Vacancy at Archery GB
Membership Services Officer
Salary
£ 19500 - 21000
Lilleshall, Shropshire
Vacancy listed
15/09/2023
Application deadline
02/10/2023
Details
Job Purpose
To be responsible for redesigning and delivering our standards and processes to provide an excellent member support experience to our members, potential members and stakeholders.
Key Responsibilities
- Deliver Archery GB’s membership service standards and report on exceptions
- Ensuring members’ queries are dealt with effectively and resourcefully to the highest level of membership service
- Ensuring the accuracy of the Archery GB CRM system
- Assisting with the redesign and development of membership services standards and processes to improve effectiveness and efficiency and provide a superior quality experience for our members
- Flexibly supporting the delivery of administration duties in-line with the Membership Services Department
Key Activities
- Provide consistently high-quality customer service to members and prospective members through all forms of communication including: phone, email, letter and on occasion, face-to-face
- Provide well-informed and prompt responses to enquiries on a range of topics, including membership fees, payment queries, policies and processes
- Investigate and resolve (or escalate) membership and payment issues
- Ensure the Archery GB Customer Relationship Management database and individual membership records are maintained in line with GDPR.
- Minimise errors to avoid unnecessary work load
- Proactively provide feedback on common sources of issues/questions and make recommendations on how the member experience can be improved
- Assist in identifying opportunities to enhance and improve membership service standards
- Support and assist with the development and delivery of tools and processes to ensure a quality member experience and firm membership engagement
- Collaborate with the Membership Services Team, Archery GB staff, other departments and external stakeholders to ensure effective management of members’ queries and a good member experience
- Prepare data reports for Archery UK, the half-yearly members’ magazine
- Undertake other reasonable duties and ad hoc projects at the request of the Membership Team Leader
Key Relationships/Interfaces
The Membership Services Officer will work with the Membership Team Leader, the Membership Services Team, Archery GB staff, members and key volunteers, external stakeholders and partners
Key Measures
The success of this role will be measured on:
· Quality of member experience as measured by the Membership Services Standards
· Identification and delivery of membership services improvements
Flexibility Clause
The job holder is required to be flexible in their duties and may be required to undertake other duties and responsibilities as specified by Archery GB
Benefits
26 days holiday
Contributory pension
Membership of Archery GB
Notes
To apply please upload your CV and a covering letter (1 page) describing how your skills and experience equip you to succeed in this role. Please also download and complete our Equal Opps form and either upload with your application or send by email to hilary.mcdonald@archerygb.org
Attached documents
| Title | File |
|---|---|
| MSO Job and Person Spec | Membership_Services_Officer_JD_-_September_2023.docx |
| Equal Opportunities Monitoring Form | Equality-and-diversity-monitoring-form-template.doc |