About the role

This is an exciting time to join the Membership Services team at the British Museum. As we continue to evolve and enhance the experience we offer our Members, we're looking for a proactive and customer-focused Membership Services Coordinator to play a key role in helping us deliver an outstanding service.

This position offers a unique opportunity for someone who enjoys improving processes, solving problems and building strong relationships. You'll work at the heart of our Membership operation, helping to shape how we support Members, develop best practice and contribute to continuous service improvements across the team. You would support the manager in looking after the department and providing training and support for new team members. This role offers excellent opportunities to broaden your skills, take on additional responsibility and develop expertise across customer service, membership operations, reporting and stakeholder engagement.

If you're passionate about delivering exceptional customer experiences and are looking for an opportunity to make a meaningful impact while growing your own skills and career, we'd love to hear from you.

About you

We're seeking someone who combines excellent customer service skills with a genuine interest in improving processes and helping teams work more effectively.

You will bring:

• Experience delivering excellent customer service in a public-facing environment
• Strong written and verbal communication skills with an excellent telephone manner
• Experience handling complex customer queries with professionalism and confidence
• Excellent organisational skills and attention to detail
• Experience using CRM or customer databases, experience with Raiser’s Edge would be advantageous
• Strong Microsoft Office skills
• The ability to manage competing priorities and meet deadlines with a collaborative attitude
• A proactive approach to identifying improvements and enhancing processes
• Experience working within a museum, gallery, membership organisation, charity or fundraising environment would be advantageous.

Key areas of responsibility

As Membership Services Coordinator (Member Relations), you will be responsible for helping to deliver a first-class experience for our Members. You'll act as a key point of support within the Membership Services team, coordinating responses to member enquiries, overseeing communication channels and helping ensure consistently high standards of customer care.

Reporting to and working closely with the Membership Services Manager (Relations), you'll take ownership of day-to-day processes, support colleagues with complex enquiries and play an important role in identifying opportunities to improve efficiency, enhance member satisfaction and develop new ways of working.

Key responsibilities include:

• Coordinating and overseeing member enquiries across email, telephone and post
• Acting as an escalation point for complex customer service issues
• Developing and maintaining response templates, FAQs and knowledge resources
• Producing customer service reports and performance information to help drive continuous improvement
• Supporting and training colleagues in membership processes and systems
• Managing financial administration, reporting and refunds
• Building effective working relationships across the Museum to ensure excellent service for Members
• Contributing to the delivery of membership campaigns, events and member engagement activities

The Masterplan

The British Museum is undertaking its biggest transformation since its founding nearly 300 years ago. This physical and intellectual transformation includes large scale building and gallery transformation, new ways of connecting with audiences and different ways of working. As we look towards this exciting future, we remain guided by the words of our founder Hans Sloane - who dreamed of a museum connecting all arts and sciences, which would be accessible to everyone, everywhere.