Membership Services Executive Job Penarth area,Wales UK,Customer Service/HelpDesk

Job Purpose

The Membership Services Executive is responsible for implementing membership duties and services efficiently and accurately. This role ensures that all member enquiries are handled with the utmost professionalism, ensuring timely and complete follow-up. Additionally, the Membership Services Executive conducts new member enrolments, providing them with comprehensive briefings on club policies, rules, and facilities.

Job Responsibilities Membership Administration

Process new membership applications, transfers, resignations, and changes in membership status (e.g., absentee, reinstatement, deceased).

Process family, spouse, and junior membership applications and terminations.

Maintain accurate and up-to-date membership records in the system.

Generate and issue membership cards, car decals, and welcome packs.

Manage deceased membership records and related updates.

Support the enforcement of the Club’s Constitution and by-laws relating to membership.

Member Services

Attend to member inquiries and feedback via phone, email, Whats App and face-to-face interactions.

Provide timely and professional responses to queries about membership privileges, fees, or processes.

Liaise with other departments to coordinate services or resolve member issues.

Membership Operation & Administration Support

Provide weekly and monthly membership transaction updates.

Manage change of corporate nominee details.

Process reciprocal introduction letter.

Handle reinstatement (including payment) and termination of defaulter memberships.

Prepare and process refunds for transferred or resigned members, ensuring accuracy and timely submission to Finance.

Club Tours

Conduct club tours for prospective members, ensuring they are introduced to all club facilities and services.

Member Onboarding

Provide new members with essential information on how to use club facilities and outlets.

Brief them on the importance of their membership cards and the club’s basic rules and policies.

Member Enquiries and Account Support

Respond to all member enquiries regarding account statement, charges, and billing matters (via walk-in, email, Whats App and telephone).

Take necessary actions to resolve any erroneous charges, should further actions be required, to refer to Finance.

Front Desk and Customer Service Support

Provide coverage for Front Desk duties as and when required to ensure smooth and efficient daily operations.

Attend to member and guest enquiries, deliver high-quality service, and handle issues or concerns professionally and promptly.

Assist in other customer service–related tasks as required to enhance the overall member experience.

Undertake shift rotations beyond standard workdays and hours, where necessary, to support uninterrupted operations.

Event Support

Assist during club events (e.g., F1, AGM, EOGM, Open House, and other special events) as required.

Support duties such as member and guest assistance, registration, receive payment, operational support, or other tasks as required to ensure smooth execution of events.

Others

Follow the workplace safety and health system, safe work procedures or safety rules implemented at the workplace.

Not engage in any unsafe or negligent act that may endanger yourself or others working around you.

Use personal protective equipment provided to you to ensure your safety while working. You must not tamper with or misuse the equipment. Any other tasks as assigned by the Head of Department.

Perform any additional administrative tasks or ad-hoc projects as assigned by the Head of Department.

Requirements

Minimum Diploma qualifications with 2-3 years of relevant experience in customer service or membership-related roles.
Able to work independently and as part of a team.
Self-motivated and have strong initiative.
Ability to work in a fast-paced environment and multitask effectively.
Good interpersonal skills and able to interact with all levels internally and externally in a professional and responsive manner.
High attention to details with strong organization skills.
Good communication and people skills, with a customer service orientation.
Proficiency in MS office (Word, Excel, Outlook, PowerPoint).
Experience with membership software is a plus.

Benefits

Staff meal
Birthday leave
Holistic medical & insurance health benefits for staff
Central location. Easy access to public transport

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