Membership Applications Lead

Salary – up to £31,000 per annum (35 hours per week)

Join our Member Services Team at ECA

We are looking for an organised, proactive and customer-focused Membership Applications Lead to support businesses through their ECA membership journey. This is an excellent opportunity for someone who enjoys building strong relationships, managing multiple priorities, and delivering an outstanding customer experience.

About the Role

As a Membership Applications Lead, you will manage membership applications from initial enquiry through to approval and activation, ensuring a smooth, timely and compliant customer journey. Acting as the central point of coordination between applicants, internal teams and external partners, you will help remove barriers, maintain momentum and support members throughout the membership lifecycle. The salary for this role is up to £31,000.

Key Responsibilities

• Manage a pipeline of membership applications from enquiry and submission through to approval and activation
• Act as the main point of contact for applicants, coordinating with internal teams and external partners
• Work closely with the ECA Technical Team to support internal audits and application processes
• Proactively follow up on outstanding information and documentation to keep applications progressing
• Provide clear, professional updates to applicants regarding timescales, next steps and requirements
• Maintain accurate records within CRM and membership systems in line with GDPR and audit requirements
• Identify and resolve issues quickly, escalating concerns where appropriate
• Guide new and existing members through the membership lifecycle, ensuring compliance with ECA rules
• Respond to member enquiries efficiently and within agreed service levels
• Manage the Live Chat function, resolving queries and directing members to the appropriate teams when required

About You

We are looking for someone who brings:

• Experience in sales progression, customer service, or a regulated customer journey environment
• Excellent written and verbal communication skills
• Strong organisational skills and the ability to manage a busy pipeline of work
• High attention to detail and pride in accurate administration
• Confidence handling sensitive information
• A proactive, resilient and solutions-focused approach
• A commitment to delivering excellent customer service
• The ability to work collaboratively with colleagues, members and external partners

What We Offer

• Salary sacrifice scheme
• Life assurance cover (4x salary)
• Income protection (55% of salary + pension contributions)
• Hybrid working arrangement (2 days in the office)
• 25 days annual holiday plus 8 statutory bank holidays. An additional day awarded with each 5 years of service, plus option to purchase additional annual leave.
• Additional Christmas closure days are provided, which are confirmed annually.
• Bupa Private health cover for employee at employer cost - employee can add dependents at employee cost
• Free Bupa health assessments
• Bupa Employee Assistance Programme
• Summer hours (to be agreed at the discretion of your manager)
• Cycle to Work scheme
• Further education policy

Why Join Us?

You'll become part of a supportive and collaborative team that plays a vital role in welcoming new members and helping them get the most from their ECA membership. This role offers variety, ownership and the opportunity to make a real difference to the member experience.

ECA is an equal opportunities employer. We welcome applications from all backgrounds and are committed to fostering a diverse and inclusive workplace where everyone is respected and valued.

Applicants must have the right to work in the UK.

ECA reserves the right to close this vacancy early if we receive sufficient applications for the role.