Members Service Administrator
Based: Tankersley, South Yorkshire
Salary: £27'726
Hours of work: 8.30am to 5pm Monday to Friday, 40 hours per week. (some flexibility available)
Hybrid: 3 days in the office, 2 days working from home
Be part of something different!
At Company Shop Group (CSG), we’re passionate about making a difference. As the UK’s largest commercial redistributor of surplus food and household products, we’re proud to help tackle waste while delivering real social value through our Company Shop stores and Community Shop social enterprise.
We’re looking for a Members Service Administrator to join our Membership Team, where you’ll play an important role in delivering an excellent experience for our members and supporting our stores across the business.
If you enjoy helping people, solving problems and keeping things running smoothly, this could be the perfect opportunity for you!
What you'll be doing
As a key member of our Membership Team, you’ll help ensure our membership service runs efficiently, providing friendly, helpful and professional support to members, colleagues and stores.
Your responsibilities will include:
- Supporting our members: Answer inbound calls and make outbound calls to resolve membership queries, assist with applications and gather feedback.
- Delivering great customer service: Respond to enquiries and complaints received through our membership inbox and social media platforms, ensuring responses are timely and meet agreed service levels.
- Supporting our stores: Act as a key point of contact for stores, providing guidance and helping resolve membership-related queries.
- Processing membership applications: Review, process, approve or reject applications in line with membership rules, ensuring accuracy and attention to detail.
- Managing colleague applications: Process colleague applications and associated nominations, ensuring everything is handled correctly.
- Keeping information up to date: Maintain accurate member records and personal information in line with GDPR requirements.
- Resolving issues: Identify concerns, escalate complaints to the appropriate teams and work collaboratively to find solutions.
- Making improvements: Look for opportunities to improve processes, share ideas and help make our membership service even better.
- Working collaboratively: Build positive relationships with colleagues and stakeholders across the business, sharing relevant information and supporting wider team objectives.
- Promoting a safe working environment: Follow company policies and procedures, including Health, Safety and Environmental requirements.
- Getting involved: Support store events and new store openings when required.
Requirements
What we're looking for
We're looking for someone who enjoys helping people, takes pride in delivering excellent service and can keep on top of a varied workload.
You'll ideally bring:
- A customer-focused approach, with a genuine passion for delivering great service to both internal and external members.
- Excellent communication skills and the ability to build positive working relationships.
- A proactive, solution-focused attitude, with the confidence to resolve queries and identify opportunities for improvement.
- Strong organisational skills, with the ability to prioritise your workload and meet deadlines.
- Great attention to detail, particularly when processing applications and maintaining accurate records.
- The ability to adapt to changing priorities and support the wider needs of the business.
- Confidence using IT systems, including Microsoft Word and Excel, with a willingness to learn new systems.
- A commitment to our Company Shop Group values and your own ongoing development.
- Previous experience in a customer service or administration role would be beneficial, particularly where you've handled customer enquiries, managed information or worked to service level agreements.
- Most importantly, you'll be someone who enjoys working as part of a team and wants to make a positive difference to our members' experience.
Benefits
What's in it for you:
- Free membership to Company Shop for you and 10 x nominees.
- 10% CSG colleague discount
- Doctor care Anywhere
- Annual Flu Injections, high street & leisure vouchers, and on-site Parking.
- Subsidised staff Canteen, Free Tea & Coffee, and Free Fruit Friday!
- Employee Assistance Programme – Grocery Aid.
- Eligible for Costco membership, Cycle 2 Work, Skoup skip hire, too good to go bags
- Medicash
- Simply Health Dental Plan
- Eye tests
- Contributory pension scheme with Life Assurance.
- Octopus EV Scheme
- Holiday purchase scheme
- Charitable giving
- PLUS Family friendly benefits.
Join Company Shop Group and become part of a team that's making a difference every day.
If you're organised, approachable and passionate about customer service, we'd love to hear from you!