Return to jobs
Make an impact at the world-renowned British Museum and join its transformation as a Membership Services Manager
Overview
Salary
£35928
Location
Bloomsbury
Expires
Expires at anytime
The British Museum is recognized worldover and received 6.5 million visitors in 2024 alone. With ongoing transformations and unique exhibitions like the Bayeux Tapestry, it continues to offer a rich cultural experience to its patrons. An exciting opportunity awaits in the role of Membership Services Manager (Member Relations).
- Oversee the back-of-house member relations and support including running the Membership contact centre.
- Ensure top-level customer service across the team and handle all phone, email, and postal queries.
- Be the designated customer care champion in the department, addressing complex member-related issues.
- Prior experience handling customer service role, preferably in a senior position or managing a contact centre.
- Proficiency in CRM databases, ideally Raiser’s Edge, and credit/debit card payment systems.
- Outstanding telephone and correspondence skills and proficient time management capability.
- Capability to navigate complex problems and drive optimal solutions for the Museum and its members
- Join the museum team and get access to several benefits such as generous annual leave, civil service pension scheme, complimentary exhibition tickets, free and discounted entry to international cultural organisations, and support for mental health through Employee Assistance Programme.
The British Museum is proud to be one of the world’s most visited museums, located in Camden, which in 2024 received 6.5 million visitors, more than any other museum in the UK. The museum is currently undergoing an extraordinary transformation, including the upcoming display of the Bayeux Tapestry.
The role: As the Membership Services Manager (Member Relations), you will be responsible for the management and administration of primarily back-of-house Member relations and support. This includes managing the Membership contact centre and maintaining a first-class service for all Members. You will set and maintain expected standards of customer service across the team, manage the response to all phone, email, and postal queries while maximizing the support given to Members. Additionally, you will act as the department’s customer care champion and key point of collaboration and escalation for complex queries impacting Members.
Job requirements: The successful candidate should demonstrate the ability to tackle complex problems while delivering the best outcomes for the Museum and Members alike. Previous experience in a busy customer service role, ideally working in a senior role or managing a telephone contact centre/customer inbox is essential. Strong expertise and experience with CRM databases, preferably with experience of Raiser’s Edge, as well as experience with credit and debit card payment systems are required. Fantastic telephone manner and correspondence skills, along with first-class time management for themselves and team members, are also necessary.
Benefits: Working at the British Museum offers the opportunity to be a part of a world-renowned institution, where history, culture, and innovation come together. Benefits include 25 days annual leave (rising to 30 days after long service) plus 2.5 privilege days, in addition to bank holidays. A generous civil service pension scheme, complimentary exhibition tickets, free entry at paid national museum and gallery exhibitions, free and discounted entry to international cultural organisations, interest-free travel loans and rental deposit loans, and an Employee Assistance Programme for mental health support are also provided.
