Membership Officer – Responsibilities
* Act as the first point of contact via phone, email and post for membership enquiries.
* Process membership applications, renewals, amendments, cancellations and refunds in a timely manner.
* Maintain accurate system notes and respond to compliance-related queries, such as confirming membership status.
* Support membership onboarding, including sending packs and follow‑ups, and contact lapsed or prospective members to encourage engagement.
* Produce weekly reports on non‑renewals for the Compliance team and manage shared inboxes, directing enquiries where appropriate.
* Convert inbound enquiries into memberships, follow up on abandoned registrations and leads, support website enquiries and maintain prospect lists.
* Assist with product development, service improvements, events, trade shows and wider team activity when required.
Qualifications and Skills
* Strong customer service skills with a confident telephone manner.
* Experience working in a multi‑channel contact centre environment.
* Excellent written and verbal communication skills.
* High attention to detail, strong organisational skills and the ability to manage multiple tasks and prioritise effectively.
* Proactive, solution‑focused mindset and a team‑player who builds strong working relationships.
* Good working knowledge of Microsoft Office – Word, Excel, PowerPoint.
* Experience within the property sector or private rented sector is beneficial but not essential.
Benefits
* 23 days holiday plus UK bank holidays.
* Life assurance, private health care for you and dependents, and employee assistance programme.
* Season ticket loan, rental deposit loan and annual leave purchase scheme.
* Access to discounted personal insurance as part of the HFIS Group.
* Financial support for studying towards professional qualifications and study time, plus a wide variety of in‑house and external training.
We are an Equal Opportunity Employer.
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