Membership Coordinator - London, United Kingdom - IPSE

IPSE
IPSE
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

The Membership Co-Ordinator reports directly to the Membership Manager and is part of the Membership Team who report to the Director of Membership.


The role holder will assist the Membership Manager in delivering the Membership Team targets and KPIs in line with IPSE's Strategy.

This role will ensure our members receive first rate customer service and an excellent experience throughout their membership.

IPSE's Membership Team prides itself on a high standard of customer service.

The role holder will ensure that they continue to maintain and uphold this level of service and be seen as an ambassador for IPSE and its values.

They will become knowledgeableabout all aspects of IPSE membership and be able to promote the benefits to both members and non-members in a positive and engaging manner to support retention and customer satisfaction.

The Organisation

IPSE is the only membership organisation exclusively representing the self-employed. This organisation is fundamental for those who work for themselves. It's lobbying work extends to the most senior levels of government and the organisation has achieveda high profile in the media


First line support:

  • Via telephone first line telephone for onboarding new members as well as incoming calls and covering a range of topics relating to their membership. To assist in directing members to other personnel where appropriate.
  • Via CRM to update accurately and to assist in answering all queries that are incoming through the CRM system.
  • Maintain knowledge of IPSE products and services.
  • Maintain high standard of customer service and customer satisfaction.

Member retention:

  • Renewal calls calling lapsed members to renew their membership and promote the benefits of IPSE membership, driving retention to >80% month on month.

Member engagement:

  • Social channels to actively interact with members with via the IPSE social channels (Facebook, Twitter, Instagram, LinkedIn, IPSE Community)
  • To support the Marketing team with adhoc requests for comments/ feedback to posts.

Systems and processes:

  • To maintain and update the CRM e.g., membership records.
  • To alert IT of any website/ CRM issues.
  • Assist with regular reviews of website, suggest improvements to member functionality and UX.

Additional duties:

  • To assist with and attend events/ webinars when required.
  • Liaise with and provide support to other teams/ departments on joint projects when required.
  • Any other adhoc administrative tasks as directed by manager.
Experience working for a membership organisation, customer service organisation or similar is desirable but not essential. Experience of verbal customer liaison via telephone is essential and experience/ knowledge of CRM systems would be beneficial.

Working from 9am-5pm five days a week.

We work remotely 4 days a week and 1 day from our office in central London.

Salary is up to £26k dependent on experience.
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