Job Description
JOB TITLE: Membership Advisor
REPORTS TO: Head of Membership & Customer Services
PURPOSE OF POST:
A key part of the team responsible for the membership of the organisation, both individual and club members. On a daily basis you will be liaising with members taking payments over the phone or via the post, updating records and requesting membership packs. With over 34,000 members accuracy when updating records is vital. You will also be responsible for processing club affiliations, updating club records and dealing with club enquiries.
We are looking for someone who is passionate about customer service, enjoys interacting with other people and has a keen eye for detail.
DUTIES AND RESPONSIBILITIES:
● To provide excellent customer service and customer support to both new and existing members via telephone, email and printed communications
● To act as the first point of contact for membership enquiries over telephone and email and ensure customer queries are dealt with within agreed timescales
● To process membership applications over the phone or by postal applications
● Input customer data accurately and in a timely manner
● Contacting lapsed members either by phone or email
● Proactively encouraging new memberships and promoting the benefits of membership
● Attend events and actively engage to promote British Canoeing and generate new members
● Contribute to the development of our database, web sites and membership processes
● Processing club affiliations and sending out club packs.
● Updating club records and dealing with club queries and sending out relevant information.
Key Target Areas
● 90% of enquiries dealt with on the day of enquiry
● Customer satisfaction in excess of 90%
● Membership to increase by 4% per annum
● Membership retention to be a minimum of 80%
MISCELLANEOUS
The post-holder's duties must at all times be carried out in compliance with the BC's Equal Opportunities Policy, and BC Child Protection and Vulnerable Groups Policy.
They must ensure the health and safety of all staff, volunteers, personnel and resources within the post-holder's duties and personal responsibilities are as per the requirements of the Health and Safety at Work Act 1974
To undertake other such duties and responsibilities that the post-holder
may from time to time be directed to perform by British Canoeing.
This post is subject to available funding.
PERSON SPECIFICATION
QUALIFICATIONS & EXPERIENCE - Essential
● Understanding of customer services principles and the ability to apply these to the role
● Knowledge and understanding of administrative processes and procedures
QUALIFICATIONS & EXPERIENCE - Desirable
● Experience of handling confidential and sensitive information appropriately
● Experience of face to face or telephone sales
SKILLS AND ATTRIBUTES - Essential
● Confident IT skills including excellent word processing and confident working with and maintaining databases
● Ability to work towards joint objectives as part of a team while working on own initiative
● A keen attention to detail and commitment to continually improving the quality of service
● Ability to communicate professionally with members, colleagues and external partners in person, by telephone and in writing
● Ability to prioritise and plan own workload to meet targets while dealing a variety of tasks
● Ability to solve problems within area of work/knowledge and work flexibly while applying set procedures
● Flexibility to work pre-planned out of office hours including evenings and weekends as required
SKILLS AND ATTRIBUTES - Desirable
● Ability to think creatively and develop innovative solutions to problems and challenges
● Current and clear UK driving licence and access to vehicle for work
Revised June 2016