London
£22052.00 - £25158.00 per annum
Contract
Job description

TPP are delighted to be working with a Membership organisation who were founded in 1952.

They are looking for a Membership Services Administrator to join their busy team on a 12 month contract.

Do you have Membership or call centre experience? Call handling experience? Are you able to manage a busy workload and juggle tasks?

You would be part of a great team who are fun and very supportive.

The purpose of this role is:
* To work with the member services admin team to meet the demands and needs of the members.
* To take on administrative tasks to ensure the smooth running of the team and systems
* To provide excellent customer service to members, potential members and other stakeholders
* To promote the purpose, benefits and services of the College to increase membership recruitment and retention.

Some of the accountabilities would include:
* Provide quality customer service, including interacting with customers, answering customer enquiries, effectively handling customer complaints and processing all payment types.
* Consistently focuses on call outcomes and their effect on the renewal risk criteria
* Act as first point of contact for all enquiries, including Trainee E-portfolio (Livechat, telephone and email) from members and the general public and transfer them to the relevant team or department when required
* Monitor and respond to all email enquiries with the TeP, Helpdesk, Login, Member Services, Renewals, Fellowship and Info inboxes
* Maintain and update the Help Centre section of the Website
* Manage the whole membership certificate process
* Ensure the accuracy and integrity of the Salesforce CRM database is maintained through accurate data entry
* Using data, produce monthly membership activity reports and other membership related statistics as directed
* Support internal and external communications activities

Customer Care
* Provide excellent customer relations and communication with members
* Ensure all correspondence and telephone queries are dealt with in accordance with agreed service level agreements, and provide reports on performance, as required.
* Liaise with staff in other departments and with external contacts
* Ensure all complaints are dealt with in accordance with the Complaints policy and procedure
* Always aim to not only meet but exceed member expectations via 'first contact resolution'

Education and Experience
* A' level or equivalent standard in written English (work experience will be balanced against level of education)
* Proven administrative experience
* Experience of data entry and manipulation, queries using a CRM (Salesforce database experience desirable)
* Experience in a customer facing environment is essential, preferably where customer/member payments were an integral part of the role
* Large scale data entry experience

Knowledge, Skills and Attributes
* Superb written and verbal communication skills
* Solid interpersonal skills and a desire to show initiative
* Ability to adapt to changing situations in a calm and professional manner
* Good attention to detail and ability to work to a high degree of accuracy
* A great team player
* Methodical and thorough approach to work
* Problem solving skills to resolve member complaints/support enquiries
* Strong time-management skills and multitasking ability
* Proficient in Microsoft Office, with aptitude to learn new software and systems
* Ability to multi-task while working under pressure and to tight deadlines
* Knowledge of GDPR

If you are interested in this exciting opportunity please get in touch ASAP

More about TPP Recruitment
About
TPP Recruitment

PRINCIPLED RECRUITMENT FOR WORK THAT MATTERS

TPP Recruitment is a specialist, highly respected and well-established UK-wide consultan... Read more

Posted on: 28 May 2021
Closed date: 25 June 2021
Job ref: J74904GH
Tags: Admin