Membership Engagement Officer
| Job Type | Permanent / Full Time |
| Area | Hertfordshire, England |
| Sector | Call Centre & Customer Service - Customer Service |
| Salary | Competitive |
| Start Date | ASAP |
| Advertiser | Jill Worrell |
| Job Ref | 821924 |
| Job Views | 76 |
- Description
- Member Engagement Officer
Location: Hertfordshire - Hybrid 3 days office 2 from home after training
Contract Type: Permanent, Full-time 35 hours per week
Salary: £25,000 per annum
Benefits: Excellent benefits and working conditions
About the Role
We're working with a professional membership organisation that's looking for a Member Engagement Officer to join their busy and collaborative team.
This is a fantastic opportunity for someone who enjoys working with people, providing excellent customer service, and making a real difference to members' experience. You'll be the first point of contact for enquiries, engaging with current and prospective members to promote the value of membership, upsell additional services, and ensure members receive outstanding support throughout their journey.
Key Responsibilities
Member Relations & Support
- Act as the first point of contact for member and prospective member enquiries via phone, email, WhatsApp, and online chat.
- Deliver exceptional customer service, building strong and positive relationships with members.
- Understand member needs, provide tailored advice, and proactively identify opportunities to add value.
- Gather feedback and share insights to improve member experience.
- Support the delivery of membership acquisition, onboarding, upgrade, and retention campaigns.
- Confidently promote membership benefits and upsell additional products and services.
- Assist during renewal periods to ensure smooth and timely processes.
- Stay informed on key trends and topics relevant to the membership community to enable meaningful conversations.
- Manage and report sales and financial data accurately.
- Maintain high standards of data accuracy and record-keeping across member systems.
- Support with a range of administrative duties, including invoicing, direct debits, and team rota coordination.
- Liaise with third-party providers to deliver membership materials and communications.
- Support the planning and delivery of member events, webinars, and CPD activities.
- Encourage participation and engagement at all events.
- Contribute ideas and feedback to improve member communications and marketing materials.
Essential Skills & Experience
- Experience working in a customer service, call-handling, or first-line communication role.
- Excellent telephone manner and confident communication skills across all channels.
- Strong administration and organisational abilities with attention to detail.
- Team player who enjoys working collaboratively.
- IT proficient, including Microsoft Office, Teams, and SharePoint.
- Strong written and verbal communication skills.
- Previous experience in a membership-based or administrative environment.
- Knowledge of GDPR and best practices in data handling.
- Customer service or administration qualifications.
- GCSEs (or equivalent) in Maths and English (A*-C).
- Willingness to travel occasionally to support member events, which may include overnight stays.
This is a varied and rewarding role where no two days are the same. You'll be part of a supportive, friendly team that values collaboration, professionalism, and member satisfaction. Ideal for someone who loves communicating, problem-solving, and taking ownership of their work.