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Membership Administrator

4 months ago

Sutton, United Kingdom Institute of Hospitality Full time

The Institute of Hospitality (IoH) is the world’s leading professional body for hospitality professionals. Our purpose is to promote professionalism through lifelong learning. We inspire hospitality professionals to perform at their very best and earn therecognition they deserve. Our 14,000+-strong membership includes students, apprentices and hospitality management professionals across the world.

**KEYTASKS AND RESPONSIBILITIES**
- Maintaining the membership database and sensitively handling all member data.
- Processing changes to member contact details and payment methods.
- Updating all membership records including reinstatements, upgrades, lapsings and resignations.
- Producing monthly cash figures and reconciling with cash book figures.
- Producing monthly reports to timetabled deadline as required for the Finance team.
- Working closely with the Head of Membership on membership renewals processing including the annual campaign, issuing invoices and receipts, sending monthly renewal invitations for recent joiners, and the quarterly BACS payment collection.
- Assisting members with technical support enquiries relating to the website to access our resources.
- Maintaining 'Institute of Hospitality Magazine’ subscribers including issuing reminders and supplying data.
- Responsible for handling all incoming calls to the office switchboard and re-directing calls as required.
- Making outgoing calls to members as and when required, including for the collection of payments.
- Managing the office post - incoming and outgoing. This includes drop off at post box and visits to the post office as and when required for special deliveries and recorded international post.
- Any other administrative tasks as and when required by the Head of Membership and Membership & Regional Officer.

**SKILLS AND KNOWLEDGE**

**Essential**:

- Experience of working in a similar administrative and customer facing role.
- Excellent written and verbal communication skills.
- Excellent standard of numeracy.
- Proficiency in Microsoft office, especially Outlook, Excel and Word.
- Experience of working with databases/CRM systems and an understanding of GDPR.
- Experience of processing payments and keeping financial records.
- Ability to manage incoming and outgoing mail and deliveries.
- Evidence of sound administrative skills. Show us that you have experience of working with information and following processes in an accurate and careful manner.
- Comfortable with using the internet and social media for research purposes when tracking 'lost’ members.
- Ability and willingness to work collaboratively across all areas of the Institute.

**Desirable**:

- Experience of Go Cardless direct debit payment collection.
- Experience of working in a membership based organisation.
- An interest in the hospitality, leisure and tourism industries.

**PERSONAL QUALITIES**
- Excellent customer service skills.
- Highly organised with excellent attention to detail across all tasks.
- Highly motivated with an outgoing and positive attitude.
- Able to remain calm and professional in any personal interaction and able to spot potentially difficult situations and alert colleagues accordingly.
- Able to manage multiple tasks to differing daily and weekly deadlines.
- Confident in making outgoing calls to members.
- Adaptable, resourceful, resilient and with a can-do attitude.
- Ability to work independently as well as part of a larger team.
- Understanding and commitment to equal opportunities both for members of the Institute and in the workplace.

**EQUAL OPPORTUNITIES STATEMENT