Member Services Administrator

At Company Shop Group, we're passionate about creating exceptional experiences for our members and colleagues. We're looking for a Member Services Administrator to join our Marketing & Membership team and play a key role in delivering outstanding support to our members, stores and internal teams.

As the first point of contact for membership-related enquiries, you'll be at the heart of our member experience, ensuring every interaction is handled professionally, efficiently and with a customer-first approach. If you're highly organised, enjoy problem-solving and thrive in a fast-paced environment, we'd love to hear from you.

About us:

Company Shop Group (part of Biffa Waste) is the largest commercial redistributor of surplus food and household products in the UK, enabling some of the biggest retailers, manufacturers, food service and logistics providers to unlock value from surplus stock, which may have otherwise gone to waste. The surplus we handle is redistributed through our Company Shop stores and our award-winning social enterprise Community Shop where we build stronger individuals and more confident communities. Working with our partners, we deliver an incredible impact and we're proud to be a good business doing good.

About the Role:

Reporting to the Member Services Team Leader, you'll support the day-to-day operation of our Membership Services function, helping to ensure our members receive an excellent experience at every stage of their journey.

You'll manage membership enquiries across a variety of channels, process applications accurately, maintain member records and work closely with colleagues across the business to resolve queries and improve the overall member experience.

This is a fantastic opportunity for someone who enjoys balancing administration with customer service and wants to make a real difference to our members.

What you'll be doing:

• Delivering a friendly, professional and efficient service to members and colleagues.
• Responding to membership enquiries across multiple channels within agreed service levels.
• Processing membership applications accurately and in line with eligibility criteria.
• Maintaining and updating membership records and databases.
• Investigating and resolving member queries and complaints, ensuring a positive outcome wherever possible.
• Providing guidance and support to store colleagues on membership-related matters.
• Working collaboratively with teams across the business to resolve issues and improve processes.
• Producing and reporting on membership statistics and performance data.
• Supporting incoming calls and providing effective solutions to member enquiries.
• Providing cover for the Member Services Team Leader when required.

We're looking for someone who is passionate about delivering great customer service and takes pride in getting the details right.

You'll ideally have:

• Previous experience within an administrative, customer service or contact centre environment.
• Excellent communication skills with the ability to build positive relationships with both internal and external stakeholders.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• Confidence using Microsoft Office and other office-based systems and databases.
• A proactive approach to problem-solving and continuous improvement.
• The ability to work independently whilst contributing positively to a wider team.
• An understanding of data handling and confidentiality, including basic GDPR awareness.
• A willingness to learn, develop and embrace new ways of working.

What Success Looks Like

In this role, you'll contribute to:

• Delivering agreed service levels across enquiries and ticket management systems.
• Improving member satisfaction and overall customer experience.
• Building strong relationships with internal stakeholders and store teams.
• Maintaining high levels of accuracy and efficiency across membership processes.

What's in it for you:

• Free membership to Company Shop for you and 10 x nominees
• Annual Flu Injections, high street & leisure vouchers, and on-site Parking
• Onsite café, Free Tea & Coffee, and Free Fruit Friday
• Employee Assistance Programme – Grocery Aid
• Eligible for Costco membership, Cycle 2 Work, and UK Fuel card discounts
• Contributory pension scheme with a comprehensive benefits package including life cover and wellbeing support.

Hybrid role: 3 days based onsite and 2 days Working from home.

Location: Company Shop Head Office, Wentworth Industrial Park 1-4 Wentworth Way, Barnsley, South Yorkshire, S75 3DH

Salary: £27'726

Hours: 08:30am-5:00pm Monday-Friday

Why Join Us?

At Company Shop Group, our people make the difference. We offer a supportive and inclusive environment where colleagues are encouraged to grow, develop and bring their best selves to work every day.

If you're looking for a role where you can make a real impact on our member experience while working with a fantastic team, we'd love to hear from you.