Membership Coordinator

2 weeks ago


London, United Kingdom RCPCH Full time

**Vacancy**:
**Job title**
- Membership Coordinator**Department**
- Member Services**Close date**
- 07/05/2023**Location**
- London & home based**Vacancy notes**
- All contracts offered on a 6-month probation
- Full time, 35 hours to be worked 5 days a week
- 1 Year FTC

**Job description**:
**Job description**
- The Membership Services Team occupies a pivotal position in the running of the College. It is the first port of call for all members who are requiring assistance or information, and it is also a central point of reference for numerous departments across all Divisions. It is a busy, outward-facing responsive team whose activities and outputs are responsible for delivering well over 33% of all income, and which looks after the records of over 22,000 members worldwide.
- You will provide effective and efficient administration of membership functions as well as providing excellent customer service to members. This role may require some travel across the UK to assist at membership events.**Responsibilities**
- 1. Managing the membership inbox, processing and responding to queries within the team’s agreed service level response time
- 2. Leading the telephone support service, dealing with queries where possible or forwarding to the appropriate team within the College where appropriate
- 3. Triaging complaints and feedback calmly and referring the matters on to the appropriate person- 5. Work with the Membership Operations Manager to process refunds for members where applicable
- 6. Leading the membership and fellowship certificates process:

- Creating certificates for admission at membership ceremonies
- Ensuring the correct dispatch of digital certificates via Care
- Mailing certificates and liaising with couriers
- Working closely with the events team to co-ordinate the membership ceremonies
- 8. Manage membership subscriptions including:

- Processing membership subscription payments and refunds
- Creating and amending payment plans when members update their details or change membership type
- Create invoices and post purchase orders via eProcurement.
- Assisting the Finance Team with payment issues/transactions which have been made via the website.
- Downloading the daily bacs report and ensure action changes/updates to Direct Debits
9. Ensure member data is accurate and stored in line with appropriate data legislation including:

- Managing the distribution list for ADC by providing monthly report to the BMJ, dealing with changes of address and ensuring data is as accurate as possible.
- Entering members and prospective members data accurately on the CRM complying with data protection policy
- Assisting with the user acceptance testing for new database functionality and upgrades related to membership.
- Working closely with the Digital team to ensure the database is able to support the member services functions and processes.
10. General administrative duties including:

- To maintain and order stationary e.g. certificate paper, red certificates seals etc
- To carry out such other duties which may be appropriately delegated by the members services team and which may fall within the sphere of the post. This includes providing cover for other team members on annual leave.
- Attend and contribute to monthly team and divisional meetings and work with others to contribute to the effective functioning of the division
- Assist with projects such as new website and implementation of new membership benefits

**Essential skills**
- Essential
- A-level or equivalent professional knowledge or experience
- Excellent communication skills both written and oral
- Proven experience of processing financial data
- comfortable with numbers and calculations
- Good knowledge of Microsoft office particularly Excel
- Excellent administration skills
- Proven experience of delivering high-quality customer service
- Proven experience of using customer relationship management (CRM) systems to process and maintain and update data
- Experience of dealing with a high volume of work in a cyclical work pattern e.g. membership subscriptions
- Experience of dealing with a high volume of telephone calls
- Ability to follow established procedures and policies
- Excellent attention to detail
- Ability to plan own workload and prioritise a range of tasks.
- Ability to work well under pressure and meet deadlines
- Self-motivation and the ability to work both independently and as part of a team

**Desirable skills**
- Desirable
- Experience of event management support
- Previous experience of working in a member-facing role
- Previous experience in membership engagement

**Educational requirements**
- Essential
- A-level or equivalent professional knowledge or experience

**Employment & compensation**:
**Base salary**
- GBP 28,187.00**Employment status**
- FTC**Employment type**
- Full time**Contractual hours**
- 35.00**Compensation notes**
- Annual leave allowance 25 days plus College closure between Christmas and New Year.
- Employee


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