Customer Service Officer - Outbound

Customer Service Officer (Outbound) – 6-Month FTC

£28,000 per annum

Remote or Hybrid (London office 2 days per week minimum)

Membership Organisation

About the Role

We’re looking for a confident, people-centred Customer Service Officer to join our client on a 6-month fixed-term contract. This role sits within a busy membership team and focuses on outbound calling campaigns across a range of membership categories.

You’ll be speaking with both individual and corporate members, building rapport quickly, understanding their needs, and supporting them with renewals, upgrades, payments and general membership queries. You’ll also play a key role in tracking down missing or outdated contact information to ensure no member is left behind.

This is a great fit for someone who genuinely enjoys conversation, connection and problem-solving — someone who thrives on the phone and takes pride in delivering a warm, professional member experience.

Key Responsibilities

· Conduct outbound calling campaigns across multiple membership categories

· Build rapport and engage members in meaningful, value-led conversations

· Advise members on upgrade opportunities, benefits and available options

· Handle renewal reminders, lapsed memberships and missed payments

· Take payments securely and accurately over the phone

· Follow up on unpaid invoices and resolve payment-related queries

· Investigate and update missing or outdated contact information using internal systems and available resources

· Maintain accurate records of all interactions in the CRM

· Work closely with membership and finance teams to ensure smooth processes

· Meet agreed call targets, quality standards and campaign objectives

Skills & Experience Required

· Experience in a call centre, membership, customer service or outbound calling environment

· Confident making outbound calls and engaging in open, friendly dialogue

· Strong ability to build rapport quickly and maintain a professional tone

· Comfortable discussing payments, renewals and upgrades

· Excellent listening and questioning skills

· Strong attention to detail when updating member records

· Ability to track down missing information using internal systems, online tools or available data sources

· Good organisational skills and ability to manage call lists and follow-ups

· CRM experience (any system) is beneficial

Personal Attributes

· Warm, engaging and confident on the phone

· Naturally curious — enjoys conversation and connection

· Resilient and comfortable handling objections

· Proactive and resourceful when information is incomplete

· Reliable, consistent and target-driven

· Positive, team-oriented and committed to delivering a great member experience

Contract Details

· 6-month fixed-term contract

· £28,000 per annum

· Remote or hybrid (minimum 2 days per week in the London office if hybrid)

· Full-time, Monday–Friday

· Immediate or short-notice start preferred

Why This Role Is a Great Opportunity

· Join a respected membership organisation with a strong purpose

· Work in a supportive team that values quality conversations over scripted calls

· Make a real impact by helping members get the most from their membership

· Enjoy a mix of relationship-building, problem-solving and investigative work

· Flexible working with the option to be fully remote