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Member Experience Generalist

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CIOB

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Location:
United Kingdom , Bracknell

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Member Experience Generalist, you will be first point of contact for members, prospective members and customers, managing a high volume of enquiries across all channels. In addition to resolving queries and providing accurate advice, you will play a vital part in supporting admissions, processing applications and converting enquiries into memberships, bookings and other revenue generating opportunities. You will ensure the smooth handing of all calls, chatbot queries and online requests, whilst safeguarding service quality and enhancing the organisation’s reputation.

Job Responsibility:

  • Act as the first point of contact across phone, email, chatbot and online channels
  • Resolve queries independently wherever possible by applying broad organisational knowledge
  • Administer and process applications for membership, ensuring accurate and timely handling of all requests
  • Actively guide prospective members and customers through the joining and booking processes
  • Contribute to revenue growth by converting enquiries into memberships, training registrations and event bookings
  • Use sound judgement to escalate complex or technical cases to specialists, ensuring information is passed on fully and accurately
  • Maintain accurate and up to date member and customer records in the CRM system
  • Share insights on recurring issues, contribute to process improvements and support the collective goals of the member experience team

Requirements:

  • Strong customer service or membership services experience, ideally in a high volume, complex environment
  • Ability to rapidly acquire and apply knowledge across a wide range of organisational functions
  • Excellent communication skills, with the ability to deliver accurate, empathetic and professional responses
  • Strong judgement in identifying which queries can be resolved independently and which require escalation
  • Competence in using CRM systems and digital tools, with meticulous attention to detail for data handling
  • Resilient, adaptable and capable of managing competing priorities effectively
  • Collaborative team player with a commitment to continuous learning and professional development
What we offer:
  • 25 days holiday (rising to 29 with service) plus bank holidays, a birthday day off and Christmas closure
  • A private pension scheme with employer contributions, plus free pension advice with our benefit advisors
  • Learning and development opportunities to support your career development
  • Private medical insurance (includes Online GP and Wellbeing Assistance) and a Health Cash Plan (includes dental and optical cashback)
  • Enhanced family friendly policies
  • Life Assurance
  • Access to resources, tools and services to support your wellbeing including an employee assistance programme and mental health first aiders at work
  • Volunteering policy
  • Peer recognition scheme

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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