Member Services Administrator Job Vacancy in London, England, UK

Member Services Administrator
London, London

Member Services Administrator

London

Membership Organisation

£25,033

Merrifield Consultants is delighted to be working with this large membership body to recruit their Member Services Administrator!

The purpose of this role is to work with the Member Services admin team to meet the demands and needs of the members
* To respond to all inbound member queries via telephone and emails, in a timely manner
* To take on administrative tasks to ensure the smooth running of the team and systems
* To provide excellent customer service via phone calls and emails to members, potential members and other stakeholders
* To promote the purpose, benefits and services of the organisation to increase membership recruitment and retention.

PRINCIPAL ACCOUNTABILITIES
Operations
* 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 to the Member Services inboxes
* Maintain and update the FAQ section of the organisations Website

Support the membership certificate process
* Ensure the accuracy and integrity of the Salesforce CRM database is maintained through accurate data entry
* Administrate membership processes including member benefits, fellowship, renewals, payments, verifications and certification
* Use the CRM system to produce monthly.quarteryl reports on specific team process eg death, GMC suspension for management review
* Support internal and external communication activities
* Provide proof of membership status letters for members and non-members
* Process Fellowship upgrades after SGM and AGM and create Honorary Fellowship records, dispatching welcome letters on behalf of the Honorary Secretary
* Sort and distribute incoming post and organise and send outgoing post
* Contribute to the induction, training and development of new team members
* Perform general administration tasks as required within the role

Customer Care
* Provide excellent customer relations and communication with members via telephone and emails
* 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
* Act as the internal ambassador for the member. Overseeing and ensuring all aspects of the member journey are approached with the understanding that the members needs / quality of experience of the service is always a priority
* Act as a role model to everyone at organisation by establishing and/or nurturing a positive peer relationship with the member, in every interaction, always having the organisations Values at the forefront of each conversation

Education and Experience
* A level or equivalent standard in written English (work experience will be balanced against level of education)
* Proven administrative experience
* Proven track record of being able to handle high volumes of calls and email queries simultaneously.
* 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

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.