Membership Co-ordinator - Kenilworth, United Kingdom - British Horse Society

British Horse Society

Verified Company

Kenilworth, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Full Time - 35 hours per week (working hours)

Circa Starting Salary:
£23,000 per annum

Based at our HQ near Stoneleigh, Warwickshire (Agile working arrangements available

The British Horse Society is the nation's largest equine charity with a passion for horses that is backed by knowledge and expertise. The BHS represents and provides a range of services for horse riders, horse owners, enthusiasts and professionals.

Our Home Team within the Society is made up of professionals who bring together a variety of experiences, backgrounds and perspectives. We celebrate the diversity of our people and place a high value on creating an environment where everyone can bring their whole self to work. Many of our Home Team members work flexibly; we believe in giving our employees autonomy to decide where, when and how they work within a set of principles agreed within the team.

Membership income is the main charitable income for the society and ensures that our many charitable activities can be delivered.

We recruit members online, via calls and also at shows and events.

The Membership Coordinator, currently reporting to the Membership Manager, will contribute to the success of the charity by playing a vital role in overseeing the day-to-day delivery of membership services and supporting the day-to-day workload of the membership team.

We are looking for a team player, but equally able to work on your own initiative, you will be actively selling the British Horse Society through listening to customer requirements and presenting appropriate information on the Charity, its services and the benefits of membership.

Key skills needed for this exciting role:

Two years' experience in a membership, customer service or call centre environment
Meticulous attention to detail and accuracy
Experience of running financial processes including BACS, direct debit and bank amends/changes
Strong data management skills including inputting and maintaining member and financial records.
Knowledge of invoicing and using financial platforms to create, process and coordinate payment.
Experience of managing conflicting priorities.
Excellent analytical, decision making and problemsolving abilities.
Influencing or sales skills.
Flexible attitude to work content and hours, driving licence and own transport.
Proactive and enthusiastic.
Ability to prioritise, manage workloads, work under pressure and with tight deadlines.
Excellent customer service attitude.
Strong communication skills both written and verbal.
Experience of using a CRM system or equivalent.
Good team player as well as ability to work independently.

So, you're interested?

Here's some information on the role.

To run reports on a daily, weekly or monthly basis and report on key findings.
To coordinate financial backoffice processes to service a member eg BACs, Gift Aid.
To ensure membership payments issues and refunds are resolved quickly.
To raise departmental invoices, process and distribute.
To monitor and maintain a high level of quality and satisfaction of all member communications.
Track customer complaints and feedback and consider improvements.
To help support the team in giving compliant information about membership benefits including insurance and keeping key documentation including Insurance Q&A up to date.
To ensure all current BHS membership processes are documented and up to date whilst identifying new and alternative ways to improve processes and procedures to benefit the key stakeholders.
To manage robust testing of any software changes and ensure the smooth implementation across team/s.
Manage projects as required, eg launching a new membership product and processes related to change management.
To contribute to membership planning process and identify opportunities to further improve the member experience.
To assist in coordinating the daytoday workload of the membership team from to ensure an effective and quality service.
To support team on daytoday basis when matters need escalation, give 121 training as required and to feed into team training to improve customer service and accuracy.
Act as deputy to the Director of Membership as necessary.
To help achieve a team focused culture who are motivated and inspired to achieve the objectives required.

Key Responsibilities and Accountabilities:

Listening to customer requirements and presenting appropriate information on the Charity, actively selling The British Horse Society through its services and the benefits of membership.
Deal with telephone enquiries; including but not limited to, providing insurance information, updating contact details and answering general membership queries.
Inputting and updating information on membership records with a database. Creating new contact records and adding membership packages as well as maintaining market and customer information working with a high degree of