Job Description:

OPERATIONS CO-ORDINATOR:
12 month fixed term contract based in High Wycombe
 
Are you an experienced Customer Service Administrator, Operations Coordinator or Administrator who enjoys delivering exceptional customer service and keeping operations running smoothly?
 
We are looking for an organised, proactive and customer-focused Operations and Membership Co-Ordinator to join our clients head office team, in High Wycombe.  This is a varied role where you will support customers and colleagues, by managing memberships, payments, customer enquiries, complaints and operational administration.
 
If you enjoy solving problems, building relationships and delivering outstanding customer experiences, we would love to hear from you.
 
KEY RESPONSIBILITIES OF THE OPERATIONS AND MEMBERSHIP CO-ORDINATOR:
 
As an Operations & Membership Coordinator, you will play a key role in delivering excellent customer service while supporting the day-to-day operational running of our growing network.

• Supporting customers with membership enquiries, account administration and setting up Direct Debit payment plans.
• Managing customer enquiries relating to memberships, payments, use of the payment portal, and account changes.
• Supporting Direct Debit collection processes, payment administration and reporting.
• Handling customer complaints professionally, investigating issues and working towards positive resolutions.
• Guiding customers through the membership cancellation and leavers process.
• Building strong working relationships with internal stakeholders and supporting them with operational queries.
• Responding to customer and internal stakeholder inquiries via telephone, email and social media within agreed service levels.
• Supporting compliance processes, including DBS administration and safeguarding requirements.
• Maintaining accurate customer records using internal systems and CRM software.
• Producing reports and ensuring operational administration is completed accurately and on time.
• Working collaboratively with colleagues to continuously improve processes and customer service.

THE IDEAL CANDIDATE:

We are keen to speak to candidates with experience in positions such as:

• Customer Serice Administrator / Support
• Membership Coordinator
• Operations Coordinator
• Customer Experience Executive
• Office Administrator
• Service Delivery Coordinator
• Finance Administrator
• Accounts Administrator

• Excellent communication skills with the confidence to deal with customers by telephone and email.
• Strong organisational skills with excellent attention to detail.
• Experience of maintaining accurate records and managing multiple tasks.
• A calm, professional approach when handling customer complaints or difficult situations.
• Excellent stakeholder management and relationship-building skills.
• The ability to work both independently and as part of a collaborative team.
• Strong Microsoft Office skills.
• Experience of working with multiple systems / software (CRM, payment portals etc.)

Desirable experience
It would be beneficial if you have experience with:

• Microsoft Dynamics CRM (or similar)
• Direct Debit administration
• Payment processing or financial administration
• Compliance or safeguarding / DBS checking processes and administration
• Membership organisations within either Education, leisure or performing arts environments

This is a wonderful opportunity to join a supportive organisation where you will be given sufficient training.
 
BENEFITS AND PACKAGE ON OFFER:

• 12 month Fixed term contract
• Full time hours with flexibility to work between the hours of 8am and 6pm.
• HYBRID work arrangements, once trained
• Free parking on site
• 24 days holiday, plus bank holidays
• Pension
• Free snacks and drinks daily
• Social events and a friendly work environment