National Landlords Association

J O B D E S C R I P T I O N

JOB TITLE:Membership Administrator

JOB HOLDER:

REPORTS TO: Membership Manager

DATE:16/01/18

JOB PURPOSE

Process new membership applications and encourage subscription renewals. He/she will handle all telephone enquiries and action required in a customer service oriented and timely manner. He/she will project and foster the professional image of the NLA at all times as the leading independent national organization for private residential landlords.

JOB ACCOUNTABILITIES

  1. Process member enquiries or queries over the telephone and subscription renewals by phone, post and email.
  2. Ensure Membership records are accurate and kept up-to-date on Stratum database.
  3. Respond to Membership box emails sensitively, professionally and efficiently, and other members’ queries.
  4. Call lapsed members to encourage subscription renewal daily.
  5. Organise subscription renewals and receipt letters each month together with Membership cards.
  6. Monitor new member/renewal web orders and add on appropriate letters and prepare membership card.
  7. Responsible for the setup of all Councils joining NLA or renewing subscription.
  8. Ensure the addresses of returned post are checked and re-logged onto Stratum. Resend literature.
  9. Ensure supply of NLA promotional material for posting to regions.
  10. Ensure and monitor the supply of stationery and NLA material. Alert the team when new membership folders and brochures are required.
  11. Monitor the NLA In-box.
  12. Respond to any answer phone calls received during the same day by the end of the day.
  13. Responsible for printing out the post at the end of the day and organising the necessary Royal Mail paperwork.
  14. Responsible for printing out direct debit receipts and cards weekly following the direct debit run.
  15. Respond to emails sent from the info box that are membership related.
  16. Processing store orders for items dispatched from the NLA Head Office

Work with Accounts Department – if required

  1. Telephone and chase for invoice payments.
  2. Update outstanding revenue spreadsheets regularly and accurately for fortnightly review with the Accounts Manager.
  3. Access Dotmailer system to cross reference email activity and contact appropriately. Keep correspondence for future reference.

ADDITIONAL OFFICE DUTIES – (shared within the Membership team)

  1. Sort post (daily) for collection by departments. Book couriers when required.
  2. Provide refreshment for Board/Executive meetings only.
  3. Point of contact for visitors, office suppliers, office stationery orders, and contractors to NLA.
  4. Monitor levels of catering / crockery supplies and office stationery and order as required.

JOB CONTENT

  1. Take calls from current members and new members, reply to emails and post.Keep a computerised record and input member details on to Stratum. Process annual subscription by taking card payments.
  2. Input, check and maintain accurate Membership records on Stratum.
  3. Reply to Membership box enquiries by email and amend member’s records accordingly and respond to members’ queries by email, letter or telephone.
  4. Telephone lapsed members to advise them of lapsed membership and encourage renewal of membership.
  5. Send out subscription renewals ensuring receipt letters are sent each month and print out membership cards.
  6. Check web orders and make any joining fee adjustments and add on any literature needed
  7. Collate NLA material for NLA Membership Welcome Packs ready for distribution.
  8. Telephone or email Councils regarding subscription renewal and record accurately.
  9. Check and amend invalid addresses on Stratum and repost return literature with correct address.
  10. CollateNLA promotional material to send out to the regions or events when requested.
  11. Check the stock of stationery and NLA material on a regular basis to ensure adequate supply.
  12. Respond to any queries on the NLA In-box speedily and efficiently.
  13. Phone and action all answer phone messages left during the day by the end of the same day.
  14. Print out all post ready for posting. Collate/weigh and bag up post, login to Royal Mail account and prepare paperwork ready for post collection each evening.
  15. Reply to any emails sent from info box is a timely and efficient manner.
  16. Processing online shop orders from the website and ensure that all orders are dispatched within one working day from date order was received.

Work for Accounts Department – if required

  1. Contact event attendees, UKLL advertisers for payment of invoices. Reconcile payments.
  2. Keep clear records of all contact and payments made as well as payments made through UKLL spreadsheets. Send fortnightly email to regarding reconciling payments to relevant departments.
  3. Access dotmailer and cross reference email activity and respond to members with templates provided. Log emails under appropriate folder for accurate record.

ADDITIONAL OFFICE DUTIES (shared within the Membership team)

  1. Distribute post to pigeon holes, invoices received are directed to the appropriate department for authorisation. Book couriers for distribution of NLA information where necessary.
  2. Make tea / coffee, order sandwiches externally for Board / Executive meetings only.
  3. Act as point of contact to visitors to the NLA.
  4. Check supplies of stationery, NLA material, and catering / crockery supplies regularly.

Operating Environment

The post holder works for the Membership Manager who is responsible for the Membership Department who reports to the Director of Operations.

Framework and Boundaries

General company policies and procedures provided by the Company and through the job description for the particular post.

WORKING RELATIONSHIPS

A)Superior – Normal daily contact with the Membership Manager to exchange information and confirm work progress and be advised of future requirements and priorities

B)Subordinates – N/A

C)Contacts:

i)Internal – all staff

ii)External – General public, Members, Regional Representatives, Lapsed members

KNOWLEDGE / EXPERIENCE

Use of Microsoft Office Excel, Word

Outlook, internet

General administration

Numerate

Use initiative, be proactive and professional

ADDITIONAL INFORMATION

The post holder will be proactive and be self-organising (proactive) within the scope of the post, and be constantly aware they are representing the NLA at all times.

Work in a professional and confidential manner and any such information provided by a new member or existing member should be kept confidential at all times.

There is the ability to earn / accrue financial incentives on a 3-month basis through the incentive scheme.

The post holder will be offered regular supervision and support. The position is based in an open plan office.

Signed by post holder:Date:

Line Manager:Date:

Updated Membs Administrator SK.June 2015

Amended May 2010.Amended April 2014/Updated June 2015