Membership Coordinator

• Ref:2698
• Date Published:2012-09-11
• Consultant:Oliver Woolnough
• Type:Contract
• Category:Public Sector
• Location:City
• Salary:£32,000

A very well established and well thought of Professional Membership body is recruiting for a Membership Coordinator to join the team in London

£32,000

Contract: End of June 2013

First point of resolution for all membership journey related enquiries including: registered student members (after the point of initial registration or pending registration)
Being a tangible benefit for members, providing them with advice and guidance on any further steps
Developing and maintaining excellent communications with other teams and divisions to ensure a coordinated approach to all activities 
Undertaking the day to day operational functions relating to the Contact Centre policies and procedures within agreed Service Level Targets; providing an excellent service to both internal and external customers, communicating effectively and courteously and providing information and advice on matters relating to the work of the team
Contribute to the achievement of the objectives and targets, and in particular, those in place for the Contact Centre. 
Identify areas of work that can be streamlined and developed to ensure the objectives of the team are achieved, alongside the manager
Identify, in consultation with the Manager, team projects which will further develop and review the Contact Centre policies, procedures and communication to ensure they continue to meet business objectives. 
Work collaboratively with the other coordinators/team leaders within the team to ensure that the operational aspects of the team run smoothly and that the workload is shared appropriately amongst the wider team throughout the year. 
Assist the Contact Centre Manager with support and guidance of all Team Advisors within the Contact Centre and assist with the recruitment and training of staff in the team (especially on new technological developments where specific re-training is required).
Ensure that the team has and maintains a level of relevant, up to date knowledge about the services and benefits available at all membership levels, to gain insight from across the team and to provide contingency support in other areas of the CRM team as and when required. 
Deputise or cover for the Team Manager/s as and when required. 
Assist the Team Manager in the preparation of team budget. 
Posses a strategic awareness of the membership journey and key decision moments. 
Work closely with the other team leaders on the analysis of phone/e-mail/correspondence statistics and use to inform communication plans, business decisions, project development, day to day cover and forward planning. 
Investigate, propose and implement improvements to phone and e-mail management that will lead to improved customer service.