Membership Officer - London, United Kingdom - Cyclehoop

Description

About the job

Cyclehoop Ltd is an award-winning company that designs and installs innovative cycle parking racks and shelters across the UK.

We are looking for an experienced, dedicated and hard-working
Membership Officer to join our team here in South London.

This can be either an on-site or hybrid role with flexibility to work from home on a Tuesday and a Thursday, after passing the probation period.

Main Duties Will Include

• Handling telephone enquiries from clients and service users
• Maintaining and updating the Rentals Department CRM system
• Processing orders for new members
• Managing approximately 6,000 membership subscriptions
• Credit control, ensuring outstanding membership fees are recovered
• Investigating, managing and resolving member queries
• Managing maintenance enquiries
• Investigating failed key returns, arranging lock changes as necessary
• Process key returns and deposit refunds
• Assist with preparing reports, as directed by the head of department
• General administrative duties for Rentals Department and other departments as directed by the departmental manager
• Any other duties commensurate with the post
• Ensuring you deliver vision of the company
• Ensuring you achieve performance targets, including SLAs
• Ensuring the delivery of excellent customer service via a variety of different communication channels
• Engaging with both internal and external stakeholders, building relationships to ensure that customers receive the best possible experience.
• Actively help to make the working environment vibrant, enjoyable and inclusive.

Skills And Attributes

• A team player with a positive attitude and willingness to learn
• Experience of delivering excellent customer service
• Proactive approach, and not afraid to use own initiative
• Attention to detail
• Able to manage own workload and time effectively, whilst also providing support to the team
• Able to work autonomously
• Able to solve problems in real time in a professional manner and provide suitable solutions
• Able to maintain focus

Essential Requirements

• Minimum 3 years' experience of working in a customeroriented role
• Minimum 3 years' experience of handling difficult telephone enquiries
• Minimum 3 years' experience of responding to customer correspondence
• Minimum 3 years' experience of utilising credit control skills
• Be reliable and personable and able to build rapport with our clients and customers
• Ability to learn new software systems following training
• Ability to remain calm under pressure
• Excellent problem solving skills
• Experience of working autonomously and prioritising own workload

Desirable Requirements

• Passionate about cycling and a general interest in active living
• Experience of managing subscriptions and membership enquiries
• Experience of using Salesforce
• Background in account management, dedicated client portfolio management or housing management

Salary And Benefits
- £23,000 - £29,000 per annum (40 hours per week)

• Cycle to Work scheme
• Company bonus scheme
• Hybrid working available
• 20 days annual leave + Bank Holidays
• Additional 3 days annual leave gifted to employees to be used in December over Christmas period
• Regular social events organised by the company

Job Types:
Full-time, Permanent


Salary:
£23,000.00-£29,000.00 per year


Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Work from home

Schedule:

• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 3 years (preferred)
• Credit control: 3 years (preferred)

- handling difficult enquiries in a live environment: 3 years (preferred)
- subcription/membership management: 3 years (preferred)


Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 75% (preferred)

Work Location:
Hybrid remote in London

Application deadline: 16/06/2023


Reference ID:
REN0623

Expected start date: 19/06/2023