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Job Title: Customer Service Executive
Salary: up to £25,000 pa + annual PRB – up to 15%
Hours; 37.5 pw – flexible hours – with some event work
Location: fully remote, with travel required to attend workshops/meetings mainly in London
Benefits include Standard contributory pension after 3 month probation
25 days annual leave plus Bank Holidays
This Customer Service Executive role may require very occasional overnight stays across the UK to support events and attending team meetings, predominantly in London
Customer Service Executive Responsibilities: You will be providing support to members, as well as supporting the team with day-to-day tasks.
- Building and maintaining relationships with members to ensure they are getting value from their membership, and drive retention and renewals.
- Analysing member activity and engagement to ensure they are utilising their membership effectively and to spot opportunities to further develop and enhance their membership
- Taking ownership of specific event streams, from coordination and planning through to execution
- Creating regular Member communications
- Opportunity to be involved in business development initiatives
- Managing and tracking CRM (currently HubSpot) activity
- Participating at in-person events nationwide, with key personal responsibilities
Member Success Executive skills and experience:
- Confident at engaging with stakeholders at all levels to build trusted relationships
- Excellent customer service skills with a friendly and approachable manner
- Enthusiastic self-starter, with the ability to work autonomously
- Strong communication skills and fluent in English, both written and spoken
- Ability to spot new opportunities, challenge our approach, and contribute to business planning
- Excellent attention to detail
- Ability to prioritise work to meet varying deadlines
- Strong administration skills with the ability to manage a busy workload
- Competent user of Microsoft 365 packages
Desirable skills:
- Experience using a CRM e.g. HubSpot
- Familiarity with automation tools and data integration between platforms
- Content creation – including LinkedIn, newsletters and toolkits
- Knowledge of management tools e.g. speech-to-text solutions
- Familiarity with Adobe Creative Suite
