Membership Services Adviser

Role Responsibilities

To conduct two way communication with MDU members through a variety of communication channels in order to provide a world class service whilst promoting member loyalty and brand reputation ensuring that records are updated accurately and efficiently.

• To make and receive telephone calls in order to update member account details and subscriptions, answer queries, represent the brand and deliver an exceptional member experience.
• To complete all required after call work and administration to agreed accuracy and productivity standards.
• To complete all required member correspondence to agreed accuracy and productivity standards
• To complete allocated work effectively to required efficiency standards while managing personal and group inboxes/tasks.
• To respond to, log and rectify Learning Points and Complaints
• To ensure adherence to MDU Operational Processes concerning all member facing activities
• To take responsibility for the achievement of personal Key Performance Indicators and contribute towards team and department performance
• To ensure understanding and adherence to company and departmental schedule, policies and procedures at all times
• To ensure capture, evaluation and feedback on market and competitor activity, making recommendations for the improvement of MDU products and services
• To take responsibility for the delivery of a world-class service, ensuring the retention and implementation of all provided training materials.
• To complete any reasonable work/requests from a member of the Membership Management Team or Learning and Development team.

• Previous experience in a customer-facing role (in-person, phone, or online)
• Handling customer enquiries and resolving issues efficiently
• Experience using CRM or customer management systems
• Working in a fast-paced environment with multiple priorities
• Experience following company policies and procedures
• Collaborating effectively within a team and supporting colleagues