Member Services Administrator

About Sheffield Mutual

Sheffield Mutual is a modern, progressive mutual society with strong roots in our community and a reputation for personal service. We help people across the UK save and invest for their future with straightforward, long-term products and a focus on doing the right thing by our members. We’re proud of our heritage, but we’re also growing, reaching new audiences and working with a growing network of partners and introducers. With hundreds of 5-star reviews and a loyal member base, everything we do is built on trust, service and putting people first.

The role

We’re looking for a Member Services Administrator to join our friendly team. While we call this an admin role, a big part of it is about people – speaking with members, potential members and partners over the phone and via email, answering questions, offering reassurance, and ensuring they feel valued and supported. You’ll often be the first point of contact, so a warm, professional manner and excellent communication skills are essential.

You’ll also play a vital role behind the scenes – keeping member records accurate and up to date, maintaining clear communication trails, and ensuring our processes run smoothly.

Key responsibilities include:

· Answering incoming calls and speaking confidently with members, prospective members and business partners

· Providing helpful, clear information about our products and services

· Handling and resolving queries with care and professionalism

· Keeping member records and internal systems up to date and accurate

· Supporting with general administrative tasks including post, scanning and filing

· Supporting the wider team as needed – we work collaboratively and pitch in where it’s needed most

What we’re looking for

You don’t need years of experience in financial services, but you do need a passion for delivering excellent service, strong attention to detail, and a friendly, helpful attitude. Confidence on the phone is key – you’ll be speaking with people every day and making them feel comfortable and well looked after is a big part of the role.

We’d love to hear from you if you’re:

· A great communicator who enjoys talking to people and building rapport

· Organised, methodical and happy juggling tasks in a busy environment

· Comfortable using IT systems to input, update and manage records

· A team player who’s keen to learn and grow with us

· Able to demonstrate empathy, discretion and professionalism at all times

Previous experience in customer service or admin would be useful, but it’s your personality, enthusiasm and willingness to learn that matter most.

Package and Benefits :

• Salary banding DOE 24k – 26k per annum
• Performance-based annual discretionary bonus upto £1500 FTE
• Annual training bonus award of £500
• Discretionary Christmas bonus
• Supportive and inclusive work environment, every member of our team is valued and a key part of our success
• Full time hours are 35 hours per week (Monday to Friday) with an hour for lunch
• This role is predominantly on site in our office , however we are currently trialling hybrid arrangements and aim to offer this following successful probation periods.
• Death in service benefit
• 22 days plus all statutory bank holidays. Increasing to 27 days following 2 years’ service.
• Additional discretionary 3 days holiday for Christmas closure
• Free on-site parking
• Medicash Cash Plan for all / Bupa cover offered additional after 5 years service
• Company pension –6% of salary
• Flu jabs (optional)
• Social and events calendar
• Free tea, coffee and fresh fruit
• Company pension
• Cycle to work scheme
• Enhanced sick pay

We are dedicated to providing a diverse and inclusive workplace and encourage everyone to apply for roles within our society – no matter their gender, ethnicity, disability, religion, sexual orientation, or age. If you require any adjustments to the interview process, please speak to us and we will ensure we make any suitable adjustments.

If you wish to discuss the role in more detail or have any questions prior to application please email Dannika.bennett@sheffieldmutual.com or Abigail.jones@sheffieldmutual.com. We will be shortlisting for this role during the week commencing 23 February 2026, with the aim of arranging interviews in the week commencing 2 March.

Job Type: Permanent

Pay: £24,000.00-£26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free flu jabs
• Free parking
• On-site parking
• Sick pay