Membership Services Officer

EMD UK • Flexible • Remote (GB) • £25.02k / year • 4d ago

Company Description

EMD UK is the national governing body for group exercise, dedicated to achieving a vision of healthier communities through group exercise. We collaborate with group exercise instructors, fitness brands, leisure operators, and physical activity organisations across the sector to inspire people of all ages and abilities to participate in physical activity.

Our organisational values outline our dedication to the needs of stakeholders and communities within the fitness sector. Through support, collaboration, inclusivity, acting with integrity and progressing with ambition, we are seeking to develop stronger resource and governance for all fitness instructors and those who participate in group exercise.

Commitment to Diversity & Inclusion

EMD UK’s commitment to inclusive hiring means that we actively seek out candidates from diverse backgrounds and perspectives. We strive to create a hiring process that is fair, transparent, and free from bias, ensuring that every candidate is evaluated based on their skills, qualifications, and potential to contribute to our team. We recognise the importance of building a workforce that reflects the rich tapestry of human experiences and perspectives, and we are dedicated to creating an environment where every employee feels valued, respected, and empowered to succeed.

Part of this commitment is ensuring that we have a transparent hiring process, and we encourage anyone who needs reasonable adjustments to their application or interview to make us aware. This will be part of our ongoing promise to diversity and inclusivity.

Why join Team EMD UK?

We offer a range of benefits to not only advance your career but boost your personal development too. Our employees have access to:

25 days annual leave (pro-rata) plus bank holidays
Your birthday off!
Pension scheme
Flexible working
30 minutes every day to exercise your way
Employee Assistance Programme and Helpline
Discounted gym membership
Healthcare scheme
Life insurance
Childcare contributions
Savings on holidays, theme parks, retail discounts, and attractions
Two days per year to volunteer for causes close to your heart
Cycle2Work scheme
Teambuilding days

Contractual Terms

Permanent, full time (40-hours a week)

Please note: EMD UK are open to discussing a job share for this role.

Salary

£25,020 per annum

Location

Remote (South of England)

Job Purpose

We are looking for a membership support officer to join our growing Support & Compliance team. The Membership Services Officer plays a vital role in enhancing the member experience by providing exceptional customer service and administrative support. As part of the Support & Compliance team, the Membership Services Officer will serve as the first line point of contact for members, addressing inquiries, resolving issues and processing memberships, whilst ensuring compliance with professional standards and continuous professional development are met.

Key Tasks and Responsibilities

· To maintain and manage the administration of the EMD UK instructor membership sign-up and renewal process using the CRM system.

· Act as the primary point of contact for instructors, addressing inquiries and providing timely support via email, phone, and other communication channels.

· Ensure that all instructors adhere to compliance standards, policies, and regulations.

· To contribute to accurate and timely collection of relevant data and its input into the EMD UK reporting systems.

· Manage the closed Facebook group for EMD UK instructor members and ensure content is created, is relevant and is communicated regularly to keep instructor members engaged with EMD UK support.

· Support in monitoring social media comments across all EMD platforms to check and respond to comments, questions and feedback.

· Contributing to the ongoing development of instructor member benefits, products and services.

· Support with creating insight led resources from member feedback to expand resources, ensuring it is relevant, updated and communicated regularly.

· Support in producing relevant financial reports in relation to sales of insurance, licenses and professional memberships.

· Work closely with other staff of the Support & Compliance team to support instructor members.

· To support EMD staff team as required.

· To attend meetings and events as appropriate on behalf of EMD UK.

· To support the Support and Compliance manager and other senior staff as required.

· Any other relevant task commensurate with the level of the role and as requested by your line manager, Head of Department or Chief Executive.

Qualifications, experience, knowledge, skills & attributes needed for the role

Essential

· Competence with using customer management systems (CRM), membership platforms, and other digital tools to provide support and manage records.

· Customer service skills with the ability to provide clear, supportive, and professional communication to instructors, addressing their needs efficiently.

· Customer first communication and interpersonal skills while speaking to potential customers across various channels (email, phone, live chat etc.).

· Ability to understand the industry regulations and compliance processes to ensure instructors meet required standards and supporting any escalations.

· Ability to handle multiple tasks, prioritise effectively, and manage time to meet deadlines and service-level agreements.

· Skilled in identifying issues, resolving them promptly, and escalating complex situations to appropriate teams when needed.

· Two years of administrative experience.

· Ability to work as part of a team.

· Competent with the use of Excel, Word and Outlook, general IT systems, website administration & social media.

· Ability and willingness to travel throughout the UK and to work evenings and weekends as required

Desirable

· Knowledge of the fitness industry and qualifications/training sector.

· Experience of working for a charity, not-for-profit or national governing body.

· Knowledge of the UK Data Protection Act and security standards awareness.

· Experience in supporting the setup of a new service desk.

Application & Interview

The EMD UK application is an online form which allows you to input your work history, skills and relevance to the job description or to upload a CV and cover letter which includes this information. Your application finishes with our Diversity Monitoring form which is anonymous.

If you require any reasonable adjustments to your application or any part of the recruitment process, then please contact our People Manager at sarahp@emduk.org. Sarah will be able to tailor your needs to create a fair process where you can put forward the best version of yourself for consideration. Reasonable adjustments include but are not limited to viewing any interview questions ahead of time, access to tasks expected in the process or interpretation support.

The closing date for this application is Friday 29th November at 9am.

Shortlisting will take place between the 4th and 10th of December. If you have not heard from EMD UK by this time, your application has unfortunately been unsuccessful however we welcome your application for future job roles at https://emduk.mykajabi.com/careers.

Those invited to interview will be asked to do so between the 12th and 18th December. Interviews will be hosted online via zoom. If you are not invited to interview after task completion, you will be contacted by the People Manager to inform you.

Your pre-application and pre-interview contact is our People Manager, Sarah Partington via email at sarahp@emduk.org.

This job description is not to be regarded as exclusive or exhaustive. It is intended as an indication of the areas of activity and can be amended at any time in response to the changing needs of the organisation.

Job Types: Full-time, Permanent

Pay: £25,020.00 per year

Benefits: