Fulham Pier
Positioned along the Thames and nestled by parkland, weve brought life to this pocket of South West London by creating a unique destination thatll be open morning, noon, and night. Whether a visitor is looking to start the day with sunrise yoga, pop in for a flat white between meetings, make space for mindfulness during their lunch break, try a pizza class with the kids, or make a date with a glass of bubbles, theres something for everyone.
Your role in this destination to continuously rediscover is to be the exceptional host, making every visit a memorable experience and every day worth savouring. Fulham Pier is the heart of the community, and so are you.
Role
A support position based at the Fulham offices, responsible for administering, processing, updating, and maintaining the clubs memberships, membership materials, payments, files, and data. You will monitor applications, interface with members regarding their subscriptions, and analyse incoming traffic on the website. Additionally, you will provide general assistance to the membership team when required.
Responsibilities
* Primarily responsible for overseeing the collection of all membership fees joining fees, initial fees, and renewal fees through a combination of telephone, e-mail, and written communications.
* Work with the Head of Membership to monitor incoming applications from the Lighthouse Social website, which are processed through the Peoplevine system.
* Utilise data analytics to monitor all visits to the websites membership pages, particularly focusing on any partially completed applications that were abandoned. Employ retargeting communications to try and recover those prospects.
* Filter Lighthouse Social applicants into categories, shortlist individuals for fast-tracking and meeting reviews, and assist in conducting research about applicants.
* Assist in managing and updating Lighthouse Social waiting lists (both temporary and permanent) and handle waiting list enquiries.
* Assist any prospective members who experience difficulty with the website application process, via phone if necessary, to ensure they can complete their applications.
* Attend Lighthouse Social committee meetings as required to review new applications and make notes of approved joiners.
* Post-meeting, process payments for all successful applicants, ensuring payments are received and welcome emails are sent to new members.
* Assemble membership packs for all new Lighthouse Social members, distributing them during new member introduction meetings/show-arounds.
* If physical membership cards (or other items) are issued, replace lost or damaged cards, ensuring any obsolete codes are removed from the system.
* Ensure all Lighthouse Social members receive the correct email responses and communications throughout their application journey, and that membership materials are created and distributed efficiently.
* Check the payment system daily to follow up on new and renewing member payments, involving the Head of Membership when necessary.
* Oversee the distribution of auto-generated emails reminding members that their payments will soon be debited, as renewal dates approach.
* Personally chase any outstanding fees with members, either via phone or email. For late payments (those after the one-month grace period post-renewal date), send the sequence of approved email reminders, followed by an expiry email.
* Process membership refunds (pro-rata) when necessary for those with ill health, overseas commitments (if granted), or terminated members (if they pay monthly).
* Process, create, and distribute complimentary memberships as directed by the Head of Membership.
* Manage the membership enquiry email inbox, responding to questions and messages. Pass certain queries to the Head of Membership and U30 Membership Manager as required.
* Maintain regular contact with members, processing changes to home addresses and contact details to ensure accurate data is kept in the system.
* Order membership materials as required stationery, headed paper, envelopes, and member handbooks and manage stock.
* Provide reports on current membership numbers (and their subscription types), as well as details of new, renewing, and resigning members, for the finance team and senior management when needed.
* Provide general assistance to the Head of Membership and wider membership team as required.
Preferred Experience
A digital native with excellent spoken and written English, experienced in Excel database systems and online payment processing, with formidable attention to detail. The ideal candidate enjoys organising files, data, and information, and is a confident and charming team player with strong administrative and organisational skills, able to work on their own initiative.
Health & safety
As confident custodians, all staff must adhere to Fulham Piers Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.
Safeguarding
Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Piers commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.
Equality, diversity & inclusion
We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Piers Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.
AMRT1_UKCT