Membership Admin Assistant

Job Seniority: Administrator

Job Function: Administration

Job purpose: 

To work as part of the Membership Services team to provide support to members via telephone and e-mail and routine administration in relation on supporting members with their membership renewal and general queries about their membership.

Key responsibilities of the role:

Renewal

• Processing membership subscription payments via Credit/Debit card, cheque, bank transfers and setting up Direct Debits.
• Producing receipts for each member subscription payment transaction processed.

Recruitment and Retention of Members

• Assist on campaigns to recruit and retain members
• Finance
• Process cheques and other payments

Administration

• Arrange for welcome packs for new members to be sent be sent
• Process weekly letter run and emails through database
• Create letter, certificate, insurance documents etc. to be sent out to the new member
• Send out all sensitive correspondence as requested by members including, receipts, letters of good standing, insurance documents and direct debit forms
• Managing member details changes on systems – retirement, non-practising etc.
• HCPC cross check re member registration (every two years)
• Attend and represent the organisation and Conferences and events if required
• Advise and help members who are unable to access the Membership area of the website and the membership App
• Manage the membership email boxes

Customer service

• To take responsibility for being the first point of contact for all callers to the Membership telephone line and e-mail address and ensuring that a high quality of service is delivered at all times.
• To ensure that all calls to Membership are dealt with promptly, in line with agreed standards and targets.
• To establish, develop and maintain effective working relationships with all colleagues to ensure a ‘one team approach’ to the delivery of the best service possible to members.
• Speak to members who on occasions may be vulnerable in relation to the status of their membership that can sometimes involve sensitive and emotive conversations

Person Specification
Education

• Educated to A level or equivalent and/or work experience
• Evidence of continuing professional development (CPD)

Experience

• Experience of working in a membership or professional body.
• Experience of using a membership/CRM system
• Experience of handling sensitive or confidential information

Knowledge

• Excellent IT skills including Microsoft Office and its applications
• Excellent organisational skills with proven ability to multitask whilst managing conflicting priorities
• Excellent written communication skills
• Excellent customer service skills
• Knowledge of Data Protection Act/GDPR

This is a 6 month contract starting January 2020