Job Description
Job Purpose
The main purpose of this role is to act as the first line of support for British Rowing members, ensuring high levels of satisfaction among new and existing members by providing them with effective and timely assistance from British Rowing, when they need it.
The Membership Support & Operations Officer takes the lead on answering all inbound queries from our members, mainly via telephone and email, with support from the Membership Services team and the wider organisation. This is a customer service role and reports to the Head of Membership.

Responsibilities
Customer Support
● Be the first line of support for members’ telephone calls, resolving their queries in a friendly and timely manner.
● Be the first line of support for all membership emails and other written enquiries, ensuring high quality responses with minimal resolution times.
● Optimise all automated membership communications, including template responses.
● Track, report and analyse call and email volumes, escalating issues or significant changes to Head of Membership as necessary.
● Identify, develop and own website FAQs, plus any self-help content which can reduce inbound calls and emails.
● Support the process of the annual membership survey, including promotion, analysis and reporting.
Operations
●Identify and report on improvements with our online membership management system, to optimise the member experience.
● Identify, report and own any issues with the online membership management system.
● Manage the relationship with British Rowing’s fulfilment partner, ensuring they have what they need to ensure the timely printing and posting of our membership pack and cardsl.
●Organise and deliver British Rowing’s Volunteer of the Year awards, working with other teams as necessary.
Other
●Provide short term and holiday cover for other functions in the Membership Services team.
● Support British Rowing in the delivery of its strategic plan and ensure all stakeholders have the best experience of British Rowing.

How to apply
If you are interested in the role, please email your CV and portfolio alongside a covering letter to HR Manager at kasia.szkatulska@britishrowing.org