Job Description - Chartered Institute of Credit Management

Apr 27, 2017 - Summary: This key role will focus on engaging with members to recruit, retain, inform and educate. You will be required to deliver a high level of customer service, demonstrate a positive and responsive attitude to calls from and to members with a tenacious approach to follow-up activity. The position reports.
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Job Description Job Title:

Member Engagement Co-ordinator

Term:

Full time – Monday to Friday

Responsible to:

Head of Member Engagement

Job Purpose:

To ensure the Institute connects with its members in a way that builds relationships, delivers value and loyalty, and drives increased membership and revenue.

Summary:

This key role will focus on engaging with members to recruit, retain, inform and educate. You will be required to deliver a high level of customer service, demonstrate a positive and responsive attitude to calls from and to members with a tenacious approach to follow-up activity. The position reports to the Head of Member Engagement.

Responsibilities: • Execute campaign telephone communication with current and potential members •

Act as a first point of contact for all inbound telephone enquiries



Efficiently and effectively process or refer telephone enquiries to experts



Accurately record the output of all member and potential member calls



Deliver agreed targets and objectives in line with desired outcomes



Process and refer enquiries made through the website



Accurately validate, update and cleanse member records during engagement



Proactively follow-up outstanding membership applications to point of approval



Engage in a programme of retention activity



Proactively promote Continuing Professional Development Programme (CPD)



Identify and develop new areas of member engagement linked to personas and strategic goals



Develop, cultivate and maintain effective working relationships with key stakeholders

• Develop and maintain efficient and responsive customer-focused links with members and potential members of the Institute, with clients and with other business contacts GENERAL (1) (2) (3)

Act as an ambassador for the Institute and take every opportunity to enhance its professional reputation and expertise. Contribute to and help maintain a high working morale within the Institute’s headquarters. Adopt a flexible approach to the work of headquarters as a whole and assist in covering needs that may arise elsewhere.

CICM offers: Competitive salary Life Assurance Scheme 25 days paid holiday Employee Gift Days Excellent working environment Pension Plan Health care Free fruit Free parking Working with a dynamic and committed team Terms: Monday to Friday 09:00-17:00 To apply: Please send your cv with a covering letter and salary requirement to Head of Human Resources at [email protected] Closing date for applications: midnight 14 May 2017 Chartered Institute of Credit Management (CICM), The Water Mill, Station Road, South Luffenham LE15 8NB [email protected] - 01780 722912 - www.cicm.com