Membership Operations Executive

6 months ago

London, United Kingdom Institute of Directors Full time

Membership Operations Executive

The Institute of Directors is the professional institute for responsible directors and leaders. Our mission is to develop, support and represent skilled, knowledgeable and responsible leaders for the benefit of the economy and society at large.

Our success relies on the knowledge, skill and commitment of our people and volunteers.

**This role is working from home flexible, and will be based out of our London office.**

**The Role**

Reporting into our Membership Operations Manager, this is an exciting opportunity for a proactive and positive team player to join our Membership Operations team and help provide an outstanding service to our members.

As Membership Operations Executive, you will be responsible for providing responsive support to IoD members and colleagues on the technical aspects of IoD membership products. Additionally, you will assist with executing membership fee collection and management processes.

**Key Duties and Responsibilities**

**Member & Customer Support**
- Ensure all members and customers receive a high quality and consistent level of service from the IoD.
- Support commercial and relationship teams with membership processes.

**Member Payments**
- Perform regular collections of membership fees paid by credit card and direct debit.
- Ensure payment details are accurate and current.
- Process membership refunds.
- Support the recovery of outstanding membership fees.

**General Responsibilities**
- Input and maintain up-to-date CRM and database records, undertaking data management and analysis, as and when required.
- Assist the Member Operations Manager and Membership Operations team with ad-hoc tasks and projects, as and when required.

**Knowledge & Skills**
- Excellent customer service skills, with a desire to provide all members with a high-quality experience of the IoD.
- Exceptional verbal and written communication skills, with a professional telephone manner.
- Strong interpersonal skills, able to work collaboratively with colleagues and stakeholders across the IoD.
- Excellent time management and prioritisation skills, able to work independently to deadlines, with great attention to detail.
- Applied and practical knowledge of customer payment processes (e.g. invoicing/receipting), with an understanding of payment regulations and consumer rights being an advantage.
- Advanced Microsoft Office skills (esp. Word and Excel).

**Qualifications & Experience**
- Experience of working within a membership/customer service environment.
- Experience of working with CRM systems/customer management systems, data and databases.
- Experience of working with customer payments (direct debit/credit card) is preferable, but not essential.
- Experience of acting in accordance with the IoD’s key values, Teamwork, Leadership, Agility & Respect.

**Personal Attributes**
- A self-starter with a positive and professional attitude, who is able to build great relationships and has a team-focused approach.
- A confident communicator, able to communicate to a diverse range of stakeholders at all levels.
- A proactive problem-solver, who responds well when under pressure and during periods of change.
- Customer focused, with a passion for delivering a high quality and consistent member experience.
- The IoD does not tolerate discrimination or harassment in any part of its operations, and we are fully committed to promoting equal opportunities in employment. All applicants will be considered for employment without attention to age, sex, race, disability, pregnancy or maternity, marital or civil partnership status, sexual orientation, gender reassignment or religion or belief._

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