Membership Telephone Customer Experience Officer

Reference
1113324

Branch
University of Staffordshire

Start date
15/06/2026

Duration
3 Months

Hours and days
37.5 Hours Per week Monday - Friday

Dress code
Smart Casual

Rate of pay
£12.71

Holiday rate
£1.53

Role

You would support our clients overall experience for members, building relationships and driving member retention and sales through encouraging benefit usage and providing proactive support. This role is great for someone who is outgoing, enjoys meeting new people and would enjoy servicing our clients’ patrons.

You would look to provide excellent customer service in helping businesses find the answers to their issues by carrying out telephone business diagnostics calls and meeting members face to face at selected Events.

Duties and responsibilities

• To provide a coordination role for our clients and their member to ensure that a full service is available to them.
• To provide support and service for steering groups responding to their requests. Issues using the whole team.
• To make 30 successful telephone calls daily, speaking to the principal contact. From a list of existing Members, as part of the member journey. Following guidelines for scripted questions/framework and gather data and intelligence on what support the member most needs.
• To retain membership at the agreed target level, fulfil all given targets for the client and for the different trade sections and groups in your designated area, and provide accurate, detailed tracking information to show progress.
• To refer to Sales Team any opportunities for new Members in line with personal targets as set, to assist in general recruitment of Members and growth of Membership overall.
• To encourage all members to increase their involvement with our client by doing 'one new thing' each year and attending events.
• To ensure that Members are presented with ALL the opportunities in terms of additional revenues. Ensuring personal up-selling targets are achieved.
• To facilitate the delivery of membership services by providing information and supporting the members on how to access the benefits available to them.
• Follow the customer journey as set, with your consistent contact with Members, to ensure regular updates are presented to them and engagement is noted.
• To ensure all members are contacted regularly in line with agreed member contract and member journey targets and manage the information and any necessary following up from any account management system to achieve 85% - 90% retention rates.
• In consultation with members, provide the central events team with a programme for ideas for member events.
• To support in the delivery of the growth hub diagnostic service by completing diagnostic forms for business where appropriate and help with the QES surveys and Business Awards entries.
• To work with all internal teams to ensure that all interests and needs of all members are communicated and to keep members informed of any changes to the offer and services of our client as a whole and so be aware of all aspects of our client.
• Raise the profile of our client with the support of the marketing and events team and including the use of social media and the production of newsletters.
• To record all activities with members on Ready Membership, keeping the database up to date with amendments.
• To produce regular data, as requested by the CEO, or senior management on membership.
• To support finance team where required with follow up invoices and chase outstanding membership debts and to provide detailed information and research as to what business value (or don't value) from membership.
• To have own transport to enable travelling to events etc.
• To work hours outside of normal hours, as required, at Events, Awards
• Assist in recruitment of Members through all opportunities given and refer these opportunities to the sales team.
• To adhere to all our clients’ policies and procedures, especially Health & Safety and IT and ensure compliance at all times.
• To work with the membership team to help develop what our client offers, receive feedback and look amend offer to address concerns.
• To look at how our client can use social media and Al to drive retention rates and to learn from other membership organisations.
• Use AI for the script summary from phone calls and use this to update RM.

Skills and experience

General Requirements

• Work diligently to meet the requirements of the role
• Use the clients’ CRM system and others as relevant to the role
• Always seek to Improve to achieve the highest quality standards and follow the clients’ quality assurance operating procedures
• Contribute to the clients’ commitment to work in a commercially successful way
• Participate in internal and external meetings and training as required
• Ensure that all relevant policies, procedures and working practices are always adhered to
• Participate positively in one to ones and appraisals
• Work in accordance with the clients’ culture, values, aims and objectives
• Always act as an ambassador for the client when dealing with members or representing the business
• Contribute to the clients’ team working environment, taking ownership of issues and supporting colleagues where appropriate
• Be flexible and willing to undertake any other duties that may be reasonably required
• To work from other clients’ offices as well as Stafford if required

Location
Stoke-On-Trent

Additional information

The postholder is expected to maintain their knowledge in line with regulatory and organisational requirements and undertake relevant training where required to support continued competence in the role.

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