Membership Officer (PRS & HFA) in Borehamwood

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. You are applying for a role with HFIS Limited – the group behind trusted brands such as mydeposits, Total Landlord Insurance, Property Redress, Landlord Action and Hamilton Fraser. HFIS Limited is part of Brown & Brown (Europe) Limited.

Working options: office-based with optional rotational remote working in line with divisional requirements.

Working pattern: full time.

Working hours: 37.5 (Monday – Friday) hours per week.

Reports to: Memberships Team Lead.

What we’re looking for: We’re looking for a highly organised and customer-focused Membership Officer to join our Membership Team. In this role, you’ll play a key part in supporting and growing our PRS and HFA membership schemes, ensuring a seamless experience for both new and existing members. You’ll be the first point of contact for enquiries, managing membership applications, renewals and amendments, while delivering excellent customer service across multiple channels. You’ll also support the wider team with administrative, compliance and sales-related tasks, helping to drive engagement and membership growth.

This is a varied role suited to someone who thrives in a fast-paced, service-driven environment where attention to detail, strong communication skills and a proactive approach are essential.

Some of the things you'll get up to:

• Customer & Member Support
  • Acting as the first point of contact via phone, email and post.
  • Responding to membership enquiries within agreed timescales.
  • Processing applications, renewals, amendments, cancellations and refunds.
  • Managing inbound calls and maintaining accurate system notes.
  • Responding to compliance-related queries (e.g. confirming membership status).
• Membership & Administration
  • Supporting membership onboarding, including sending packs and follow-ups.
  • Contacting lapsed or prospective members to encourage engagement.
  • Producing weekly reports on non-renewals for the Compliance team.
  • Managing shared inboxes and directing enquiries where appropriate.
• Sales & Growth
  • Converting inbound enquiries into memberships.
  • Following up on abandoned registrations and leads.
  • Supporting website enquiries and maintaining prospect lists.
• General Support
  • Assisting with product development and service improvements.
  • Keeping up to date with developments in the property and PRS market.
  • Supporting events, trade shows and wider team activity when required.

We’d like you to have:

• Strong customer service skills with a confident telephone manner.
• Experience working in a multi-channel contact centre environment.
• Excellent communication skills, both written and verbal.
• High attention to detail and strong organisational skills.
• Ability to manage multiple tasks and prioritise effectively.
• A proactive, solution-focused mindset.
• Good working knowledge of Microsoft Office (Word, Excel, PowerPoint).
• Team player who builds strong working relationships.
• Experience within the property sector or private rented sector is also beneficial but not essential.

Benefits:

• 23 days holiday + UK bank holidays.
• Life assurance.
• Private health care for you and dependents.
• Employee assistance programme, including GP line, cashback for treatments, advice line.
• Season ticket loan.
• Rental deposit loan.
• Annual leave purchase scheme.
• As part of the HFIS Group, access to discounted personal insurance is available.

At HFIS we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As a teammate, you will also benefit from a wide variety of high-quality in-house and external training. We have a relaxed and friendly environment, and our dress code reflects this. We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.