Membership Accounts Administrator (Fixed term, part-time) - HQ

Title: Membership Accounts Administrator

Term: Fixed term, 12 month maternity cover. Part time at 3.5 days per week / 28 hours per week

Division:  Membership

Reports to: Head of Membership

Salary: £21,000 Per annum

Job Summary:

The Membership Accounts Administrator plays a vital role in managing the payment processes for The House of KOKO’s memberships. As an integral part of the membership team, they ensure the smooth, secure, and accurate processing of membership fees while delivering exceptional service and engagement with members. The role involves maintaining accurate data, supporting membership retention, and collaborating with finance and legal teams to ensure seamless account management.

Key Responsibilities:

• Oversee the processing and collection of all membership fees, including registration, joining, and renewal fees, through direct communication with members (phone, email, and written correspondence).
• Ensure transactions are processed efficiently and securely, maintaining accurate financial records.
• Assist in the ongoing development of CRM and database systems to enhance reporting and data integrity.
• Proactively engage with members regarding their accounts, ensuring any payment issues are resolved smoothly and efficiently.
• Maintain up-to-date records of account status and member communications to support seamless membership experiences.
• Collaborate with the Membership Admin team and Membership Managers to facilitate member requests, feedback, and onboarding status changes.
• Support the retention of members by providing outstanding service and ensuring a positive membership journey.
• Maintain accurate records of membership adjustments, ensuring CRM systems reflect the latest status updates.
• Review membership transaction history to ensure accurate reporting and assist with financial reconciliation where necessary.
• Liaise with the Finance and Legal teams to support the management of outstanding balances and ensure a smooth resolution process for members.
• Maintain accurate weekly data for the Trade Report, tracking key membership statistics such as renewals, adjustments, and new memberships.
• Provide reports on membership trends, new joiners, renewals, and resignations for the finance team and senior management as required.
• Ensure all KOKO members receive timely and accurate email communications throughout their membership journey.
• Support CRM-related projects assigned by the Head of Membership to enhance member experiences.
• Act as a key point of contact for members regarding their accounts, responding promptly and professionally.
• Process updates to members’ personal details to ensure data accuracy within CRM systems.
• Work closely with the Membership team to enhance the application and renewal process, ensuring a seamless and positive experience for all members.
• Identify and report any areas for process improvement, ensuring an efficient and member-friendly experience.
• Work with service providers to optimize system performance and ensure smooth payment processing.
• Keep the team informed of any system updates or enhancements that may improve operations and member interactions.

About You:

 We’re looking for an organised, detail-oriented professional with the following key attributes:

• Excellent spoken and written English with strong communication skills.
• Experience with Excel, CRM database systems, and online payment processing.
• Exceptional attention to detail and data accuracy.
• A proactive and member-focused approach to building relationships and enhancing the membership experience.
• A confident and solutions-driven team player, capable of working independently with strong administrative and organisational skills

Please note we can only consider candidate with the right to work in the UK