Brown & Brown UK
Membership Officer (PRS & HFA)
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Membership Officer (PRS & HFA)
Membership Officer – HFIS Limited
Frances.
Built on meritocracy, our unique company culture rewards self-starters who are committed to delivering the best experience for our customers.
HFIS Limited – the group behind trusted brands such as mydeposits, Total Landlord Insurance, Property Redress, Landlord Action and Hamilton Fraser – is part of Brown & Brown (Europe) Limited.
Looking to grow and develop? We offer a wide range of professional qualifications, with support available to help you succeed.
About the Role
We’re seeking a highly organised and customer-focused Membership Officer to join our Membership Team. In this role, you’ll play a pivotal part in supporting and growing our PRS and HFA membership schemes, ensuring a smooth experience for both new and existing members.
You’ll act as the first point of contact for enquiries, handling membership applications, renewals, and amendments while delivering excellent customer service across multiple channels. Additionally, you’ll support the wider team with administrative, compliance, and sales-related tasks to drive member engagement and growth.
This fast-paced, service-driven role is ideal for someone with a proactive mindset, strong communication skills, and an ability to thrive in a demanding environment where attention to detail is critical.
Working Arrangements
- Location: Office-based with optional rotational remote working (alignment with divisional requirements).
- Working Pattern: Full-time (37.5 hours, Monday–Friday).
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Key Responsibilities
Customer & Member Support
- Serve as the first point of contact via phone, email, and post.
- Respond to membership enquiries within agreed service levels.
- Process applications, renewals, amendments, cancellations, and refunds.
- Manage inbound calls and maintain client records through the CRM system.
- Address compliance-based queries, e.g., confirming membership status.
Membership & Administration
- Assist in membership onboarding, including pack distribution within shortest timeframe.
- Engage with lapsed and prospective members to improve retention.
- Compile weekly non-renewal reports for the Compliance Team.
- Manage shared inboxes and query routing.
Sales & Growth
- Convert inbound enquiries into memberships.
- Follow-up on abandoned registrations and leads.
- Support website enquiries and maintain updated prospect lists.
General Support
- Contribute to product development and service improvements.
- Stay updated on property and PRS market developments.
- Assist with events, trade shows, and team activities as needed.
Requirements
- A high level of customer service, sensibility and empathy backed by confident telephone manner.
- Preferably contact centre experience, particularly multi-channel environments.
- Strong written and verbal communication skills.
- Exceptional attention to detail, problem-solving abilities and organisational competence.
- Ability to prioritise tasks efficiently within fast-paced environments.
- Proactive, solution-focused attitude with a can-do mindset.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Collaborative spirit, capable of fostering positive team dynamics.
- Experience within the property or private rented sector (PRS) highly desirable but not essential.
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Benefits
✓ 23 days annual leave + UK bank holidays ✓ Life assurance for peace of mind. ✓ Comprehensive private healthcare for you and your beneficiaries. ✓ Employee Assistance Programme, including:
- GP appointments
- Cashback on private treatments
- 24/7 therapy and financial advice support.
✓ Season Ticket Loan ✓ Rental Deposit Loan ✓ Optional Leave Purchase Schemes for extra holiday (subject to eligibility).
🏢 Access to discounted personal insurance as part of the HFIS Group offering. 📚 Professional Qualification Assistance: Financial support for qualifying courses; study time permitted.
🎨 Our work environment is knockabout yet professional—our dress code aligns with this flexible culture.
HFIS Limited is an Equal Opportunities Employer. We embrace diversity and welcome applicants from all backgrounds.
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