Membership Officer; PRS & HFA

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.

• 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 with in the property sector or private rented sector is beneficial but not essential.

• 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.