Membership Engagement Administrator

Directorate:  Membership, Media and Development

Reports to:  Membership Engagement Manager

Band:

B

1.1  Job purpose

This role provides a world-class customer service experience to the College’s fellows, members,
stakeholders and non-members.

In  addition  to  providing  accurate  and  timely  responses  to  membership  queries,  this  role  is
knowledgeable about the College, the membership categories and their benefits, as well as
the subscription collection process, with potential discounts that are available.

This role ensures the College maintains accurate details of the College’s membership on the
CRM system.

1.2  Key tasks and responsibilities

Membership Management and Engagement

•  Provide  a  world-class  customer  service  experience  to  our  membership  and  other

people who contact us

•  Champion  the  improvement  of  customer  service  and  satisfaction  via  the  effective
handling  and  logging  of  all  enquiries  that  are  received  through  multiple  channels:
phone, multiple inboxes, activities logged on the CRM etc.

•  Have  a  full  understanding  of  the  membership  categories,  the  options  to  change
memberships  and  the  membership  engagement  ‘touch  points’  throughout  the
membership journey

•  Ensure  fellows  and  members  receive  all  benefits  of  membership  to  which  they  are
entitled  to,  such  as  the  monthly  /  bi-monthly  publications  according  to  schedule
deadlines

•  Maintain the CRM to ensure that members’ of the College,  Faculty of Pain Medicine
(FPM)  and  Faculty  of  Intensive  Care  Medicine  (FICM)  are  in  the  correct  subscription
category, and that subscriptions are collected on time

•  Assist  in  the  processing  of  membership  applications  and  training  forms,  as  well  as
membership  upgrades  in  a  timely  manner.  This  includes  checking  that  prospective
members of the College meet the criteria for the membership category they wish to
join  and  that  they  are  sent  appropriate  application  forms  and  upgrading  members
and subscriptions, including new fellows, and ensuring they are appropriately informed
•  Action  the  membership  financial  processes  in  accordance  with  the  Colleges
Subscription Collection Policy, including raising and issuing credit notes and refunds (for
direct debit payments)

•  Ensure direct debit payment plans are maintained accurately across College systems

•

and support members with payment queries
Support the Membership Engagement Manager during renewal cycles by carrying out
data quality assurance checks and responding to enquiries in a timely and accurate
manner

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•  Provide  administrative  support  for  eliciting  member  feedback  and  ideas  on  College
work and activities, which will be used to improve future engagement and strategy.
This includes administration for the Membership Engagement Panel

•  Maintain offline and online content, such as the membership pages on the College’s

website

Relationships

•  Work to eliminate all processes which do not add value and be willing to suggest areas

of improvement regarding membership experience and engagement

•  Work  collaboratively  with  colleagues  to  ensure  individual  and  team  tasks  are

completed efficiently, effectively and in a timely manner

•  Clearly communicate updates / handover of tasks as and when required with other

team members

•  Work  collaboratively  with  colleagues  from  other  teams  on  membership  matters,
ensuring that relevant employees receive, in a timely manner, the correct information
regarding members’ details, as required

•  Work with the team member leading on the membership billing cycles to ensure that

all the work is delivered in a timely manner

•  Provide support as required to the CRM Team, utilising knowledge of using the CRM as
a  super  user  and  the  people  /  communication  skills  this  role  requires  to  great  affect
e.g., training other colleagues on how to use the CRM

•  Build  and  maintain  working  relationships  with  outside  stakeholders  and  suppliers  as

required

Regulation and Information Governance

•  Work in a fully compliant way with the Data Protection Act (2018), equality laws and

financial statute

•  Understand, keep up-to-date and adhere to BACS regulations
•  Cooperate with the College’s external auditors as required

1.3  Qualifications, skills, knowledge and experience

•  Proven  experience  of  working  in  a  similar  function,  such  as  membership,  customer

service role, marketing or within a professional membership organisation

•  Experience  of  data  handling,  including  sensitive  data  and  processing  financial

payments

•  Experience of using a CRM system
•  Experience and knowledge of direct debit/BACs guidance, rules and regulations
•  Proven  administrative  skills  with  excellent  attention  to  detail  and  the  ability  to  work

effectively under pressure

•  Excellent customer service and communication skills, both written and verbal
•  Ability to tailor communication style to suit the audience whilst being non-judgmental

and sensitive to individual differences

•  Ability to work in an environment of change, growth and innovation
•  Ability to identify issues / problems and come up with proposed solutions
•  Understanding of data protection laws
•  Understanding of the principles of engagement and marketing

Signature: ..................................................................................................................................

Name: ........................................................................................................................................

Date: ..........................................................................................................................................

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