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For Companies At a Glance
- Tasks: Be the first point of contact for members and manage enquiries across various channels.
- Company: Join the Chartered Institute of Building, a leading organisation in construction management.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a supportive work environment.
- Why this job: Make a real difference while developing your skills in a friendly, flexible workplace.
- Qualifications: Strong customer service experience and excellent communication skills are essential.
- Other info: Opportunities for personal development and a commitment to inclusivity.
The predicted salary is between 30000 - 42000 £ per year.
About Us
Would it inspire you to see the tangible impact of your work on the world? To work for an organisation that is committed to making a positive difference for people everywhere? If so, we could be the organisation for you. We are the Chartered Institute of Building (CIOB), the world's largest and most influential professional body for construction management and leadership.
About The Role
As a Member Experience Generalist, you will be the first point of contact for members, prospective members and customers, managing a high volume of enquiries across all channels. In addition to resolving queries and providing accurate advice, you will play a vital part in supporting admissions, processing applications and converting enquiries into memberships, bookings and other revenue generating opportunities. You will ensure the smooth handling of all calls, chatbot queries and online requests, whilst safeguarding service quality and enhancing the organisation’s reputation.
Key Responsibilities will include:
- Act as the first point of contact across phone, email, chatbot and online channels
- Resolve queries independently wherever possible by applying broad organisational knowledge
- Administer and process applications for membership, ensuring accurate and timely handling of all requests
- Actively guide prospective members and customers through the joining and booking processes
- Contribute to revenue growth by converting enquiries into memberships, training registrations and event bookings
- Use sound judgement to escalate complex or technical cases to specialists, ensuring information is passed on fully and accurately
- Maintain accurate and up to date member and customer records in the CRM system
- Share insights on recurring issues, contribute to process improvements and support the collective goals of the member experience team.
About You
The ideal candidate will have/be:
- Strong customer service or membership services experience, ideally in a high volume, complex environment.
- Ability to rapidly acquire and apply knowledge across a wide range of organisational functions.
- Excellent communication skills, with the ability to deliver accurate, empathetic and professional responses.
- Strong judgement in identifying which queries can be resolved independently and which require escalation.
- Competence in using CRM systems and digital tools, with meticulous attention to detail for data handling.
- Resilient, adaptable and capable of managing competing priorities effectively.
- Collaborative team player with a commitment to continuous learning and professional development.
Why work for us?
We can offer you not only the opportunity to make a real difference with the work you do, but the chance to do that in a friendly, flexible and welcoming working environment, where we’ll show you that we’re committed to your personal wellbeing and to your development within your role. We’ll offer you a competitive salary and a fantastic range of benefits, which include:
- 25 days holiday (rising to 29 with service) plus bank holidays, a birthday day off and Christmas closure
- A private pension scheme with employer contributions, plus free pension advice with our benefit advisors
- Learning and development opportunities to support your career development
- Private medical insurance (includes Online GP and Wellbeing Assistance) and a Health Cash Plan (includes dental and optical cashback)
- Enhanced family friendly policies
- Life Assurance
- Access to resources, tools and services to support your wellbeing including an employee assistance programme and mental health first aiders at work
- Volunteering policy
- Peer recognition scheme
- Disability committed employer and EDI committed- As reflected in our values and competency framework, it is our ethos to respect and value people’s differences, to help everyone achieve more at work as well as a good work life balance. We want employees to recognise the value that difference and an inclusive mindset brings to interactions with others.
We are proud to say that we hold a Gold Investors in People Award - which we really hope will show you our commitment to you as an employer.
Please note: We may consider applications as they are submitted and therefore applicants are encouraged to apply as soon as possible to avoid any disappointment that may be caused by the vacancy closing sooner than advertised.
Member Experience Generalist in Bracknell employer: The Chartered Institute of Building (CIOB)
Contact Detail:
The Chartered Institute of Building (CIOB) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Experience Generalist in Bracknell
✨Tip Number 1
Get to know the company inside out! Research the Chartered Institute of Building and understand their mission, values, and recent projects. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! As a Member Experience Generalist, you'll be the first point of contact for members. Role-play common scenarios with friends or family to build confidence in handling queries and providing accurate advice.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team and making a difference in the member experience.
We think you need these skills to ace Member Experience Generalist in Bracknell
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service or membership services. We want to see how you've handled high volumes of enquiries and resolved queries effectively, so share specific examples that showcase your skills!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and qualifications. Avoid fluff – we want to know what makes you a great fit for us!
Tailor Your Application: Take the time to tailor your application to the role of Member Experience Generalist. Use keywords from the job description and demonstrate how your skills align with our needs. This shows us that you’re genuinely interested in the position!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our values and culture!
How to prepare for a job interview at The Chartered Institute of Building (CIOB)
✨Know the Organisation Inside Out
Before your interview, take some time to research the Chartered Institute of Building. Understand their mission, values, and the impact they have on the construction management field. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Member Experience Generalist, you'll be dealing with a high volume of enquiries. Prepare examples from your past experiences where you've successfully resolved customer queries or improved service quality. Highlight your ability to remain calm under pressure and your knack for delivering empathetic responses.
✨Familiarise Yourself with CRM Systems
Since the role involves maintaining accurate member records in a CRM system, brush up on your CRM skills. If you have experience with specific systems, be ready to discuss how you've used them to enhance customer interactions or streamline processes.
✨Prepare Questions That Matter
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, ongoing projects, or how success is measured in this role. This shows that you're not just interested in the job, but also in how you can contribute to the organisation's goals.
