Are you passionate about delivering exceptional customer service and building lasting relationships? Do you thrive in a fast-paced environment, managing multiple tasks with precision, efficiency, and a proactive mindset? Would you like to play a key role in retaining members and enhancing their experience within a global organisation? Member and Customer Retention Executive Up to £12,420 12 Month Fixed Term Contract /Part Time (18 hours per week) Futures Place, Stevenage At the IET, making our world a better place starts by creating a better place for our people. At the IET you’ll have more than just a job. Our work is exciting and challenging, connecting the people who solve the problems that matter. It means working with us has real meaning and impact, and you’ll grow - professionally and personally - in ways you never thought possible. We’re also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working. What you’ll be doing As a Member and Customer Retention Executive, you will play a key role in engaging with existing members and customers, with a focus on reducing churn and enhancing customer satisfaction. You will predominantly communicate via outbound telephone calls, emails, and SMS to provide a high-quality service and ensure continued membership. You will identify at-risk members or customers, implement targeted retention strategies, and handle objections or complaints effectively to resolution. Additionally, you will support data quality processes, track personal performance metrics, and contribute to engagement initiatives to strengthen member relationships. This role is a 12-month Fixed Term Contract, working 18 hours per week (minimum of 3.5 hours on any particular day). The schedule is flexible and can be discussed with the successful candidate. What we hope you can bring to the role We are looking for someone with previous experience in a Customer Service or Retention role, ideally within a Professional Membership Body or similar organisation. You should have excellent written and verbal communication skills, strong IT proficiency, and experience handling sensitive customer information. A proactive and positive approach to work, excellent organisational skills, and the ability to work independently are essential. Familiarity with CRM systems and databases is highly desirable, as is a passion for delivering outstanding customer experiences. Please note, this role is a 12 month Fixed Term Contract with an earliest start date of 12th May 2025. We’d love to get to know you Is Imposter syndrome creeping in? Don’t worry - we’d rather hear from you this time than not hear from you at all Read on for a little more information about the role; but also, keep in mind that we’re open to discussing flexible ways of working, including reduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work. A little more about the role Engage with members and customers via telephone, email, and SMS to provide excellent service. Implement retention strategies to reduce churn and increase membership renewals. Handle objections and complaints effectively, ensuring satisfactory resolution. Meet weekly and monthly activity targets set by the Retention Manager. Maintain accurate customer records and billing information. Gather insights from resigning members to improve retention initiatives. Advocate for members and customers, sharing feedback with internal stakeholders. Process sensitive customer information, including payments, with accuracy and confidentiality. A little more about what we’re looking for Previous experience in a Customer Service or Retention role is essential; experience within a Professional Membership Body or similar organisation is highly preferred. Excellent written and verbal communication skills, ensuring clear and professional interactions with members and colleagues. Strong organisational and time management skills, with the ability to prioritise tasks effectively. Experience handling sensitive customer information and processing payments with accuracy and confidentiality. A positive and proactive approach to work, fostering a collaborative and inclusive environment. Ability to work independently, taking initiative when required. IT proficiency, including experience with Microsoft Office applications and willingness to learn CRM systems and databases. What if you could be you? The IET is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To find out more, head over to our 'Work for the IET’ site. By submitting an application for this role, you hereby consent to the processing of your personal information by iRecruit, our Applicant Tracking System tool, in accordance with applicable data protection laws and our privacy policy. Full information on our Recruitment Privacy Statement can be here: Recruitment Privacy Statement (theiet.org). Full information on our Privacy Statement can be found here: Privacy (theiet.org).