Membership Customer Services

4 months ago

Fleet, United Kingdom British Institute of Innkeeping Full time

**Who are we?**

The BII (British Institute of Innkeeping) are a charity and membership organisation that aims to keep pubs thriving in the heart of their communities. We offer a wide range of support and inspiration to over 13,000 members, independently running pubs across the UK.

**KEY RESPONSIBILITIES**

**On Boarding New Members**
- As part of the Membership team; ensure all new members are loaded to the CRM system correctly
- Answer inbound calls from prospective members and covert these into paying memberships

**Retention of current Members**:

- Retention of membership numbers by managing the renewal processes for current members on the CRM system
- Retention of members by providing a first in class membership service and point of contact to our existing members
- Manage the membership inbox and reply to all enquiries as part of the membership team
- Make retention calls to current BII members ensuring this is completed at the set points in their membership, ensuring that they understand and are making the use of the BII benefits and detailing any benefits they have used
- Make outbound calls to members for any aspect of membership retention or data integrity purposes.
- Make outbound calls to members who are in payment arrears with the aim to retain membership

**CRM**
- Ensure the CRM system is kept up to date at all times
- Ensure that there are no errors on the CRM system using the error reports within the system
- Agree new processes and financial transactions with Head of Partnerships and Head of Finance to ensure invoicing and revenue is both correct and prompt.
- Produce CRM reports that will aid the Membership team as well as other BII departments
- Upload Benefits Usage information to the CRM system in a timely manner to ensure all information is up to date for the purposes of retention calls and to assist the Partnerships team.

**General Membership Team**
- Post membership certificates and other materials as and when required
- Other general administrative duties as and when required
- Attend BII events and roadshows where company partners and suppliers are involved with aim of growing and maintaining relationships.
- Any other duties deemed reasonable to assist the Membership and Partnerships team in the smooth running of the department.

**PERSON SPECIFICATION**:

- Customer Services experience in a membership or similar organisation
- Previous experience of direct telephone calls - both inbound and outbound
- Confident, outgoing and able to work as part of a team to achieve one united goal

**Skills, Abilities and Knowledge**:

- Excellent organisational and administrative skills
- Proactive, positive and used to working without daily supervision, self-motivated
- Ability to work to clear KPIs and report against them regularly
- Good telephone manner and face to face customer communication skills
- Innovative; able to recommend business process improvements
- Good with data; able to analyse and report
- A team player; flexible in work attitude and duties
- Good knowledge of Microsoft Office - particularly Excel, Word and Outlook
Good knowledge of CRM systems an advantage

**Salary**: £23,000
Full time: Monday to Friday 9-5
Start date - immediately

Pay: £23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Private medical insurance
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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