Cyclehoop specialises in innovative cycle parking solutions and infrastructure, dedicated to making cycling safer, more secure, and convenient. Our award-winning products, designed by cyclists for cyclists, have been installed worldwide, contributing to more cycle-friendly, healthy, and sustainable cities.
As a Membership Officer in the Customer Service Department, you will provide a comprehensive subscription management function for the team.
Working Hours: 9:00 am to 5:00 pm, with a 30-minute lunch break (37.5 hours per week).
Annual Leave: 25 days per year + bank holidays.
Location: Lower Sydenham, 5 days in the office.
Salary: £27,000
Application deadline: 23/08/2024
The Role
As a member of our dedicated Customer Service team, you will be dealing with customer enquiries through email and over the telephone. This will involve processing new and expiring memberships, and managing waiting lists. You will work in close partnership with our Maintenance Manager and the Maintenance team to provide seamless customer service to our municipal sector clients.
Key Responsibilities
- Provide comprehensive telephone-based customer support function for clients and service users.
- Responding to client and customer correspondence received by email in relation to your assigned boroughs.
- Maintaining and updating the Membership Department’s CRM system and website including uploading new Bikehangars to the website
- Monitoring of Bikehangar/Cycle Hub availability and processing on average 100-200 applications per weeks
- Processing keys for new members
- Packing and posting of all new orders
- Managing a quota of at least 4,000 membership subscriptions
- Credit control in pursuit of outstanding membership fees
- Investigating, managing and resolving member queries
- Investigating misuse complaints and resolving issue of over occupancy
- Monitoring and chasing of outstanding rental keys to close down subscriptions.
- Maintaining stock levels of keys for managed units and ordering replacements as required
- Maintaining stock levels of all stationary required to process new orders, including ID tags, stamps, welcome leaflets etc.
- First point of contact for all maintenance issues and complaints
- Raising cases and providing updates for all maintenance issues raised
- Carrying out audits of existing Bikehangars and relevant waiting lists
- Processing priority applications as directed by the client.
- Ensuring accurate recording an updating of subsidy payments by clients
- Communicating membership price changes to customers in line with any increased/decreased subsidy payments by clients
- Process key returns and deposit refunds in support of the Membership Administrator
- Managing all enquiries relating the on-demand Trips service, including monitoring of usage, misuse, payment enquiries, providing a support function to members
- Assist with preparing reports, as directed by the Customer Service Manager
- General administrative duties for Membership Department and other departments as directed by the departmental manager.
- Any other duties commensurate with the post
Essential Skills and Experience
- Able to maintain focus, reliable and personable.
- Ability to learn new software systems following training.
- 2 years’ experience of handling difficult telephone enquiries
- 2 years’ experience of general office duties
- Ability to remain calm under pressure.
- Experience of credit control
Desirable Skills and Experience
- Passionate about cycling and a general interest in active travel.
- Experience of managing subscriptions and membership enquiries.
Benefits
- Access to the Reward Gateway benefits portal.
- Discretionary annual profit share bonus.
- 25 days annual leave per annum, with increments for each year of service.
- Cycle-to-work scheme.
- Casual office environment with social events throughout the year.
Join Cyclehoop and contribute to our mission of making cycling safer, more secure, and convenient, helping cities around the world become more cycle-friendly, healthy, and sustainable.
Office located in Sydenham, South London right next to Lower Sydenham Station, or a short walk/cycle from Sydenham Station.
Please note, you must have the right to work in the UK to be considered for this role.
If this is the job for you, please send your application to careers@cyclehoop.com with your CV.