IDENTIFICATION OF JOB
Job Title / : / Membership and Administration Officer: Education
Team / : / Finance and Resources
Working Base / : / AWT Head Office
Responsible to / : / Finance and Resources Manager
Responsible for / : / n/a
Overall Purpose of Job / : / To provide a professional and efficient membership and administration service for all Trust customers.
Main Responsibilities / : / Each Membership and Administration Officer has joint General Duties and an area of specialism (either Education, Membership Servicesor Finance). This role’s specialism area is Education.
GeneralDuties
- Provide a professional and courteous front-of-house service, including telephone, reception and general enquiries, striving for excellent customer service at all times and referring the enquiry to the appropriate person as required.
- Ensure that reception areas, meeting rooms and public areas are kept tidy and that all publications are kept up to date and well organised.
- Provide general administration support within the Trust as required.
- Deal with incoming and outgoing post in line with procedures and upload the franking machine as necessary.
- Co-ordinate large scale mail shots or requests for information as required by paper or email.
- Attend regular team meetings and make a positive contribution to the delivery of excellent service delivery.
- Provide supporton website, digital and social media updates.
- Process new membership applications on a daily basis, updating the database and send out relevant documentation.
- Ensuring up to date maintenance of existing records e.g. changes of address, deletions, gift aid or bank detail changes. Ensure compliance with Data Protection legislation.
- Update volunteer records and maintain KPI reports.
- Carry out any other duties as required, including cover for Membership services or Finance MAO’s if needed.
- Develop and maintain clear procedures and administration systems for bookings of courses and events.
- Effective and efficient administration of school bookings, including booking tutors and catering and ensuring essential dietary and medical information is passed on to the relevant parties.
- Liaising with Folly Farm and other education venues to oversee accommodation or room bookings and logistics.
- Manage and maintain a booking system for schools, courses and events.
- Be the first point of contact with schools for the booking of day and residential visits, in school sessions and the Wild Schools Film Challenge kit boxes. Deal with all relevant correspondence by letter, email or telephone.
- Be the first point of contact for members and the general public for booking places on courses and events.
- Process payments by card, cash or cheques for schools, courses and event bookings.
- Collate reports as required.
2. JOB SPECIFICATION
Management and Supervision / : / Provide support to continually improve finance and administration processes and services.
Provide support to membership, office and event bank volunteers.
Accountability and Resources / : / Work to agreed budgets and timescales and take 'ownership' of your areas of work.
Job Impact / : / Works internally to support the Finance & Resources Manager, Extended Management Team and Chief Executive, and to develop and maintain good communication and integration with staff including the work of other teams.
Works to achieve excellent customer service, through all methods of communication.
Independence and Judgement / : / Some responsibility and autonomy for a variety of routine and non-routine work activities on a daily basis. Works flexibly and carries out any other duties that may be required.
People and Contacts / : / Liaising regularly with a range of contacts including the public, members and potential members, suppliers, service providers, staff, volunteers and Trustees.
Creativity and Innovation / : / Opportunity for creativity and innovation and a large degree of personal responsibility and autonomy.
Working Conditions / : / Based at AWT Head Office.. Occasional travel to different reserves and sites within Avon. Occasional out of hours support for events.
3. PERSON SPECIFICATION
Job Title / : / Membership and Administration Officer: Education
Team / : / Finance and Resources
Experience /
- Experience of working in a busy office and finance environment. (E)
- Fully competent in all Microsoft Office applications. (E)
- Proven experience of dealing confidently with enquiries both on the telephone or face to face. (E)
- Proven experience of setting up and maintaining administration processes. (E)
- Experience of inputting and maintaining databases. (E)
- Experience of working for a charity. (D)
- Experience of administering event bookings. (D)
- Experience of taking payments. (D)
- Experience of using website CMS. (D)
- Experience of a CRM system, ideally ThankQ (D).
Competence, Knowledge & Skills /
Good standard of numeracy and literacy to GCSE level/NVQ 2 or equivalent (E)
Working knowledge of office health and safety issues. (D)
- Well-developed interpersonal and team working skills. (E)
- Excellent communication skills at all levels both written and verbal. (E)
- Well organised and able to re prioritise work. (E)
- Quality focused so that work is always delivered to a high standard. (E)
- Ability to work on own initiative, meet deadlines and take responsible action. (E)
Personal Qualities /
- Flexible ‘can do’ attitude. (E)
- Well-presented and professional at all times. (E)
- Tact, diplomacy and integrity. (E)
- Understands need for confidentiality and is able to handle callers sensitively. (E)
- Work flexibly to provide cover in the absence of colleagues. (E)
- Be willing to attend occasional events out of normal working hours. (D)
- Positive approach and commitment to providing excellent customer service. (E)
- Commitment to the Trust’s objectives of wildlife conservation and public involvement. (E)
- Interest in wildlife and nature conservation. (D)
- Receptive to the Trust values for probity, openness, transparency and social inclusion.(E)
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