Member Service Administrator - Warrington

Member Service Administrator - Warrington

Purpose of the Role:

1. Provide high standards of customer service that reflects the individual needs of our members when resolving membership queries and complaints. This will be completed through assigned tasks and outgoing calls.
2. Maximise subscription fee collection without compromising the accuracy of the data.
3. Manage our database of members through daily, weekly and monthly tasks, audit checks and income reconciliation.
4. Adhere to appropriate processes for membership management.
5. Use strong negotiating skills to maximise arrears recovery collections through written and verbal communication with members.

Responsible for

• People – Build strong working relationships with the on property Leisure, Finance and Management Team ensuring memberships are sold appropriately and with integrity and are not under priced.  Resolve member queries politely and efficiently, improving their satisfaction whilst ensuring that all required subscription revenue is received.
• Presentation and Standards – Managing and controlling an accurate membership database ensuring all revenue opportunities are maximised to support the target set for your department, taking ownership of your own KPI’s.  Meeting set process and reporting deadlines
• A Great Customer Experience – Assist members in a friendly, courteous and professional manner that positively promotes the brand. Record details clearly and accurately, taking opportunity to verify and audit the information and ensure it is protected at all times. Handle complaints / problems politely and within the guidelines of the company complaints policy. Be sympathetic and make every effort to resolve these.
• Product Knowledge – Become familiar with all membership terms and conditions, to be ready and prepared to answer any member or colleague queries accurately and with confidence, in a prompt professional manner.  Be aware of all promotional activities regarding membership sales to ensure they are correctly applied on the system.  Keep up to date with any changes in systems, procedures or membership terms and conditions relevant to your role.
• Communications – professional and appropriate communications with the members.  Collate regular updates for on property Leisure Manager to review the month’s revenue and statistics.  Feed back member comments productively and constructively where necessary.
• Individual and Team Performance – meet all targets set for monthly subscription collection, advance pay renewals and debt collection. Deliver results in line with team members’ non-negotiables.  Further, add value to overall Company performance through teamwork.
• Other Duties – carry out ad hoc administrative duties as required

Person Spec

• Experience within a busy outgoing call/telecom environment
• Excellent administration and organisation skills with attention to detail
• Excellent written and verbal communication skills
• A good understanding and working knowledge of Microsoft Office applications including word, excel and outlook
• Able to cope with multiple priorities
• Results driven, with a sense of urgency about achieving objectives and a problem solving approach
• Personality - customer facing presence, rapport builder. Calm and assured under pressure.
• Self motivated individual that can work with minimal supervision
• Trustworthy, diligent , dependable with a flexible attitude
• Ability to use tact and discretion with confidence when dealing with member queries/debt.

Operating Hours

• • Mon – Thu          9:00am to 7:00pm
  • Fri                           9:00am to 6:00pm
  • Sat & Sun             CLOSED

Salary/Hours

• Competitive Salary and Incentives
• 37½ working hours per week

Holiday

• 33 days [which includes bank holidays]

Non Contractual Benefits [after successful completion of probationary period]

• Life Assurance
• Pension contribution via our providers, NEST
• Internal staff discounts – reduced room rates, health & fitness membership, F&B on shift