The AF Group

Membership Coordinator

  • Full-time
  • Member Services
  • Honingham Thorpe

Description

We are looking for an energetic and motivated individual with excellent organisational and communication skills and attention to detail to deliver a high level of service to our Members. 


You will be at the forefront in managing the onboarding of new Members, managing their applications, managing the amendments to account details, providing reports and ensuring data is accurate and up to date.  The role will also provide support to the wider Membership and Marketing team.


Overview of Role:

In this role, you will take the lead in managing the onboarding process for new Members, handling their applications, processing account amendments, maintaining accurate and up-to-date records, and preparing regular reports.


You will play a key role in supporting the wider Membership and Marketing team, working closely with the Account Managers and Business Development Manager, contributing to the smooth and effective running of all membership-related activities.


You will be an enthusiastic and proactive individual with strong organisational and communication skills, a keen eye for detail, and a passion for delivering excellent service to our Members.


Duties and Responsibilities:

  • Coordinate and deliver a smooth and professional onboarding experience, ensuring timely processing of applications and liaising with internal teams to support a seamless transition into Membership.
  • Ensure the accurate preparation and timely distribution of Share Certificates, maintaining records in compliance with company policies and governance requirements.
  • Maintain a detailed register of Members company guarantees, ensuring records are complete, current, and easily accessible for reporting and audit purposes.
  • Conduct and compile credit reports for prospective Members, working closely with the Credit & Risk team to support risk assessment and onboarding decisions.
  • Deliver a warm and informative welcome by sending tailored emails and materials, ensuring new Members are well-informed about their benefits and key contacts.
  • Accurately update and maintain Member account information, including contact details, or other critical updates, across all internal systems.
  • Collaborate with Finance to ensure accurate billing, issue Membership invoices, apply credits where needed, and resolve any related queries in a timely manner.
  • Lead the planning and execution of the Membership renewal cycle, ensuring timely communications, accurate records, and maximised Member retention.
  • Manage the Member Referral Programme, tracking referrals and working with Marketing to increase engagement.
  • Handle the closure or transition of Member accounts professionally and efficiently, ensuring accurate documentation and minimal disruption to internal records and systems.
  • Produce regular and ad hoc reports, dashboards, and summaries to support Membership strategy and decision-making across departments.
  • Liaise with the IT team to design, build, and refine reporting tools that support data analysis, improve visibility, and enhance operational insight.
  • Continuously review team workflows, identify areas for optimisation, and implement process improvements to enhance productivity and service delivery.
  • Assist with scheduling, inbox management, document preparation, CRM updates, and cross-team initiatives to ensure smooth day-to-day operations.
  • Act as a key point of contact for Member queries, demonstrating professionalism, responsiveness, and a commitment to outstanding customer service at all times.

Person Specification

Skills:

  • Strong verbal and written communication skills
  • Ability to engage with members professionally and effectively
  • Able to multi-task while maintaining attention to detail
  • Accurate data entry skills
  • Excellent at problem solving
  • Ability to undertake mail merges - desirable


Experience:

  • Experience using a wide range of IT platforms, including Microsoft Office
  • Proven experience in a fast-paced customer service role
  • Experience in a collaborative role
  • Previous experience in a relevant industry such as farming, rural or food sector - desirable
  • Experience with a Customer Relationship Management (CRM) tool - desirable


Qualifications:

  • Qualification in Customer Service - desirable
  • English and Maths at GCSE or equivalent (Grade C or above or equivalent) - desirable


Knowledge:

  • Knowledge of market trends - desirable
  • Able to provide management reports - desirable
  • Understanding of a cooperative - desirable


Personal Attributes:

  • Customer focused mindset with a passion for delivering exceptional service
  • Proactive and solution focused to drive positive outcomes
  • Team player with a collaborative attitude
  • Empathetic and an active listener
  • Resilient and able to adapt to changing priorities
  • Able to work to own initiative, continuously looking for ways to improve processes

Benefits

Salary: Up to £28,000 per annum

Hours: 37.5 hours per week


Additional Benefits:

  • 8% employer pension contribution
  • 26 days holiday per annum, plus bank holidays. This rises with each years service by an additional day, up to 7 extra days
  • Have your birthday off as an extra days holiday, if it falls on your working day
  • Free lunch daily from our onsite Café
  • AF Membership (giving discounts at hundreds of retailers and suppliers)
  • Life assurance
  • Health Insurance
  • Discounted gym membership
  • Cycle to work scheme
  • Hybrid working
  • Free onsite parking