Membership Services Manager (Member Relations)

* Role: Membership Services Manager (Member Relations)
* Department: Development
* Hours: Full-time, 41 hours per week (including one hour paid lunch break)
* Working Type: Onsite
* Contract: Permanent
* Salary: £35,928 per annum
* Application deadline: 12pm (midday) on 24 November 2025

About the role

The British Museum is proud to be one of the world's most visited museums. In 2024, its home in Camden received 6.5 million visitors, more than any other museum in the UK. Against this backdrop, the British Museum is now undergoing an extraordinary transformation, and we look forward to the upcoming display of the Bayeux Tapestry.

As Membership Services Manager (Member Relations), you will take responsibility for the management and administration of primarily back-of-house Member relations and support, with a particular focus on managing the Membership contact centre and maintaining a first-class service for all Members.

Key areas of responsibility

* Customer Service: you will set and maintain expected standards of customer service across the team, manage the response to all phone, email and postal queries while maximising the support given to Members. In addition, you will act as the department's customer care champion and key point of collaboration and escalation for complex queries impacting Members.
* Team Management: You will take primary responsibility for the management, recruitment and administration of the Member Relations team within Membership Services. You will ensure that team are fully supported in their roles and in delivering the best service for Members.
* Membership Contact Centre: You will take primary responsibility for the management of the Membership contact centre, overseeing its functioning, allocation of work, effectiveness, reporting, administration of payments and financial reconciliation

If this sounds like the right opportunity for you, then we'd love to hear from you. A full job description is available below; this details the key dimensions of the role and the person specification.

About you

The successful candidate should demonstrate:

* The ability to Tackle complex problems while delivering the best outcomes for the Museum and Members alike,
* Previous experience in a busy customer service role, ideally working in a senior role or managing a telephone contact centre/customer inbox.
* Strong expertise and experience with CRM databases (preferably with experience of Raiser's Edge) as well as experience with credit and debit card payment systems
* Experience with resolving complex problems and handling complaints
* Fantastic telephone manner and correspondence skills
* First-class time management, for themselves and team members

Benefits include:

* Be a part of a world-renowned institution, where history, culture, and innovation come together!
* 25 days annual leave (rising to 30 days after long service) plus 2.5 privilege days, in addition to bank holidays
* Generous civil service pension scheme (find out more here)
* Complimentary exhibition tickets
* Free entry at paid national museum and gallery exhibitions
* Free and discounted entry to international cultural organisations
* Interest-free travel loans and rental deposit loans
* Employee Assistance Programme for mental health support

Our Values

Our values drive everything we do, from how we handle our objects to how we work in our team to fostering a culture where everyone feels heard and empowered. These are:

* Care Deeply
* Embrace the Unknown
* Spark Curiosity
* Value Many Voices

Additional details

If you have any additional needs that we should be aware of to support you with your application, please provide details

The British Museum is committed to promoting equality of opportunity for all employees and job applicants. We aim to create a working environment in which all individuals can make best use of their skills, free from unlawful discrimination or harassment. We value the benefits that a diverse workforce brings to a museum which represents world culture. The Museum is committed to ensuring that no job applicant suffers unlawful discrimination because of any protected characteristics. Our recruitment procedures aim to ensure that individuals are treated in line with their relevant knowledge, skills and experience.

*Unfortunately, for this role we are unable to offer Sponsorship to applicants*

The Museum also adheres to the HMG Baseline Personnel Security Standard (BPSS) for pre-employment screening of Civil Servants.

Museum Website: https://www.aplitrak.com/?adid=YW5uYS5nZW9yZ2UuOTQwMjIuMTExOTNAYnJpdGlzaG11c2V1bS5hcGxpdHJhay5jb20