Customer Service Advisor

Juice Cheltenham is delighted to be supporting a fantastic client in their search for a Membership Services Coordinator. This is an ongoing temporary role, for approximately 6 months, however this could be extended for the right candidate.

• Handle member, customer and prospective member enquiries, ensuring an excellent service.
• Process membership applications, renewals and cancellations using the CRM database.
• Maintain accurate CRM records (data cleaning).
• Process payments and invoices accurately, including Direct Debit and BACS payments, and liaise with the Finance Department on any discrepancies.
• Support the delivery of effective membership recruitment and retention campaigns.
• Attend membership stands at conferences, careers fairs, or veterinary schools across the UK, following up on leads from these events.
• Provide audience insight and expertise to help ensure our client is taking a member-led approach to communications and activities.
• Gather member case studies, testimonials, or profiles for marketing use.
• Follow up on member data provided by external telemarketing companies, contacting members who intend to renew, or who have raised a particular issue.
• Assist with planning and running member welcome webinars.
• Follow up on member cancellations, retaining where possible.
• Run and export standard membership reports from the CRM and filter Excel spreadsheets.
• Work with engagement data, drafting tailored email campaigns to encourage greater take-up of benefits by members.
• Coordinate delivery and dispatch of publications from the warehouse or through external mailing houses.

• Experience in a customer services or membership environment.
• Experience of CRM or other database systems.
• Experience of office or membership administration, including processing financial records.
• Excellent IT skills and experience of using MS Office, particularly Excel
• Strong interpersonal and written communications skills, confident phone manner.
• Understanding of the principles of customer care and their importance.
• Awareness of GDPR and implications for communications and data handling.
• Experience of working under pressure, and manage competing priorities while meeting strict deadlines.
• A high level of accuracy and attention to detail.