Membership Administrator - London, United Kingdom - Hunter Merrifield

Hunter Merrifield

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Merrifield Consultants are delighted to be working with a large
Medical Membership body to recruit a Member Services Data Administrator.

This is a great opportunity to work within an established Membership Service team.

The Medical Membership Organisation keeps its staff team motivated and inspired by valuing and rewarding the contribution they make, and by supporting everyone to develop to their fullest potential.

They offer a wide range of benefits for working with them and invest in people's learning and development.

Job Title:
Member Services Data Administrator
Full Time, 35 hours per week
Permanent
Salary £25,033.86 per annum

Location:
Central London - Hybrid Working

Closing Date:
Wednesday 15 March 2023

PRINCIPAL ACCOUNTABILITIES

Operations

Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling member queries.
Understand and process member complaints as per The College complaint process.
Consistently focuses on call outcomes and their effect on the renewal risk criteria.
Support the membership certificate process.
Use the CRM system to produce monthly, quarterly reports on above team process for management review.
Support internal and external communication activities.
Provide proof of membership status letters for members and nonmembers
Perform general admin tasks as required within the role, including processing payments and refunds.
Contribute to the induction, training and development of new team members.
Perform general administration tasks as required within the role

Data:

Use the CRM system to produce monthly, quarterly reports on above team process for management review.
Ensure the accuracy and integrity of the Salesforce CRM database is maintained through accurate data entry.
Run data cleansing reports provided by the Member Data and Insights Manager
Log tickets for IT Salesforce team to update records as needed.
Responsible for failed payment process; running reports and contacting members, update CRM and monitor progress to feedback any issues
Monitor expiring cards used for nonannual subscription payments and contact members to get updated payment details.
Support the Member Data and Insights Manager with monthly statistics/reporting.

Customer Care/service

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 to resolve member queries.
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 priority.

For more information on the Membership Administrator role, please contact Akash Mahmud at Merrifield Consultants.