Membership Administration Officer

6 months ago

Birmingham, United Kingdom British Allied Trades Federation Full time

**Who are we?**

We are the leading voice for the UK Jewellery industry, shaping professional excellence for more than 2,000 member companies employing over 24,000 people. We protect, promote and prepare our members, helping them be legally compliant, profitable and responsible and we are looking to grow our team.

**What do we want?**

We are looking for a friendly, enthusiastic, forward-thinking person to join our team as a Membership Administration Officer.

Your role will enable members to join and renew their membership, as well as help students access appropriate qualifications and courses. You will also help administer key services such as NAJ Resolve, professional service advice lines, SaferGems and Created in the UK.

Details of this varied role are shown below to help you visualise what your contribution would be to the team.

**Main purpose of the Job**:
To administer membership joining, renewing and resignation process, and supporting administration to key membership services including NAJ Resolve, SaferGems, Jewellery Education and Training and Created in the UK.

**1.** **Membership administration**

To contribute to successful membership recruitment and retention strategies achieving membership revenue targets and positive member experiences.

Standard of performance is achieved when:
a. the annual renewals’ procedure is administered, guaranteeing precise and effective collection of progress resignation notices in line with documented process.

c. membership resignations and terminations are processed effectively - with information secured on why someone leaves the Association.

d. membership records are updated as appropriate insight and contact information.

**2.** **Membership services administration**

To effectively build up membership records by administering popular membership services through the Association’s CRM platform helping members get the most out of their membership.

Standard of performance is achieved when:
a. Ordering of welcome and renewal packs and certificates to be dispatched to members and students in digital and traditional format.

b. Ensuring members can access advice line services and security alerts, removing those not eligible.

c. General processing of consumer complaints for the NAJ resolve service, escalated as appropriate.

e. General processing of Education enrolment forms, escalated as appropriate.

**3. Flexibility**

To recognise that the Association is a small organisation, and that it is essential that all staff are willing to work flexibly and to undertake, from time to time, such other duties as may reasonably be requested, to provide a quality service to members, suppliers, consumers and colleagues.

Standard of Performance is achieved when:
a. You undertake tasks outside your normal area of responsibility with a positive and productive attitude e.g. help prepare marketing materials, provide cover during staff holidays, answer ringing phones and assist with exhibitions and events

b. You share your knowledge and skills with your colleagues to the benefit of the Association.

**4.** **Health, Safety and Security**

To be responsible for always observing the Association’s guidelines on Health and Safety, and adherence to the Associations IT policies and procedures

Standard of Performance is achieved when:
a. You take your Health and Safety and that of your colleagues seriously and follow the company guidelines at all times.

b. You adhere to the Association’s IT policies and procedures at all times

c. You report safety and security concerns to your line manager or other appropriate person.

**5.** **CRM**

To be responsible for utilising the CRM system, contributing to the ‘Golden Records’ ethos and in adherence with training, policies, and procedures.

Standard of performance is achieved when:
a. Mandatory training is completed and signed off

b. All interactions with members or potential leads are logged in line with procedures

c. Oomi is used in line with all relevant processes and policies implemented

**Person Specification**

**Essential Skills/Experience**

1. Excellent written and spoken English

2. Experience in using Microsoft Office products

3. Experience in using a Customer Relationship Management (CRM) System to manage workload

4. An excellent telephone manner and great communication skills

5. Ability to manage own workload, liaising with others

6. Experience of building and improving administrative processes

7. Ability to carry out research, analyse information and produce clear reports

8. Well organised with project management skills

9. Dilligent approach to work with a particular attention to detail

10. A strong team work ethic

**Desirable Skills/Experience**

11. Experience of working within the jewellery trade

12. Experience of membership administration

**What we have to offer?**

Salary with upper limit of £28k dependant on experience

Office based with flexibility of some home working.

23 days holiday ri

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