Membership Services Associate in Penarth

The Membership Services Associate supports the Club’s daily front office operations while assisting with membership administration and services. The role focuses on delivering excellent customer service to members and guests, managing front desk activities, and ensuring membership processes are handled efficiently and accurately.

Job Responsibilities:

• Manage daily front desk operations and ensure a welcoming environment for members and guests.
• Greet members and visitors, attend to enquiries, and provide general information about the Club.
• Answer and direct incoming calls, record messages, and maintain visitor logs.
• Ensure the front desk area remains clean, organized, and presentable.
• Provide prompt and courteous assistance for member enquiries via walk-in, phone, email, and WhatsApp.
• Assist members with login issues, updates to personal particulars, and general account enquiries.
• Respond to member enquiries regarding account statements, charges, and billing matters via walk-in, phone, email, and WhatsApp.
• Take necessary actions to resolve erroneous charges and refer complex matters to the Finance Department when required.
• Prepare letters and documents such as car decal letters, membership-related letters, and reciprocal club introduction letters.
• Manage returned mail and coordinate refreshment orders where applicable.
• Maintain proper documentation and filing of membership-related records.
• Process membership card replacements for lost or damaged cards and coordinate door access updates with IT when required.
• Update the Electronic Parking System (EPS) and membership database where necessary.
• Assist with member registrations for club events and activities.
• Accept payments for membership renewals, replacement cards, or other related services when required.
• Log and track member issues or feedback and elevate unresolved matters to the Membership Services Manager or relevant departments.
• Process membership applications, transfers, resignations, reinstatements, and changes in membership status (e.g., absentee, deceased).
• Handle family, spouse, and junior membership applications and terminations.
• Maintain accurate and up-to-date membership records in the Club’s database.
• Generate and issue membership cards, car decals, welcome packs, and other related documents.
• Manage updates relating to deceased members and maintain accurate records.
• Manage corporate nominee changes and reciprocal introduction letters.
• Provide new members with essential information about the Club’s facilities, services, rules, and policies.
• Ensure accuracy and confidentiality of all membership information in the Club’s database.
• Support the enforcement of the Club’s Constitution and by‑laws relating to membership.
• Reinstatement (including payment) and termination of defaulter memberships.
• Provide weekly and monthly membership transaction updates and reports.
• Handle and process refunds for transferred or resigned members, ensuring accuracy and timely submission to Finance.
• Assist during club events (e.g., F1, AGM, EOGM, Open House, and other special events) as required.
• Support duties such as member and guest assistance, registration, receive payment, operational support, or other tasks as required to ensure smooth execution of events.
• Follow the workplace safety and health system, safe work procedures or safety rules implemented at the workplace.
• Not engage in any unsafe or negligent act that may endanger yourself or others working around you.
• Use personal protective equipment provided to you to ensure your safety while working. You must not tamper with or misuse the equipment.
• 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.
• Good interpersonal skills and able to interact with all levels internally and externally in a professional and responsive manner.
• Able to work independently and as part of a team.
• Self‑motivated and have strong initiative.
• Ability to work in a fast‑paced environment and multitask effectively.
• High attention to details with strong organization skills.
• Good communication and people skills, with a customer service orientation.
• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).
• Experience with membership software is a plus.

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 candidates will be notified.