Bloomsbury, Greater London

£23,000 - £25,000 per year

Permanent, Full-time

Job Description

Job purpose

As the Membership Officer, you will be responsible for delivering high quality customer service for the Chartered College of Teaching’s members. You will be part of a small and committed team that aims to deliver highly effective sales, marketing, engagement and retention strategies. Day-to-day, you will be the primary point of contact for our current and potential members and you will play a key role in managing and reporting membership data.

Responsibilities:

  • Providing excellent customer service and being the first point of contact for potential and existing members by managing our membership inbox and telephone line

  • Managing all queries and cases to ensure that they are responded to professionally and within 5 working days

  • Pursuing opportunities for membership and supporting the membership team to secure sales on the telephone and email

  • Ensuring that member data is accurate and regularly importing and manipulating data sets in excel

  • Presenting, formatting and analysing data in a variety of ways to report to senior colleagues and stakeholders

  • Inputting data into the College’s Salesforce CRM system and ensuring colleagues in the organisation are doing so consistently. Being our ‘go to’ person for all sales and member data

  • Developing and updating our existing user guides documenting key CRM processes

  • Liaising with the College’s membership card service provider accurately and in a timely data manner to ensure that member welcome packs and cards are received swiftly

  • Supporting our Fellowship admissions process by working with the Head of Membership to assign applications for review in line with our quality assurance policy and using our marketing software, Dotdigital to admit Fellows

  • Gather and manipulate member data to support our annual elections as well as liaising with our elections provider

  • Arranging and participating in meetings, including the fortnightly office meeting, and other activities as required

  • Attending and participating in CPD learning activities and training to maintain and develop your knowledge and skills

  • Performing other activities as and when required in order to support the wider team achieve our membership targets

Skills and Experience required

Knowledge, Qualifications and Experience:

  • Educated to degree level, or equivalent work experience that demonstrates equivalent ability to analyse information and data

  • Experience of delivering high quality customer service in an external facing role where you understand the importance of future and current customers

  • Experience of Salesforce or other CRM systems

  • Intermediate/advanced skills in MS Excel, with the ability to execute formulas and analyse large amounts of data

  • Knowledge of GDPR and how it relates to the storage, retention and use of personal data

Skills/Characteristics

  • Exceptional customer service skills

  • Strong attention to detail

  • Excellent interpersonal skills

  • Excellent written and oral communication skills, with impeccable phone manner

  • Highly effective organisational skills, with ability to manage a varied workload

  • Calm and resilient, with ability to work well under pressure

  • Adopts a professional and responsible approach

  • Sound analytical skills, with the ability to work with large volumes of data

Timetable

Applications invited by 08:00 on Monday 20th May

First round interviews: Wednesday 29th May

Second round interviews: Thursday 6th June

These dates may be subject to change.

We encourage you to apply promptly as we will be reviewing applications as they are received and may complete the process earlier than expected if an excellent candidate is identified at an early stage.

Your Personal Data

As part of any recruitment process, the Chartered College of Teaching collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Pre-employment checks

All conditional offers of employment are subject to:

  • Two satisfactory references

  • Proof of qualifications

  • Eligibility to work in the UK

About the Chartered College of Teaching

The aim of the Chartered College of Teaching is to improve the quality of education for children and young people. We support teachers, champion great teaching and raise the status of the profession so that teachers are working in the most effective, informed way to provide the best possible education for children and young people now, and in the future.

The Chartered College of Teaching’s benefits

The Chartered College of Teaching offers several core benefits to all employees, in recognition of the dedication of our employees:

  • Pension: The Chartered College offers a competitive 8.5% employer contribution to the NEST pension scheme.

  • Annual leave: The Chartered College of Teaching offers a generous holiday allowance of 28 days (pro-rated for part-time staff) in addition to the normal bank and public holidays.

  • Flexible working: Flexible working may include but is not limited to: working from home, flexible working hours (e.g. hours different to the 9am-5pm standard contract hours), compressed hours and part-time working.

  • Travel: The Chartered College of Teaching offers an interest free loan for a season ticket.

  • Cycle to work scheme: The Chartered College of Teaching provides a tax efficient way to purchase a bicycle.

  • Training and Development:  The Chartered College of Teaching encourages all employees to engage in professional development to support development needs.