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Member Services Administrator
Company Shop Group. Answer inbound calls and make outbound calls to resolve membership queries, assist with applications and gather feedback.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates a customer-focused approach with excellent communication skills, strong organizational abilities, and attention to detail while effectively managing membership queries and applications. Proficient in IT systems, particularly Microsoft Word and Excel, with a commitment to continuous improvement and collaboration.
Highest-signal resume keywords
Customer Service ExperienceExcellent Communication SkillsOrganizational SkillsAttention to DetailProactive Problem Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Membership Application ProcessingRecord MaintenanceGDPR ComplianceService Level Agreement ManagementIT Systems Proficiency
Soft Skills
Customer-Focused ApproachRelationship BuildingAdaptabilityTeam CollaborationSolution-Focused Attitude
Tools & Technologies
Microsoft WordMicrosoft Excel
Industry Keywords
Membership QueriesCustomer EnquiriesProcess ImprovementHealth and Safety ComplianceStakeholder Engagement
About the role
Key responsibilities & impact- Answer inbound calls and make outbound calls to resolve membership queries, assist with applications and gather feedback.
- Respond to enquiries and complaints through the membership inbox and social media platforms, meeting agreed service levels.
- Act as a key point of contact for stores, providing guidance and resolving membership-related queries.
- Review, process, approve or reject membership applications in line with membership rules.
- Process colleague applications and associated nominations.
- Maintain accurate member records and personal information in line with GDPR requirements.
- Identify concerns, escalate complaints and work collaboratively to find solutions.
- Identify process improvements and share ideas to improve the membership service.
- Build relationships with colleagues and stakeholders across the business and support wider team objectives.
- Follow company policies and procedures, including Health, Safety and Environmental requirements.
- Support store events and new store openings when required.
Requirements
What you’ll need- A customer-focused approach, with a genuine passion for delivering great service to both internal and external members.
- Excellent communication skills and the ability to build positive working relationships.
- A proactive, solution-focused attitude, with the confidence to resolve queries and identify opportunities for improvement.
- Strong organisational skills, with the ability to prioritise your workload and meet deadlines.
- Great attention to detail, particularly when processing applications and maintaining accurate records.
- The ability to adapt to changing priorities and support the wider needs of the business.
- Confidence using IT systems, including Microsoft Word and Excel, with a willingness to learn new systems.
- A commitment to our Company Shop Group values and your own ongoing development.
- Previous experience in a customer service or administration role would be beneficial, particularly where you've handled customer enquiries, managed information or worked to service level agreements.
- Enjoys working as part of a team and wants to make a positive difference to members' experience.
Benefits
Comp & perks- Free membership to Company Shop for you and 10 x nominees.
- 10% CSG colleague discount
- Doctor care Anywhere
- Annual Flu Injections, high street & leisure vouchers, and on-site Parking.
- Subsidised staff Canteen, Free Tea & Coffee, and Free Fruit Friday!
- Employee Assistance Programme – Grocery Aid.
- Eligible for Costco membership, Cycle 2 Work, Skoup skip hire, too good to go bags
- Medicash
- Simply Health Dental Plan
- Eye tests
- Contributory pension scheme with Life Assurance.
- Octopus EV Scheme
- Holiday purchase scheme
- Charitable giving
- Family friendly benefits.