attend BII events and roadshows where company partners and suppliers are involved with aim of growing and maintaining relationships.
- Any other duties deemed reasonable to assist the Head of Partnerships in the smooth running of the department.
PERSON SPECIFICATION
- Customer Services experience in a membership or similar organisation essential
- Previous experience of direct telephone calls both inbound and outbound
- Confident, outgoing and able to work as part of a team to achieve one united goal
Skills, Abilities and Knowledge
- Excellent organisational and administrative skills
- Proactive, positive and used to working without daily supervision, selfmotivated
- Ability to work to clear KPIs and report against them regularly
- Excellent telephone manner and face to face customer communication skills
- Innovative; able to recommend business process improvements
- Good with data; able to analyse and report
- A team player; flexible in work attitude and duties
- Good knowledge of Microsoft Office particularly Excel, Word and Outlook
- Good knowledge of CRM systems
Job Types:
Full-time, Permanent
Salary:
£22,000.00 per year
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Free parking
- Onsite parking
- Private dental insurance
- Private medical insurance
- Sick pay
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Harvest Crescent, GU15 2UZ: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (preferred)
Work Location:
In person
Application deadline: 30/06/2023
