JOB DESCRIPTION
Job Title / Membership Advisor
Reports to / Business Manager
Line Management Responsibilities / N/A
Employed by / SkillsActive Registers
Main Purpose of Role / To support and administer customer registrations across all registers affiliated with SkillsActive.
To provide exceptional service to both new and current customers.
To act as the first point of contact for all enquiries.
To actively sell/promote services/products offered by SkillsActive.
Responsibilities:
Customer Service
  • Provide exceptional service and customer support to both existing and new customers via Telephone, Online & E-mail communication.
  • Provide technical support to new and existing customers.
  • Ensure customer queries are dealt with in line with our customer promise and timescales/response times
Ensure customers receive a positive customer journey with SkillsActive Registers.
Registration:
  • .
  • Process both online, telephone & paper registrations.
  • Ensure you are competent in the joining process across all registers- Online applications, New Registration, Corporate Registration, Renewal, H/E Application, Yoga Application
  • Ensure you keep up to date with the products offered by SkillsActive and that you are competent with the entry structure across SkillsActive Registers.
  • Maintain an excellent knowledge of SkillsActive Registers registration policy and CPD requirements across all registers.
  • Ensure all members remain compliant upon joining and throughout their membership. Process payments for registration, providing appropriate receipts and logging financial information internally in line with the FSA and FCA guidelines.
  • Ensure that individuals have the required level of insurance cover and promote the benefit of Insurance offered by SkillsActive
  • Input customerdata efficiently and accurately and in a timely manner, working within relevant data protectionguidelines
  • Ensure members who are purchasing insurance are informed of the terms and conditions as supplied by the provider.
Sales
  • Promote the benefits of joining a professional register to new customers.
  • Upsell the benefits of purchasing SkillsActive secondary products.
  • Generate new sales leads as required.
  • Promote and sell products/services to new and existing customers
  • Attend events and actively engage with potential clients in order to generate business opportunities.
  • Initiate outbound calls to potential & existing customers.
Performance
  • Achieve monthly productivity goals & Key Performance Indicators (KPIs) as set out in your weekly 1-1s.
  • Ensure you work in line with the consumer cycle
  • Work in line with the SkillsActive Business Plan.
  • Conflict Resolution/Management. Ensure clients complaints are handled professionally and efficiently before escalating to a senior member of the team.
  • Familiarise yourself with and ensure you use the call script supplied by SkillsActive.
Administration
  • Ensure data is inputted correctly into salesforce in line with data protection legislation Administer incoming post in a timely manner (Response time chart)
  • Ensure receipts and other financial information are stored securely (Data Protection Policy)Ensure membership profiles are kept up to date
Relationships (communication):
  • Show respect to all members of the team and ensure you are kept up to date with team progress
  • Develop and maintain professional working relations with personnel across all departments within SkillsActive
  • As a first point of contact for our customers it is essential that you act in a polite, professional manner at all times and in the best interest of SkillsActive.
  • Ensure all digital communication is presented professionally, factually correct, grammatically correct and representative of SkillsActive.
Self Development:
  • Continuously review your performance and highlight areas of improvement.
  • Raise development opportunities with your line manager
  • Attend and input into Staff Training & Team Meetings.
  • Understand the products offered by SkillsActive Registers

PERSON SPECIFICATION
Job Title / Membership Advisor
Reports to / Business Manager
Qualifications
  1. Desirable - Diploma level business skills or administration
  2. Desirable- Customer Service NVQ or equivalent experience

Experience
  1. Desirable - Experience of working with online systems, (CRM/Salesforce)
  2. Experience of working within the one or more of the sectors affiliated with SkillsActive
  3. Experience of working in administration, both on and offline
  4. Experience delivering customer service

Knowledge
  • Knowledge of the sectors affiliated with SkillsActive
    i) Health & Fitness
    ii) Aquatic
    iii) Playwork
    iv) Children’s Activity
    v) Beauty, Spa & Nails
    vi) Outdoors
    vii) Professional Sports
  1. Knowledge of issues relating to individuals within the Sectors affiliated with SkillsActive
  2. Knowledge of CRM systems (Salesforce)
  3. Knowledge of the qualifications structure in the UK
  4. Knowledge of SkillsActive Registers registration criteria
  5. Knowledge of Compliance policy and criteria across all registers.

Skills/Aptitude
  1. Excellent attention to detail
  2. IT literate, comfortable and confident working with online systems and databases.
  3. Customer focused with a positive and proactive approach to delivering exceptional service to our clients.
  4. Strong and flexible team player, able to work independently and with others
  5. Ability to work to tight deadlines and targets.
  6. Excellent communication/interpersonal skills. Both written and verbal with the ability to relay accurate information across a variety of communication systems.
  7. Exceptional organisational skills.
  8. Strong analytical and problems solving skills
  9. Professional appearance and manner

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