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Job Description
Job Title: Member Services Administrator
Reports to: Member Services Team Leader – Administration
Permanent
Salary: Grade GL, Salary £25,033.86 per annum (London based) or Grade GN, Salary £21,943.26 (outside London)
Location: London or National (Hybrid/Remote working)
Hunter Merrifield are currently looking for a Membership Services Administrator for the largest membership organisation for GPs in the UK.
The Member Services Administrator role provides the first point of contact to members, potential members and other stakeholders, responding to enquiries and supporting requests via multiple communication channels within KPIs, providing an excellent member experience. The successful Member Services Administrator will take on administrative tasks to ensure the smooth running of the team and systems and support member engagement and retention and promote the purpose, benefits and services of the College to increase membership recruitment and retention.
As such, we are looking for a well-organised candidate with strong administrative experience and excellent communication and interpersonal skills, who has a proven ability to prioritise workloads and work under pressure to tight deadlines.
PRINCIPAL ACCOUNTABILITIES – Membership Services Administrator
Operations
Provide quality customer service, including interacting with customers, answering customer enquiries, effectively handling customer complaints and processing all payment types.
Consistently focuses on call outcomes and their effect on the renewal risk criteria
Act as first point of contact for all enquiries, including Trainee E-portfolio (Livechat, telephone and email) from members and the general public and transfer them to the relevant team or department when required
Monitor and respond to all email enquiries with the TeP, Helpdesk, Login, Member Services, Renewals, Fellowship and Info inboxes
Maintain and update the Help Centre section of the Website
Manage the whole membership certificate process
Ensure the accuracy and integrity of the Salesforce CRM database is maintained through accurate data entry
Administrate membership processes including new member applications, Induction and Refresher (I&R) and Targeted GP Training Programme (TGPTP), member benefits, fellowship, Trainee E-Portfolio and renewals
Using data, produce monthly membership activity reports and other membership related statistics as directed
Support internal and external communications activities
Provide proof of membership status letters for members and non-members
Process Fellowship upgrades after SGM and AGM and create Honorary Fellowship records, dispatching welcome letters on behalf of the Honorary Secretary
Sort and distribute incoming post and organise and send outgoing post
Contribute to the induction, training and development of new team membersCustomer Care
Provide excellent customer relations and communication with members
Ensure all correspondence and telephone queries are dealt with in accordance with agreed service level agreements, and provide reports on performance, as required.
Liaise with staff in other departments and with external contacts
Ensure all complaints are dealt with in accordance with the Complaints policy and procedure
Always aim to not only meet but exceed member expectations via 'first contact resolution'
Act as the internal ambassador for the member. Overseeing and ensuring all aspects of the member journey are approached with the understanding that the members needs /quality of experience of the service is always a priorityPerson Specifications: Membership Administrator
Proven administrative experience
Experience of data entry and manipulation, queries using a CRM (Salesforce database experience desirable)
Experience in a customer facing environment is essential, preferably where customer/member payments were an integral part of the role
Large scale data entry experience
Superb written and verbal communication skills
Solid interpersonal skills and a desire to show initiative
Ability to adapt to changing situations in a calm and professional manner
Good attention to detail and ability to work to a high degree of accuracy
A great team player
Methodical and thorough approach to work
Problem solving skills to resolve member complaints/support enquiries
Strong time-management skills and multitasking ability
Proficient in Microsoft Office, with aptitude to learn new software and systems
Ability to multi-task while working under pressure and to tight deadlines
Knowledge of GDPR
For more information on the Membership Services Administrator role, please apply now or contact Hunter Merrifield
We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout
Salary: £21943 – £25033/annum
Job type: Permanent, Full Time
Category: Charity
City/Town: London
County: London
Country: United Kingdom
Benefits:
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