Membership Operations Executive

Reporting into our Member Services Lead, 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 provide responsive support to IoD members and colleagues on the technical aspects of IoD membership products. Additionally, you will be responsible for executing membership fee collection and management processes.
This role can be based out of our London office, or remotely across the UK & NI.
**Membership Operations Executive Responsibilities**:
Member & customer support
- Ensure all members and customers receive a high quality and consistent level of service from the IoD.
- Support regional teams with membership processes.
Member payments
- Perform daily collections of membership fees paid by credit card.
- Perform monthly direct debit collections.
- Ensure direct debit instructions are accurate and current.
- Process membership refunds.
General responsibilities
- Input and maintain up-to-date CRM and databases records, undertaking data management and analysis, as and when required.
- Assist the Member Services Lead and Membership Operations team, with ad-hoc tasks and projects, as and when required.
**Membership Operations Executive Requirements**:

- You will be a self-starter with a professional attitude, who is able to build great relationships and has a team-focused approach.
- You will be a confident communicator, able to communicate to a diverse range of stakeholders at all levels.
- You will be a proactive problem-solver, who responds well when under pressure and during periods of change.
- You will be customer focused, with a passion for delivering a high quality member experience.
Knowledge & skills
- 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.
**About Us**:
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.
**Location**: London or remote across the UK & NI
**Contract Type**: Permanent
**Hours**: Full Time, 35 per week
**Salary**: £23,000 to £26,000 per annum plus competitive benefits
You may have experience of the following: Membership Operations Executive, Administrative Assistant, Customer Operations Executive, Administrator, Operations Executive, Office Assistant, Admin Assistant, Administration, Office Administrator, Secretary, MembershipAdministrator, Receptionist, PA, Personal Assistant, Word, Excel, Outlook, etc.
Ref: 135 802