Membership Officer - London, United Kingdom - Merrifield Consultants

Merrifield Consultants
Merrifield Consultants
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Job description

Merrifield Consultants are delighted to be working with a Medical Membership Organisation to recruit a Membership Officer.


The Membership Officer role involves managing the day-to-day activities, databases/systems, and processes of the Member Services team to provide excellent service to members and achieve the Membership Organisation's targets.

Full Time, 35 hours per week

  • Permanent
  • Salary: £35,000 per annum


  • Location: Central London

  • Hybrid working
  • Closing date: 21st May 2023

Main Responsibilities:
Membership Officer

  • Operations:
  • Manage a team of four Member Services Advisers in a call centre environment.
  • Manage daytoday membership activities and processes, regularly monitor and report progress against KPIs and targets
  • Identify opportunities for improving customer expectations.
  • Maintain accurate data on the Salesforce CRM database.
  • Resolve member issues through inbound calls.
  • Update and create team processes.
  • Engagement and retention:
  • Conduct outbound call campaigns and member touchpoints.
  • Prepare reports on campaign outcomes for senior management.
  • Gather and share information for engagement and retention.
  • Ensure the team is up to date with the member value proposition.
  • Collaborate with the Member Service Team Leader to plan workload.
  • Professional Skills:
  • Handle escalated internal and external customer issues.
  • Build relationships within the organisation and with other bodies.
  • Assist in the recruitment and training of new team members.
  • Customer Care:
  • Provide quality customer service, and handle inquiries and complaints.
  • Foster excellent customer relations and communication.
  • Ensure timely response to correspondence and queries.
  • Supervision:
  • Directly supervise a team of four staff members.
  • Lead, motivate, and develop staff.
  • Conduct performance reviews and address development needs.
  • Implement service improvements.
  • Share comprehensive reports on team performance and objectives.

Experience and Skills Required:
Membership Officer

  • Significant experience in membershipfocused call centres.
  • Supervisory experience and engagement with members.
  • Problemsolving and resolution skills.
  • Advanced knowledge of customer handling techniques.
  • Recruitment and retention experience.
  • Financial management understanding.
  • Salesforce CRM and customer relationship management experience.
  • Proficiency in Microsoft Office.
  • Analytical and forecasting abilities.
  • Knowledge of GDPR.
  • Excellent written and verbal communication skills.
  • Ability to handle sensitive and confidential situations.
For more information on the Membership Officer role, please contact Akash Mahmud at Merrifield Consultants.
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