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Senior Customer Experience Administrator
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It is 35 hours and the hours of work are Monday to Thursday 9-5 and Friday 9-2.
Reporting to the Commercial Operations Manager, the postholder leads on the two central functions of this role, the onboarding of new members and the retention of members through their early life with us. Working closely alongside a colleague across both, the postholder ensures that new members experience us as relief, certainty and simplicity from the very first contact, and that they are supported into confident, active and lasting use of their membership. The role sets the standard for the Customer Experience team through the quality and care of its own work, and acts as a confident point of reference for colleagues and members alike.
Key Accountabilities/Responsibilities
Member Onboarding
- Lead the day-to-day delivery of the member onboarding journey, guiding new members through a supported and structured process that reduces early friction.
- Separate the capture of commitment from the completion of compliance documentation, so that members are welcomed first and supported through requirements afterwards.
- Act as a knowledgeable and reassuring point of contact for new members, anticipating questions and removing obstacles before they become reasons to disengage.
- Monitor onboarding progress, follow up promptly on outstanding items, and ensure no new member is left without a clear next step.
Member Retention
- Take shared ownership of member retention through the early life of membership, helping new members move from sign-up to confident, active and lasting use of what we provides.
- Watch for the early signs of disengagement and act promptly to re-engage members, so that relationships are secured before they are at risk of being lost.
- Work closely alongside a colleague across both onboarding and retention, sharing the workload and giving members a consistent, joined-up experience from first contact onwards.
- Keep a clear boundary with Marketing, holding early-life retention within the onboarding relationship while campaign-driven reactivation remains with the Marketing team.
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Service & Support
- Manage a varied administrative workload to a consistently high standard, prioritising effectively across competing demands and deadlines.
- Handle member communications, enquiries, and casework with accuracy, clarity, and a calm, professional tone.
Leading by Example
- Set the standard for the Customer Experience team through the quality, consistency, and pace of your own work.
- Support the Commercial Operations Manager in maintaining service levels, managing backlogs, and embedding consistent ways of working.
Continuous Improvement & Collaboration
- Identify recurring friction points and recommend practical improvements to process, guidance, and member touchpoints.
- Collaborate with Certification, Marketing, and IT teams as required to resolve member issues and improve the onboarding experience.
Role Requirements
- Substantial experience in a customer service, onboarding, or membership support role, with a demonstrable record of working to a high standard.
- Strong written and verbal communication skills with a clear, welcoming, and professional tone.
- Comfortable using CRM systems, onboarding tools, and managing member documentation.
- High level of accuracy and attention to detail, especially in initial data entry, documentation checks, and scheme set-up.
- Organised and able to manage structured workflows across multiple onboarding cases simultaneously.
- Basic understanding of data protection and compliance principles (e.g., GDPR); willingness to learn CPS-specific requirements (e.g. BRCC, scheme eligibility).
- The maturity and credibility to lead by example, with a proactive focus on helping new members feel confident and supported.
- Team-oriented, with a collaborative approach to handover and cross-team communication.
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Competencies
Functional Competencies
- Service Delivery
- System Use
- Process Awareness
- Data Handling
- Willingness to Learn
Core Competencies
- Customer Focus
- Problem Solving
- Communication
- Collaboration
- Attention to Detail
Behaviour Competencies
- Action Oriented
- Approachability
- Compassion
- Customer Focus
- Integrity and Trust
- Interpersonal Savvy
- Listening
- Patience
- Peer Relationships
- Perseverance
- Personal Learning
- Self-Knowledge
- Understanding Others
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