Member Engagement Coordinator

4 months ago

Edinburgh, United Kingdom The Chartered Banker Institute Full time

Due to internal growth, we have a great opportunity for a new Member Engagement Coordinator to join our small and friendly team.

The purpose of the role is to engage with our members through each stage of the membership journey, from initial awareness to advocacy of The Institute, developing and enhancing their experience and journey throughout.

**Key remit of Role**:

- To provide a first class service to all members;
- To increase member retention;
- Achieve appropriate SLA’s to include supporting corporate contracts and logging and resolving member concerns;
- Participating in service and process improvement planning alongside learning and development opportunities.

**Duties & Responsibilities**:

- Being proactive and engaging with members throughout the full journey from student to Ambassador;
- Keeping members up to date with campaigns, which in turn supports member retention;
- Processing payments via Sage Pay platform
- Work with colleagues to build lasting relationships with members which positively influences member satisfaction scores;
- Liaising with other colleagues across the Institute to ensure a satisfying resolution to incoming queries;
- Participate in Service Improvement planning and implementation;
- Assisting and co-ordinating members in selecting appropriate routes of study;
- Identifying and logging of member concerns, resolving within remit or escalating when required;
- Liaising with our exam provider to resolve any member issues in relation to exam incidents;
- Registering new members via our CRM and LMS;
- Data input - ensure that members details are recorded accurately on CRM;
- Working with international members and partners;
- Assisting students with queries on the Learning Management System, digital certificates system Accredible;
- Processing membership and qualifcation verification requests;
**Qualifications, Skills & Experience**

**The job holder requires to have**:

- Previous experience working within a Customer Service environment is essential;
- A knowledge or awareness of banking and the wider financial services industry would be beneficial but not essential;
- Relevant and recent experience within a learning and development / educational environment would be advantageous;
- Competent user of Microsoft Office. Experience of MS Project would be ideal, but is not essential.

**Person Specification**
- Strong written and verbal communication skills;
- Working knowledge of Social Media, in particular, LinkedIn and Twitter;
- The ability to build and maintain effective relationships with colleagues, clients and external providers;
- Proactive, with proven ability to work effectively when unsupervised and/or under time constraints;
- Ability to consistently produce a high standard and volume of work within agreed timescales;
- Can prioritise and organise own workflow on a daily basis and can determine when it is appropriate to seek direction;
- Exceptional attention to detail and accuracy;
- Ability to problem solve and troubleshoot;
- Works well in a team yet be confident to work individually when required.

Champions our Core Values by demonstrating:

- **Excellence** - ability to manage a diverse workload and prioritise accordingly. Strong attention to detail and accuracy and consistently produces a high standard and volume of work within agreed timescales.
- **Innovation** - strong ability to problem solve and troubleshoot. Adopts a constructive and positive approach to influence others.
- **Integrity **- Is self-motivated, with proven ability to work effectively under time constraints. Can prioritise and organise own workflow on a daily basis and determine when it is appropriate to seek direction.
- **Collaboration** - excellent communicator with a proven ability to build, maintain and influence effective relationships with colleagues and stakeholders. Competent in responding proactively to direction from colleagues in the immediate and wider teams.

**Benefits**:

- Generous annual leave allowance
- Bonus scheme
- Casual dress
- Company events
- Company pension
- Free flu jabs
- Life insurance
- Private medical insurance
- Referral programme
- Wellness programme
- Work from home

**Location**:

- **Work Location**: Hybrid working model. Home-working but will require some semi-frequent visits to our Edinburgh office.
- **Ability to commute/relocate**:Edinburgh - reliably commute or plan to relocate before starting work (required)
- **Work authorisation**:United Kingdom (required)

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free flu jabs
- Health & wellbeing programme
- Life insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Edinburgh, EH2 2HN: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Loca

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