Membership Service Manager / Customer Service Manager

  • Location
    Burton-On-Trent, Staffordshire
  • Category
    Customer Service - Customer Services Manager
  • Contract Type
    Permanent
  • Salary
    £ 36000 - £ 39000 / Year
  • OrganizationType
    Office

We are currently hiring for an award-winning membership service provider! Working in a small well-established team, you will become an integral part of the day to day running of the customer service department.


If you are an independent thinker with a hands-on approach, then this role could be perfect for you!!



Job Title: Membership Services Manager / Customer Service Manager



Job Type: Permanent, Full-time



Salary: £36,000 - £38,000



Benefits: Hybrid working, Private Health Care, 25 days holiday plus extra day for your birthday and 8 bank holidays, free parking, health care plan and much more…



Hours: Monday to Friday 35 hours per week


Location: Burton On Trent


Culture: Friendly, professional and hard-working


Responsibilities:



  • Lead and oversee all aspects of the daily operations of the Member Services department.

  • Manage and coach a small team of dedicated Member Service personnel.

  • Provide outstanding member support through various channels, including email, ticketing system, and more.

  • Act as the point of escalation for complex member/partner queries, ensuring efficient resolution.

  • Nurture partner relationships to deliver effective and timely resolutions for our members.

  • Implement standard operating procedures, customer service protocols, and process documentation to improve efficiency.

  • Evaluate and set new SLAs for member queries.

  • Stay up-to-date with customer service platforms and technology, ensuring compliance with GDPR regulations.

  • Review member touchpoints and recommend new communication channels.

  • Collaborate with internal stakeholders to enhance the member experience.


Qualifications and Skills:



  • Proven experience in managing and leading Customer Service Departments.

  • Strong coaching and motivational skills to inspire your team.

  • Excellent communication skills, both written and verbal.

  • Detail-oriented with strong problem-solving abilities.

  • Experience in creating and implementing customer service policies and SOPs.

  • Operational mindset with a commercial focus.

  • Ability to deliver meaningful MI reports and drive KPIs aligned with business goals.


Working in a small friendly and well established team this is an amazing opportunity to join a thriving organisation and contribute to their continued success. Apply now or contact Sophie Pugh on 0121 633 4999 or sophie.pugh@office-angels.com

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Sophie Pugh