To support the Engagement team activity, deliver a high level of customer service, demonstrate a ... Process and refer e
Job Description Job Title:
Special Membership Co-ordinator and Engagement Assistant
Term:
Full time – Monday to Friday
Responsible to:
Head of Member Engagement (AM) and Head of Member Administration (PM)
Job Purpose:
To co-ordinate the administration service to special membership groups, customers and colleagues that delivers value, loyalty and drives increased member revenue.
MAIN RESPONSIBILITIES Engagement Assistant (usually Monday to Friday 09:00-12:30): To support the Engagement team activity, deliver a high level of customer service, demonstrate a positive and responsive attitude to calls from and to members with a tenacious approach to followup activity. • • • • • • • •
Assist with all inbound telephone enquiries Efficiently and effectively record and refer telephone enquiries Support campaign telephone communication with current and potential members Accurately record the output of all member and potential member calls Process and refer enquiries made through the website Accurately validate, update and cleanse member records during engagement Provide efficient administrative support to branch activity Deliver agreed targets and objectives in line with desired outcomes
Special Membership Co-ordinator (usually Monday to Friday 13:30-17:00): To coordinate the administration service for special membership groups (including Corporate Members, Learning Partners, Apprentices, Branches) to agreed SLAs: • • • • • • • •
Process new member and upgrade applications Answer queries about progressing membership Provide data for monitoring and reporting: daily, weekly, monthly, quarterly and yearly to contract owners Administer CPD submissions Complete updates to contracted members: additional members, changes, deletions Develop and send membership packs and regular communication to build and strengthen the membership relationship Actively contact members to progress membership or move to individual membership if contract has ended Be the first point of contact for special membership enquiries in person, by telephone, email and post
Co-ordinate membership projects and regular/one-off campaigns: • •
Develop and implement new administration processes and materials for special offers and campaigns Monitor and report on special offer and campaign activity
Carry out tasks associated to membership projects, such as organising feedback focus groups, developing feedback questionnaires, researching other Institutes Monitor and report on membership project progress, reporting any potential risks to Head of Member Administration
• •
To provide administrative cover as needed within the team (peak times, annual leave etc) within agreed current processes and SLAs: General membership application process (applications, upgrades, reporting, queries, sending packs etc) Support to internal and external customers as needed within the team (post, parcel force, Amazon, stationery order etc)
• • GENERAL (1)
Act as an ambassador for the Institute and take every opportunity to enhance its professional reputation and expertise.
(2)
Contribute to and help maintain a high working morale within the Institute’s headquarters.
(3)
Adopt a flexible approach to the work of headquarters as a whole and assist in covering needs that may arise elsewhere.
(4)
Provide administrative support to membership business as usual and special campaigns and projects.
(5)
Continuously look for ways to improve customer service or/and business efficiency, feeding back to the Head of Member Administration and Head of Member Engagement.
(6)
To be aware of all areas of the Institute’s current business and promote to the membership at every opportunity.
CICM offers: Competitive salary Life Assurance Scheme 25 days paid holiday Employee Gift Days Excellent working environment Pension Plan Health care package 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 Tracy Carter, Head of Human Resources at
[email protected] Closing date for applications: midnight 18 June 2017 Chartered Institute of Credit Management (CICM), The Water Mill, Station Road, South Luffenham LE15 8NB
[email protected] - 01780 722912 - www.cicm.com
