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Membership Services Coordinator: Member Relations

British Museum


Posted 4 weeks ago

Join the prestigious British Museum team as a Membership Services Coordinator and elevate the member experience with your exceptional service skills


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The British Museum, a beacon of culture housing a collection that chronicles over two million years of human history, is looking for a dedicated Membership Services Coordinator - Member Relations to join their Membership Team. This is an incredible opportunity to work in a world-renowned institution, home to priceless artifacts like the Rosetta Stone and Egyptian mummies, and to contribute to a mission that connects people with the rich tapestry of humanity's shared heritage.

  • Manage daily operations of the Members' contact centre, including email, phone, and postal inquiries.
  • Streamline and improve response times for Member queries and provide support to the team.
  • Handle complaints efficiently, ensuring Member satisfaction under the guidance of the Membership Services Manager.
  • Maintain customer service excellence through various channels, including voicemail and online FAQs.
  • Record accurate Member contact data using Raiser's Edge CRM.
  • Train new team members on customer care processes and systems.
  • Public-facing work experience and a passion for customer service.
  • A proactive, problem-solving attitude with a focus on delivering exceptional service.
  • Excellent communication skills, both verbal and written.
  • Proficiency in CRM software and attention to detail.
  • Aptitude for handling complaints and feedback professionally.
  • Strong organizational skills.

The British Museum offers a rewarding environment with perks including a generous leave allowance, pension scheme, free museum access, curator talks, professional development, and more. If you have a flair for customer care and wish to be a part of a team that values culture and history, apply now to shape the experience of over 70,000 Museum Members.

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.

Job requirements 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.

Benefits 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. 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


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