Membership Services Executive in Lee-on-the-Solent

Job Purpose

The Membership Services Executive carries out membership duties and services efficiently and accurately. The role ensures all member enquiries are handled with professionalism and followed up promptly and completely. It also conducts new member enrolments, giving new members a full briefing on Club policies, rules and facilities.

Job Responsibilities

Membership Administration

1. Process new membership applications, transfers, resignations, and changes in membership status (e.g., absentee, reinstatement, deceased).

2. Process family, spouse, and junior membership applications and terminations.

3. Maintain accurate and up-to-date membership records in the system.

4. Generate and issue membership cards, car decals, and welcome packs.

5. Manage deceased membership records and related updates.

6. Support the enforcement of the Club’s Constitution and by-laws relating to membership.

Member Services

7. Attend to member inquiries and feedback via phone, email, WhatsApp and face-to-face interactions.

8. Provide timely and professional responses to queries about membership privileges, fees, or processes.

9. Liaise with other departments to coordinate services or resolve member issues.

Membership Operation & Administration Support

10. Provide weekly and monthly membership transaction updates.

11. Manage change of corporate nominee details.

12. Process reciprocal introduction letter.

13. Handle reinstatement (including payment) and termination of defaulter memberships.

14. Prepare and process refunds for transferred or resigned members, ensuring accuracy and timely submission to Finance.

Club Tours and Member Onboarding

15. Conduct Club tours for prospective members, introducing them to all Club facilities and services.

16. Provide new members with essential information on using Club facilities and outlets.

17. Brief new members on the importance of their membership cards and the Club's basic rules and policies.

Member Account Support

18. Respond to all member enquiries regarding account statement, charges, and billing matters (via walk-in, email, WhatsApp and telephone).

19. Take necessary actions to resolve any erroneous charges, should further actions be required, to refer to Finance.

Front Desk and Customer Service Support

20. Provide coverage for Front Desk duties as and when required to ensure smooth and efficient daily operations.

21. Attend to member and guest enquiries, deliver high-quality service, and handle issues or concerns professionally and promptly.

22. Assist in other customer service–related tasks as required to enhance the overall member experience.

23. Undertake shift rotations beyond standard workdays and hours, where necessary, to support uninterrupted operations.

Event Support

24. Assist during club events (e.g., F1, AGM, EOGM, Open House, and other special events) as required.

25. Support duties such as member and guest assistance, registration, receive payment, operational support, or other tasks as required to ensure smooth execution of events.

Others

26. Follow the workplace safety and health system, safe work procedures or safety rules implemented at the workplace.

27. Not engage in any unsafe or negligent act that may endanger yourself or others working around you.

28. Use personal protective equipment provided to you to ensure your safety while working. You must not tamper with or misuse the equipment. Any other tasks as assigned by the Head of Department.

29. Perform any additional administrative tasks or ad-hoc projects as assigned by the Head of Department.

Requirements

• Minimum Diploma qualifications with 2-3 years of relevant experience in customer service or membership-related roles.
• Proficient in MS Office (Word, Excel, Outlook, PowerPoint); experience with membership software is a plus
• Self-motivated and have strong initiative
• Good communication and people skills with a customer service orientation; able to interact professionally and responsively with all levels internally and externally
• Self-motivated with strong initiative; high attention to detail and strong organisational skills; able to multitask in a fast-paced environment; able to work independently and as part of a team
• The role is based at the Membership office and Front Desk, with regular face-to-face interaction with members and guests. It may require shift rotations beyond standard workdays and hours, and support at Club events, including evenings and weekends.

Benefits in joining us

• Staff meal
• Birthday leave
• Holistic medical & insurance health benefits for staff
• Central location. Easy access to public transport

We regret that only shortlisted candidate will be notified.

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