At a Glance
- Tasks: Connect with members, recover overdue balances, and save memberships with empathy.
- Company: OurHouse, a premium family members' club focused on community and great experiences.
- Benefits: Collaborative team environment, clear development opportunities, and direct impact on membership revenue.
- Other info: Join a values-led team in a dynamic hospitality setting.
- Why this job: Make a real difference in families' lives while developing your skills in a growing business.
- Qualifications: Experience in debt recovery or retention roles, strong communication skills, and CRM knowledge.
The predicted salary is between 31500 - 38500 £ per year.
London ( Notting Hill ) | 4 days onsite | 1 day remote
Membership means something at Our House.
It's not just a subscription, it's how families become part of something.
As Member Relations & Accounts Specialist, you're the person who makes sure that connection holds, even when things get complicated.
This is a role that combines the precision of a credit-control background with the warmth of a member-facing one.
You'll recover overdue balances, reinstate lapsed Direct Debits, save cancellations, and win back members who've left & always leading with care and finding the right outcome for the member and the business.
You'll also be the resident expert on our membership system, keeping our data clean and our processes tight.
- What you'll be doing
- Proactively contacting members with overdue balances to recover fees and reinstate Direct Debits — with empathy and clarity
- Making proactive and reactive calls to members considering cancellation, aiming to save memberships at 20%+ rate
- Owning win-back campaigns for lapsed and cancelled members, from planning through to reporting
- Handling inbound payment, account, and membership queries across all channels within SLA
- Running regular data quality audits on member accounts to maintain accuracy and support reporting
- Acting as the go-to system expert — logging every interaction correctly and keeping processes GDPR-compliant
What we're looking for
- Proven experience in debt recovery, collections, credit control, or a retention-focused role
- A confident, empathetic communicator — you can handle sensitive financial conversations with warmth and professionalism
- Strong CRM or membership system knowledge, with a keen eye for data accuracy
- Organised and process-minded, able to manage multiple queues and campaigns at pace
- Genuinely member-centric: you balance commercial targets with fair outcomes for people
- What's in it for you
- A role with direct commercial impact — your work protects membership revenue and keeps families connected to the club
- A collaborative, values-led team in a growing premium hospitality business
- Clear scope to develop expertise in membership systems, retention strategy, and data quality
Our House is a family members' club built around the belief that great experiences shouldn't stop when you have kids.
We bring together world-class food and drink, thoughtfully designed kids' spaces, and a genuine sense of community.
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Member Relations & Account Specialist employer: OurHouse Clubs
At OurHouse, we pride ourselves on being an exceptional employer that fosters a vibrant work culture focused on family and community. Located in the heart of Notting Hill Gate, our team enjoys flexible working arrangements, competitive salaries, and ample opportunities for professional development as we rapidly expand our neighbourhood family clubs. Join us to make a meaningful impact in modern family life while collaborating with passionate colleagues in a supportive environment.
