At a Glance
- Tasks: Coordinate member enquiries and enhance customer service experiences at the British Museum.
- Company: Join the British Museum's Membership Services team in a dynamic, evolving environment.
- Benefits: Enjoy free exhibition access, generous leave, and a strong pension scheme.
- Other info: Be part of a transformative journey at one of the world's leading museums.
- Why this job: Make a meaningful impact while developing your skills in a prestigious institution.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31979 - 31979 £ per year.
This is an exciting time to join the Membership Services team at the British Museum. As we continue to evolve and enhance the experience we offer our Members, we're looking for a proactive and customer-focused Membership Services Coordinator to play a key role in helping us deliver an outstanding service.
This position offers a unique opportunity for someone who enjoys improving processes, solving problems and building strong relationships. You'll work at the heart of our Membership operation, helping to shape how we support Members, develop best practice and contribute to continuous service improvements across the team. You would support the manager in looking after the department and providing training and support for new team members. This role offers excellent opportunities to broaden your skills, take on additional responsibility and develop expertise across customer service, membership operations, reporting and stakeholder engagement.
If you're passionate about delivering exceptional customer experiences and are looking for an opportunity to make a meaningful impact while growing your own skills and career, we'd love to hear from you.
About you
- Experience delivering excellent customer service in a public-facing environment
- Strong written and verbal communication skills with an excellent telephone manner
- Experience handling complex customer queries with professionalism and confidence
- Excellent organisational skills and attention to detail
- Experience using CRM or customer databases, experience with Raiser’s Edge would be advantageous
- Strong Microsoft Office skills
- The ability to manage competing priorities and meet deadlines with a collaborative attitude
- A proactive approach to identifying improvements and enhancing processes
- Experience working within a museum, gallery, membership organisation, charity or fundraising environment would be advantageous.
Key areas of responsibility
As Membership Services Coordinator (Member Relations), you will be responsible for helping to deliver a first-class experience for our Members. You'll act as a key point of support within the Membership Services team, coordinating responses to member enquiries, overseeing communication channels and helping ensure consistently high standards of customer care.
Reporting to and working closely with the Membership Services Manager (Relations), you'll take ownership of day-to-day processes, support colleagues with complex enquiries and play an important role in identifying opportunities to improve efficiency, enhance member satisfaction and develop new ways of working.
Key responsibilities include:
- Coordinating and overseeing member enquiries across email, telephone and post
- Acting as an escalation point for complex customer service issues
- Developing and maintaining response templates, FAQs and knowledge resources
- Producing customer service reports and performance information to help drive continuous improvement
- Supporting and training colleagues in membership processes and systems
- Managing financial administration, reporting and refunds
- Building effective working relationships across the Museum to ensure excellent service for Members
- Contributing to the delivery of membership campaigns, events and member engagement activities
Benefits
At the British Museum, we believe our people are at the heart of everything we do and have designed a benefits package that goes beyond the ordinary. Our full list of benefits can be found here, but we’ve outlined some highlights below:
- Free exhibition entry for you and guests, exclusive private views, ICOM and reciprocal museum access.
- Civil Service Pension Scheme defined benefit with 28.97% employer contribution.
- 25 days’ annual leave plus bank holidays and 2.5 privilege days (and +5 days after 10 years).
- Social and wellbeing perks including Staff parties, social clubs, CSSC sports and leisure, and support from the Civil Service Retirement Fellowship.
- Learning and development through courses, mentoring and Athena as well as support for professional qualifications.
- Employee Assistance Programme available 24/7 for counselling, wellbeing support and more.
Our Values
Our values drive everything we do, from how we handle our objects to how we work in our team to fostering a culture where everyone feels heard and empowered:
- Care Deeply
- Embrace the Unknown
- Spark Curiosity
- Value Many Voices
Membership Services Coordinator (Member Relations) employer: National Museums
As a Building Services Engineer with our client-side Estates team, you will thrive in a dynamic and rewarding environment dedicated to preserving one of the world's finest art collections. Our collaborative work culture fosters innovation and professional growth, offering you the chance to manage complex projects that directly impact the visitor experience and sustainability goals. Located in Liverpool, you will enjoy the unique advantage of working within nationally significant gallery buildings, contributing to the care and conservation of invaluable art while developing your expertise in a supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Membership Services Coordinator (Member Relations)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Museums. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like National Museums before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Membership Services Coordinator (Member Relations)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to National Museums:Your cover letter is your chance to shine! Tell us why you want to work at National Museums specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National Museums!
How to prepare for a job interview at National Museums
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
