Merrifield Consultants are delighted to be partnering with a prestigious Membership Organisation to recruit a Membership Service Advisor. This role offers an exciting opportunity to contribute to the success of a dedicated Membership operations team.
As a Membership Service Advisor, you will manage and resolve complex and high-risk queries and complaints, oversee operational processes, and drive improvements in customer service. You will play a key role in ensuring exceptional service delivery and supporting the achievement of team and organisational goals.
Salary: £36,000 per annum
Contract: Fixed-Term Contract until 31 October 2025
Location: London
Hybrid: 2 days a week in the office
Responsibilities:
- Manage and resolve complex and high-risk member queries and complaints across multiple channels.
- Oversee day-to-day operational processes within specialist areas, meeting agreed service level targets.
- Proactively contribute to team and organisational targets, such as SLAs and KPIs.
- Identify and implement process improvements and enhance member journeys.
- Develop and maintain excellent relationships with internal teams and external stakeholders.
- Support the induction and training of colleagues, providing guidance on complex queries.
- Ensure accurate data entry and maintain high-quality service standards.
Person Specification:
- Knowledge: Proficient in Microsoft Office packages (Word, Excel, Outlook, SharePoint, Teams) and experience with CRM databases.
- Skills: Strong communication skills, effective decision-making, analytical and organisational abilities, and problem-solving expertise.
- Experience: Proven experience in call centre operations, administration, complaint management, and training delivery.
- Aptitude: Strong customer focus, attention to detail, ability to work independently and as part of a team, and capability to meet deadlines.
If you are a skilled professional with a passion for delivering high-quality customer service and are looking to make a significant impact, we would love to hear from you.
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.