At a Glance
- Tasks: Connect with members, recover overdue balances, and save memberships with empathy.
- Company: OurHouse, a family members' club focused on community and great experiences.
- Benefits: Competitive salary, collaborative team, and opportunities for professional growth.
- Other info: Join a values-led team in a growing premium hospitality business.
- Why this job: Make a real impact by keeping families connected and solving problems.
- Qualifications: Experience in debt recovery or retention roles, with strong communication skills.
The predicted salary is between 32000 - 35000 £ per year.
- Member Relations & Accounts Specialist
- 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
- £32,000–£35,000 base salary, depending on experience
- 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.
If you're someone who finds real satisfaction in solving a problem, keeping the data clean, and making sure a member stays, we'd love to hear from you.
Ready to make Our House your home?
Apply now 🏠
Member Relations & Account Specialist in Slough 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.
StudySmarter Expert Advice🤫
We think this is how you could land Member Relations & Account Specialist in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OurHouse Clubs. 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 OurHouse Clubs 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 Member Relations & Account Specialist in Slough
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 OurHouse Clubs:Your cover letter is your chance to shine! Tell us why you want to work at OurHouse Clubs 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 OurHouse Clubs!
How to prepare for a job interview at OurHouse Clubs
✨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.
