JOBDESCRIPTION

JOB TITLE:Membership Services Administrator

ACCOUNTABLE TO:Senior Manager

PLACE OF WORK:Regional Office, Cardiff

GRADE:3

HOURS OF WORK:32 ½ HOURS per week

  1. MAIN RESPONSIBILITY
  • Process all new/rejoin application forms for check off, direct debit and cash paying members and also MPO applications, process online joiners and liaise with administration teams across the Region, particularly NAU.
  • Provide an efficient service to process membership forms efficiently, accurately and speedily.
  • Provide the relevant backup for Line Managers/Senior Officers, Officers and Staff when ensuring membership data is processed accurately and effectively.
  • Ability to prioritise own workload in order to ensure smooth efficient running of the Membership Department.
  1. SPECIFIC TASKS AND DUTIES
  1. Key Tasks
  • Produce monthly reports for senior managers on membership and recruitment
  • Produce workplace lists and reports for FT officers, Branches and Reps
  • Provide regular statistical reports for officers, senior officers and branches
  • Process cancellation of membership requests
  • Produce, on a weekly basis, leaver’s reports including: apparent leavers check-off, DD suspended, legal case leavers and Public Service leavers for validation against equal pay claims
  • Communicate with leavers either through system generated letters, email or telephone
  • Monitor the retention within the Region and report to senior managers on progress
  • Participate in Regional Membership Retention procedures
  • Monitor and report on why members are leaving the Union and disseminate the complaints to officers and senior management
  • Deal with a variety of membership issues via telephone, email and postal correspondence, including amendments to contribution types and changes in grades of contribution.
  • General updates on the membership database from GMB membership, Accident, Sick and Funeral & Motor Drivers’ Fund
  • Deal with issues surrounding non-payment of contributions and when cancellations have been made
  • Assist as and when required with the processing of all new member application forms, web joiners, over-the-phone joiners for check-off, direct debit and cash paying members
  • Set-up workplace/Employer codes and the requesting of setting up of income sources from the NAU
  • Membership data cleansing of workplaces, thus avoiding duplication
  1. National benefits

Receive and process, either through the post or phone, applications for:

  • National accident benefit, funeral benefit, fatal accident, occupational & non-occupational injury, total disablement and convalescence
  • Updating the membership system at all times, and liaising with members and NAU, as and when required
  1. Regional Benefits

Receive and process, either through post, email or phone, applications for:

  • Motor Driver’s Fund, Accident Sick and Funeral Fund
  • Make cheque payments in line with the rules of the funds and document and reconcile both accounts at month end
  1. Membership Cash Ledgers
  • Produce on a quarterly basis and keep these maintained and updated for the Regional Finance Officer in line with the quarter end
  1. Training
  • To assist in the training and dissemination of new IT developments with both employees and departments of the Region through co-ordination of the Regional Finance Officer. Creating and updating training manuals to cover certain aspects of the membership system for Officers and staff
  1. System Development & Communication
  • To assist the Region in developing new IT strategies in reporting and disseminating information flows for the enhanced effectiveness of the Region. To set up system membership queries and standard letters for new initiatives
  1. Flexibility
  • Provide sickness and holiday cover on reception. In addition, to carry out any reasonable delegated tasks that may be requested
  1. ADDITIONAL DUTIES:
  • Help Secretaries/staff in outside offices with problems related to the system and talk them through on the phone or solve queries
  • Scan the documents onto an archive filing system in order that each and every membership application form is linked to the member’s detail on the membership system once it is ready
  • Solvemembers’ queries over the phone
  • Filling up all recruitment profile to tally the figures with system
  • Train new employees on membership system as and when required
  • Send questionnaire to members to seek information on their workplace details etc. and collate and record details
  1. PERSON SPECIFICATION

SKILLS/KNOWLEDGE/EXPERIENCE/QUALIFICATIONS/TRAINING

  • Have excellent and extensive knowledge of the membership system data base
  • Must have advanced keyboard skills, ensuring speed and accuracy
  • Excellent communication skills, both verbal and written
  • Ability to work on own initiative
  • Ability to prioritise own workload
  • Ability to work as part of a team
  • Ability to work under pressure
  • Ability to communicate at every level, i.e. members, branches, officers
  • Ability to be aware of potential problems and instigate methods of problem solving
  • Good organisational skills
  • Ability to keep accurate financial and membership information
  • Must have excellent knowledge of Regional Policies in regard to TUPE transfers, etc.

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