Membership Administrator

Our Vision

As a wildlife and countryside research charity, we carry out research that both confirms and discovers knowledge, informs policy, supports the development of best practice advice, and helps conserve biodiversity for the future. We strive to share this work, its findings, and the GWCT expertise behind it with those it will be useful and interesting to. We want to continue and develop this, effectively communicating the fantastic work we do with existing audiences and finding engaging ways to attract others.

Job Purpose

This role plays a central role in the Membership Team, supporting internal administration and processing to ensure that new and renewing members continue to have a positive experience with our charity. A successful candidate is expected to be the first point of contact for members and supporters, and so plays an important customer service role in the team. Key aspects of this role involve writing to new and renewing members, preparing welcome packs, responding to member queries, processing payments, and compiling regular reports for our accounts department.

Over the coming months the membership team will be heavily involved in the implementation of a new CRM, Salesforce. We are seeking an enthusiastic candidate to join the team and provide support through this transition period, maintaining the delivery of our membership service and helping to check membership data has been moved to the new system correctly. This is an exciting time to join the team as we develop simplified processes and improve the customer experience for our members. The successful candidate will need to have strong organisational and interpersonal skills and be familiar with using and updating CRM databases.

Key Accountabilities and Responsibilities

• Monthly Renewal System. Select, mail-merge, and send membership renewal letters, update the database as required, identify Direct Debit Premium Members, and make sure replacement membership cards are sent to members as appropriate.
• Process New Memberships. Enter new member information onto the database, send out welcome letters and packs - including a membership card and additional information for Premium Members.
• Allocate Money. Process and allocate cheque and credit card payments daily for memberships received by post or online.
• Monthly Direct Debit Checks. Check the monthly BACS file ready for collection, process the failures list, and write to members where appropriate. Process BACS indemnity claims and other refunds as necessary.
• Monitor Outstanding Monies. Extract data for any unpaid memberships and contact the member for their payment. Monitor and chase as necessary, marking records as ex-members if required.
• Daily Update of Bank Statements. Check the bank statement and allocate payments on the database, produce reports for the accounts department, update online bank statements, and deal with any receipts from CAF.
• Maintain database. Update the database from daily information received by post, phone, and email, including the processing of returned post.
• Communication. Dealing with all incoming membership related telephone calls and emails to the Membership Inbox with a friendly and effective manner, updating the database as necessary. This will sometimes extend to communication with membership recruiters.
• Supporting Transition to Salesforce. Help testing new processes, validate data, support other users to ensure a smooth transition of membership data.
• Report Membership Trends. Keep the Membership and Shop Manager updated regarding any trends or anticipated issues with membership.
• Undertake additional tasks and/or projects that are relevant to the post as requested by the Membership and Shop Manager, or Director of Membership, Marketing and Communications.

Person Specification

Essential

• Proven administrative and office experience.
• Proven ability to manage and maintain a database.
• Previous experience of processing monies.
• Excellent computer skills, including knowledge of Word and Excel.
• Flexible and discreet professional, with excellent communication skills and a confident telephone manner.
• Ability to report on basic membership statistics on a regular basis.
• Extremely well-organised, methodical, and efficient, with good common sense and initiative.
• Able to work as part of a team and assist others as the need arises.

Preferable

• Experience within a membership charity organisation.
• Interest in the countryside and wildlife.
• Experience working with Salesforce.

How To Apply

Visit our website to find out more about the Trust, the role, and how to apply -

Please note this role is a 12 month fixed-term contract. A cover letter and CV should be written to the Director of Membership, Marketing and Communications. The closing date for applications is 23:59 on Sunday 16th November 2025.

Applications will not be considered if a cover letter and CV are not sent as directed.

Job Types: Full-time, Fixed term contract

Contract length: 12 months

Pay: From £26,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay
• Store discount

Work Location: In person