Membership Client Services/Retention Exec - City

Location
London
Salary
£33000 - £34000 per annum
Posted
17 Feb 2017
Closes
03 Mar 2017
Ref
FR/MemClientServ
Contact
Frankie Riley
Job Title
Customer Services
Industry Sector
Other
Contract Type
Permanent
Hours
Full Time
Our client, an established Membership Association based in the City, are looking for an experienced Membership Client Services Executive to provide a five star service to their Members. This is a brilliant opportunity to join a friendly and expanding team within a company who offer personal development and good benefits.

The Role
- The role holder acts as a first point of contact for dealing with members. The
purpose of the role is to reduce the number of members enquiring or cancelling their membership
– Responsible for responding to all members who contact the association to leave either over the phone, by  email or letter.
– Understand and proactively investigate member’s issues and gain insight as to why they want to leave, to capture and analyse findings, identifying key or emerging trends and recommend action as necessary.
– Build relationships with departments across the organisation to gain understanding of the membership
development, loyalty & retention and recruitment activity being undertaken; to incorporate into compelling
retention communications and conversations.
– To build and maintain an up-to-date knowledge of all services available to members as part of their
membership.
– To obtain a good understanding of the political and topical issues affecting the company, and potentially impacts on members who contact us to discuss their membership
– To assist in developing and delivering welcome, renewal and other touch-point communications along
customer journeys that contribute to retention and loyalty of members.
– Support the provision of regular management information relating to membership retention
– Empowered to offer 'discounts' and/or incentives to retain members
– To co-ordinate third party suppliers of outbound calling to leaving members and provide appropriate
management information

The Person
– Strong background in a customer services or sales environment
– Demonstrates excellent communication and influencing skills, able to effectively communicate with
professionals at all levels; expresses ideas clearly and confidently; listens and creates trust.
– Has the ability to build rapport quickly and effectively, maintaining and enhancing the professional reputation  of the organisation through all points of contact. Shows high levels of empathy.
– Maintains very high standards of service; helps and facilitates; takes personal responsibility for resolving
problems; closes the customer contact loop effectively; genuinely passionate about putting the customer first.
– Demonstrates commercial awareness; seeks and recognises new business opportunities; suggests ideas to  improve service delivery; applies commercial thinking to decisions.
– Political awareness and business knowledge to enable the post-holder to understand, and explain the
rationale for a particular stance to members from different branches of practice.
– Demonstrates effective team working, supporting team goals; sets high standards of behaviour for themselves and others.
– Demonstrates a high level of self motivation and enthusiasm; is results focussed and shows commitment to targets.
– Demonstrates sound judgement and is able to make appropriate decisions under pressure, with limited
supervision.
– Is proactive, demonstrates initiative and shows a high degree of resilience; motivated by seeing and achieving results (outputs).
– Maintains knowledge of the wider market and understands how issues affect the organisation.
– Demonstrates a good level of written, presentation, spelling and numeracy skills; able to use Office
applications and develop ability to use bespoke membership database system.

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EQUAL OPPORTUNITIES Morgan Spencer Recruitment is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective of gender, race, colour, nationality, ethnic or national origin, disability, marital status, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.

 

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