Membership Services Coordinator: Member Relations

About this role

The Membership Team at the British Museum is seeking a new Membership Services Coordinator: Member Relations, to deliver exceptional standards of customer care, ensure high levels of satisfaction across the Membership base, and take responsibility for critical processes in the Membership contact centre.

With over 70,000 Members of the Museum, this role underpins our efforts to offer a Membership experience of enduring value and ensure that Members' generous support is always reciprocated with a first-class service. The role is essential to the operational efficiency of a dynamic and fast paced team; maximising every opportunity to aid and enrich Members’ enjoyment of the Museum.

Key areas

Take hands-on-responsibility for the smooth operation of the Friends inbox, telephone line, and processing of postal correspondence.
Work effectively to streamline and accelerate the response to Members’ queries, while also providing support and assistance to other colleagues to prevent the accumulation of any delays or backlogs.
Ensure complaints are responded to swiftly and resolved satisfactorily, under the guidance of the Membership Services Manager: Membership Relations.
Take primary responsibility for voicemail replies, customer service reporting, online FAQs, the maintenance and generation of template responses, and other critical administration across the Membership Services team.
Ensure accurate data regarding contact with Members is recorded on Raiser’s Edge (the Museum’s CRM system), and train new team members in the processes and systems related to customer care.

About you

To be successful in this role, you will have –

Experience of and enjoy working with the public.
A conscientious and proactive mindset, with a willingness to never let a problem go unresolved or an opportunity for incredible service unrealised.
Excellent telephone manner and strong written correspondence skills.
Experience of using CRM software.
Strong attention to detail and accuracy.
Experience of responding to complaints and feedback.
Proven organisational skills.
About the British Museum:

Founded in 1753, the British Museum’s remarkable collection spans over two million years of human history and culture. The Museum is one of the leading visitor attractions and its world-famous collection includes the Rosetta Stone, the Parthenon sculptures, Egyptian mummies, the Admonitions Scroll, and the Amaravati sculptures.

The Museum offers a competitive benefits package including:

Generous annual leave allowance of 25 days (rising to 30 days after 10 years’ service) plus 2.5 privilege days and plus bank holidays
Membership of the civil service defined benefit pension scheme (find out here what benefits a civil service pension provides).
Free entry to a wide range of museums and exhibitions
Participation in private and public Museum activities, including talks by leading curators from around the world and behind-the-scenes opportunities to learn how museums care for and manage their extraordinary collections
Interest-free travel, bicycle and rental deposit loans
Professional and personal development opportunities
Employee Assistance Programme
Discounts on food and gift shop purchases

Additional details:

For more information about this role, please see the job description.

If you have any additional needs that we should be aware of in order to support you with your application, please provide details to [email protected].

The British Museum is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals can make best use of their skills, free from unlawful discrimination or harassment. We value the benefits that a diverse workforce brings to a Museum which represents world culture. The Museum is committed to ensuring that no job applicant suffers unlawful discrimination because of any protected characteristics. Our recruitment procedures aim to ensure that individuals are treated because of their relevant knowledge, skills and experience.

We offer a flexible way of working that allows our employees to work remotely in a way that suits them and the organisation. We welcome questions and conversations at interview stage about how flexible working could work for you. Typically however, we would expect the post holder to be on site 3-4 days per week.

The Museum adheres to the HMG Baseline Personnel Security Standard (BPSS) for pre-employment screening of Civil Servants.

Museum Website: https://bmrecruit.ciphr-irecruit.com//templates/CIPHR/jobdetail_7462.aspx