Job Title: Member Experience Generalist

Location: Bracknell/Hybrid

Department: Membership

Working Hours: Full Time, 36 hours per week

Contract Type:  Permanent

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 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 handing 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 bring 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. 

How Do I Apply? 

If you would like any further information, or to apply for this role please submit a full CV and covering letter by email on [email protected]. 

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.