Job Description

Overview

We are seeking a proactive, organised, and compassionate

Membership Coordinator

to join our fast-paced surrogacy agency. The Membership Coordinator will be responsible for overseeing the administration and coordination of member services and membership operations, ensuring a seamless experience for all members. This role is key in maintaining positive relationships with members, managing memberships, and supporting the agency's broader mission to help individuals and families navigate the surrogacy journey. This is a home based role with occasional travel to the London offices.

Key Responsibilities:

Membership Operations support:

Coordinating appointments and operational logistics and communications, ensuring all necessary documentation is completed and up-to-date in a timely manner.

Member Support:

Serve as a main point of contact for members, answering inquiries and resolving issues with professionalism, empathy, and discretion.

Administrative Support:

Manage member records, ensuring data integrity and compliance with legal and regulatory standards. Input, update, and track membership details in the CRM and other agency systems.

Coordination of Services:

Collaborate with other departments and our partners (medical, legal, benefits, operations) to ensure members receive the services they need in a timely and efficient manner. Facilitate communication between all parties involved.

Billing & Payments:

Oversee membership billing, process payments, and monitor accounts to ensure members' fees are collected in accordance with the agency's payment schedules. Work closely with the finance team to manage payment discrepancies or issues.

Collaborate:

with team members to ensure a seamless service experience for all members.

Member Engagement:

Develop and implement strategies to improve member satisfaction. Provide regular journey updates and overviews and follow-up with members to ensure they are satisfied with services and resolve any concerns they may have.

Reporting & Analytics:

Track and report on membership data, such as the number of new members. Provide regular updates to senior management on membership trends and performance.

Compliance & Documentation:

Ensure all membership processes and communications comply with relevant laws, industry standards, and agency policies. Maintain accurate and confidential member records.

Process Improvement:

Identify areas for improvement in the membership experience and propose solutions to enhance service delivery. Continuously streamline and optimise membership processes to improve efficiency.

Skills

2+ years of experience in membership coordination, customer service, or administrative roles Strong verbal and written communication skills with a people-first, empathetic approach Excellent organisational abilities with keen attention to detail Proficient in CRM systems, Google Suite, and Microsoft Office Confident in problem-solving and working collaboratively across departments High level of professionalism and discretion when managing sensitive or confidential information Bilingual candidates are encouraged to apply, particularly those fluent in Spanish.

Desirable Experience

Prior experience in reproductive health, healthcare, or within the nonprofit sector Proficiency with membership or client relationship management systems Demonstrated ability to coordinate events, webinars, or other member-focused communications and initiatives

Why Join Us?

At My Surrogacy Journey, we don't just offer services -- we offer hope, support, and guidance. As a Membership Coordinator, you'll be a key part of a team that makes a tangible difference in people's lives. We offer flexible working, a compassionate team culture, and the opportunity to grow in a mission-driven organisation.

Job Types: Full-time, Permanent

Pay: 23,000.00-24,000.00 per year

Benefits:

Casual dress Company events Company pension Employee discount Free fitness classes Work from home
Schedule:

Day shift Monday to Friday
Application question(s):

Do you have at least 2 years experience in either membership coordination or customer service roles?
Work Location: Remote

Application deadline: 22/05/2025
Reference ID: MSJMSC150525
Expected start date: 09/06/2025