Membership Coordinator - London, United Kingdom - RCPCH

RCPCH

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Vacancy:

Job title

Job description:

Job description

The Membership Services Team occupies a pivotal position in the running of the College. It is the first port of call for all members who are requiring assistance or information, and it is also a central point of reference for numerous departments across all Divisions. It is a busy, outwardfacing responsive team whose activities and outputs are responsible for delivering well over 33% of all income, and which looks after the records of over 22,000 members worldwide.
You will provide effective and efficient administration of membership functions as well as providing excellent customer service to members. This role may require some travel across the UK to assist at membership events.
Responsibilities
1. Managing the membership inbox, processing and responding to queries within the team's agreed service level response time
2. Leading the telephone support service, dealing with queries where possible or forwarding to the appropriate team within the College where appropriate
3. Triaging complaints and feedback calmly and referring the matters on to the appropriate person 5. Work with the Membership Operations Manager to process refunds for members where applicable
6.

Leading the membership and fellowship certificates process:

Manage membership subscriptions including:

Processing membership subscription payments and refunds
Creating and amending payment plans when members update their details or change membership type
Create invoices and post purchase orders via eProcurement.
Assisting the Finance Team with payment issues/transactions which have been made via the website.
Downloading the daily bacs report and ensure action changes/updates to Direct Debits

Ensure member data is accurate and stored in line with appropriate data legislation including:

Managing the distribution list for ADC by providing monthly report to the BMJ, dealing with changes of address and ensuring data is as accurate as possible.
Entering members and prospective members data accurately on the CRM complying with data protection policy
Assisting with the user acceptance testing for new database functionality and upgrades related to membership.
Working closely with the Digital team to ensure the database is able to support the member services functions and processes.

General administrative duties including:

To maintain and order stationary e.g. certificate paper, red certificates seals etc
To carry out such other duties which may be appropriately delegated by the members services team and which may fall within the sphere of the post. This includes providing cover for other team members on annual leave.
Attend and contribute to monthly team and divisional meetings and work with others to contribute to the effective functioning of the division
Assist with projects such as new website and implementation of new membership benefits

Essential skills

- comfortable with numbers and calculations

Good knowledge of Microsoft office particularly Excel
Excellent administration skills
Proven experience of delivering highquality customer service
Proven experience of using customer relationship management (CRM) systems to process and maintain and update data
Experience of dealing with a high volume of work in a cyclical work pattern e.g. membership subscriptions
Experience of dealing with a high volume of telephone calls
Ability to follow established procedures and policies
Excellent attention to detail
Ability to plan own workload and prioritise a range of tasks.
Ability to work well under pressure and meet deadlines
Selfmotivation and the ability to work both independently and as part of a team

Desirable skills

Educational requirements

Employment & compensation:

Base salary

GBP 28,187.00
Employment status
FTC
Employment type
Full time
Contractual hours
35.00
Compensation notes
Annual leave allowance 25 days plus College closure between Christmas and New Year.
Employee

Quality & Training Projects Coordinator