Membership Advisor in Basingstoke

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary

A confident and resilient Customer Success professional responsible for delivering exceptional service through high-quality phone and email support, effective issue resolution, and strong relationship management. This role combines expert objection handling, confident pricing and renewal conversations, and the ability to guide customers toward informed decisions and to fully understand their return on investment. You will respond to customer concerns, communicate complex information clearly, and manage all interactions confidently and accurately within CRM systems. Success in this role requires empathy, composure under pressure, cross-functional collaboration, and the ability to thrive in a fast-paced, high-volume environment while consistently representing the value of our products and membership offering.

Job Responsibilities

• Answer inbound calls and emails professionally and efficiently.
• Manage relationships by providing exceptional level of service with customers via phone and email.
• Address membership queries.
• Understand and accurately record callers’ queries, resolving them directly or routing to the appropriate team.
• Provide accurate product help and next‑step guidance to your customer.
• Communicate the value of membership and return on investment.
• Confidently understand pricing structure and be able to communicate this to customers.
• Manage inbound customer queries to support the reduction of churn.
• Deliver difficult pricing messages with honesty, clarity, and empathy while ensuring the customer feels supported.
• Diagnose the root cause of pricing complaints quickly and determine the correct resolution path or escalation.
• Handle escalated pricing conversations calmly and empathetically while maintaining clear, controlled communication.
• Log and manage all customer interactions, tasks, and journeys within ChurnZero and Salesforce to ensure consistent follow-up and visibility, maintaining an accurate and compliant flow of information.
• Work efficiently in a high‑volume, reactive environment while maintaining resilience and consistent professionalism.
• Collaborate effectively with Finance, Customer Success, Verification, and Account Management, sharing trends to improve cross‑functional alignment.

Knowledge, Skills, Experience and Qualifications

• Show a high level of resilience to price related objections whilst articulating the value of our products with customers.
• The ability to navigate difficult conversations in a calm and professional manner.
• Strong ability to manage and overcome objections while progressing conversations constructively with the potential of turning them into opportunities.
• Exceptional communication skills, able to write and speak clearly and explain complex processes to customers in a straightforward way.
• The ability to de‑escalate, to quickly diffuse tense conversations by maintaining composure, actively listening, and guiding customers towards constructive outcomes.
• Enthusiastic and shows passion and excitement for their job.
• A fast learner with the ability to adapt to new information and systems efficiently, showing agility in learning and applying new skills and technologies.
• Ability to prioritise and perform effectively under pressure.
• Dependable and organised, able to follow through on commitments made both internally and externally.
• Enthusiastic about technology with strong computer literacy.
• 1 year of commercial experience, either in sales, retention or subscription-based business. Basic understanding of Construction or supply chain risk management will be preferable.

What we offer

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher