Job Title: Membership Administrator Reports To: Membership Manager Salary: £24,000 - £26,000 per annum (FTE) depending on experience Contract: Permanent. We are open to discussing part-time or full-time hours. Hours: A full working week is 35 hours and we offer flexibility with hours. Benefits: Flexible working, generous annual leave, 8.5% employer pension contribution, Paycare, individual and team professional development/learning budget. A full list of our benefits can be found . Based: The role is office based with some hybrid working. We have a central London office which you will need to attend frequently and on a regular basis for postal support and some meetings. Start date: 4th March 2024, subject to any notice period. Deadline: 23rd February 2024. A task and competency based interview will take place w/c 26th February. Application: Full details can be found in the application pack (https://chartered.college/join-the-team/). Please apply by uploading your CV and cover letter. The Chartered College is a charity and the professional body for teachers. We are working to empower a knowledgeable and respected teaching profession through membership and accreditation. We are a growing and multi-skilled team of 30 people, supported by a Board with a significant track record of experience in a range of fields. Our business plan focuses on growing membership and Chartered Status and providing meaningful professional learning opportunities for the teaching profession. This role will support us to deliver an excellent service to our members. The Membership Administrator will provide excellent customer service for existing and potential new members, often as the first respondent to all College enquiries. In addition, the Membership Administrator will take on responsibility for specific grades of membership and develop proactive plans for member recruitment, upgrade and retention. Reasons why this role could be great for you: - You will have autonomy for delivering excellent customer service to our members and offer them a seamless experience, providing timely communications and responses to queries and phone calls - You enjoy interacting with people via email and collaborating with colleagues across the organisation in supporting the recruitment and retention of our members - You will be helping to grow the professional membership organisation for the teaching profession and be part of the team driving the organisation forward at an exciting time for the future of the College. Main area of work Most of your time will be spent providing excellent customer service as one of the first points of contact for potential and existing members, by managing our inbox and telephone line. You will also: - manage a set queries and cases to ensure that members and contacts are responded to professionally and within agreed service level agreements - ensure that contacts and communications are compliant with relevant data protection and security standards - liaise with our membership certificate service provider accurately and in a timely manner to ensure that member welcome packs are accurate and received swiftly. You will spend some of your time developing our membership operations and: - support the accuracy and reporting of member data; regularly importing and manipulating data sets such as Group memberships, joiners and leavers - input data into the College’s CRM system (Salesforce) and member platform and ensure colleagues are doing so consistently - support Fellowship admissions by providing advice to potential Fellows, and ensure a seamless review process for Fellows in line with our quality assurance process - ensure Members and Fellows have a seamless welcome and onboarding experience - support individual membership renewals - arrange and participate in meetings and other activities as required, with regular - attendance in the office to deal with post and distributing marketing materials - attend and participate in CPD learning activities and training to maintain and develop your knowledge and skills - perform other activities as and when required to support the wider team to achieve our membership targets. With the Membership Manager, Relationship Manager and Head of Partnerships, you will: - support group membership renewal processes - implement activities for the activation of group membership sales - proactively identify ways in which the group operational processes can be improved from a customer perspective - liaise regularly with the Finance Team for invoicing, payments, refunds and credit control. You do not need to have expertise in absolutely all areas, let us decide! We are committed to creating a diverse and inclusive environment and encourage you to apply. We’re looking for someone that is motivated by our vision and is passionate about providing great customer service. Systems you would be using include Google Drive, Salesforce, Xero finance and SLACK. Essential experience and skills: Excellent written and oral communication skills Experience of delivering high quality customer service in an external facing role Customer focused, you’ll understand how important our future and current members are Experience of Salesforce or other CRM systems Intermediate/advanced skills in MS Excel, with the ability to execute formulas and analyse large amounts of data Knowledge of GDPR and how it relates to the storage, retention and use of personal data Experience of data validation and verification Highly effective organisational skills, with ability to manage a varied workload Calm and resilient, with the ability to work well under pressure and whilst multitasking Strong attention to detail Excellent interpersonal skills Able to plan ahead and prioritise tasks Adopts a professional and responsible approach Proactive and willing to learn to support the wider aims of the organisation