Member Relations Administrator | Co-operative House

Job Role

We are looking for a Member Relations Administrator to join our team!

Role Purpose: Provide members with in-depth information regarding Co-op membership, share 
accounts, and Co-op products and services. Answer enquiries, resolve problems, and provide a best-in-class customer experience while adhering to guidelines, policies, and regulations. Follow and adhere to Co-op Membership policies and procedures. Support the organisation and delivery of the Annual Members Meeting and Dividend Payout. 

Member Relations Duties: 

• Support members and customer and resolve inquiries or issues regarding Co-op Membership and Co-op products and services.  Identify member needs, clarify information, understand the issue fully and provide a resolution or escalate to an appropriate colleague. 
• Handle inbound and outbound calls and make sure that all calls are handled efficiently and professionally. 
• Respond to customer enquiries/complaints sent by email, post and Facebook messenger.  Ensure that they have been fully addressed and handled in a professional manner. Send out well composed and accurate email responses
• Manage complaints appropriately, record details accurately and escalate to other teams as required 
  (including Health & Safety, Compliance and Trading)
• Ongoing administration of member share accounts – including dormant account closures and other data cleansing. 
• Monitor all processes and applications – escalate any issues quickly and appropriately. 

Expert knowledge: 

• Process member transactions accurately and without errors.  Examples include deposits and withdrawals, dividend payout, cheque and bank transfer requests and account maintenance. Provide accurate transactional information to members where appropriate. 
• Understand and adhere to Membership Policies and Procedures, ensure risk and compliance obligations are fulfilled, ensure there is timely and effective escalation and remediation of issues, and make sound decisions. Maintain knowledge of policies and procedures and attend continued training to improve knowledge and performance level.
• Ensure that Compliance Monitoring and Transaction Monitoring Actions are resolved in a timely manner. 
• Support the delivery of the Annual Members Meeting, Dividend Payout and other member events. 
• Support the issuing of Dividend and Interest cheques to members. 
• Provide expert support to the Clerks on the Membership & Services Counters. 

Competencies and Behaviours

• Active listening and interpersonal skills with aptitude to handle challenging callers with minimal assistance. 
• Ability to express empathy when helping our members.
• Able to deal with and understand more challenging and complex situations.  
• Strong communication, both written and oral.  Communicate effectively and accurately when delivering information. 
• Meticulous attention to detail.   Accurate at administration and record keeping
• A responsible attitude – dedicated to seeing an issue or enquiry though to resolution. 
• Proactively maintain knowledge – ensure knowledge is kept high. 
• Excellent organisation and timekeeping. 
• Maintain motivation and professionalism throughout the day.
• Strong IT skills.   Able to navigate several different applications/systems simultaneously. 
• Ability to prioritise your own work.  Able to work under own initiative. A team player who is able to help colleagues at busy times.
• Ability to make decisions under pressure
• Calm and patient.

Skills, Knowledge and Experience Required

• Educated to GCSE/A-Level or equivalent
• Experience in a supervisory role 
• Knowledge of Coop Membership desirable but not essential 
• Familiarity with Microsoft Dynamics desirable but not essential 

What you will get in return 

• Competitive salary
• 10% staff discount across food, non-food, online grocery, fuel and pharmacy
• Regular double discount weekends
• Secondary discount card
• Discretionary bonus
• Pension
• 24/7 access to free health and wellbeing support
• Generous holiday allowance
• A wide range of additional discounts

 

Interested? Ready to take the next step?

Click Apply Now to submit your application.

For further information, please contact our People team on tel: 01534 879822 or email us today.

We are committed to creating an inclusive and supportive recruitment experience. If you need any assistance when applying, or would benefit from adjustments at interview stage, please reach out to our People Team, we are always happy to support you.

A more rewarding role awaits.

Apply Now >