Role Summary. ⢠Through efficient and effective customer service and administration of all member services, contribute
JOB DESCRIPTION MEMBERSHIP SERVICES COORDINATOR Department:
Head Office
Reports to:
Head Office Manager
Office Location:
Bath
Salary:
£17,000 – £19,000 dependent on experience
Contract Type:
Permanent
Hours:
37 hours/week
Role Summary
Through efficient and effective customer service and administration of all member services, contribute to the success of Pentathlon GB.
Develop membership growth through proactive customer relationship management, dealing with a wide variety of enquiries from existing and potential members, administering memberships and resolving issues with a positive approach.
Contribute to the preparation and delivery of National Competitions.
Contribute to the launch of our new membership packages and the design and migration to a new membership and competitions digital platform.
Key Responsibilities and Main Tasks Customer Service 1.
Effectively manage customer relations with members by: a. b. c. d.
Answering membership and competition queries via phone, e-mail and post. Advising on membership sales for individuals and clubs. Advising on competency certificates. Resolving issues that prevent, delay or that have arisen in processing of membership.
Communication projects 2.
Ensure that all communication that members receive from us is accurate, targeted and relevant by: a. b. c.
Overseeing the electronic membership reminder service, following up on any queries made by the member. Communicating updates in products and services in a timely manner including launching and promoting campaigns on our online shop. Coordinating responses to membership questionnaires and collating responses on a monthly basis.
Competition Support and Delivery 3. To provide administrative and operational support to the National Competitions Manager to help deliver the back office functions that are needed to run a national competition. This will include the following: a) Create the package of pre-competition paperwork to ensure the smooth running of the event. b) Add all competitions to the Pentathlon GB online Competitions Calendar. c) Process all competition entries (will be automated on new digital platform by Q4 2017). d) Take payment for competition entries (as above re: digital platform) e) Check that all entrants have valid competency certificates logged against their membership record. Membership community management 4.
In conjunction with, and reporting to, the Head Office Manager: a.
Launch new Membership Packages including: a. Work with colleagues to agree and deliver the membership benefits b. Add information on the new membership types to the Pentathlon GB website. c. Ensure membership packages are fully integrated into the Events Platform and online shop. d. Create and deliver a launch campaign to members using all channels available to us in conjunction with the Pentathlon GB Media Office.
b.
Continually review membership services procedures and processes and analyse membership data to help inform membership growth and retention strategies Increase retention by communicating with members and ensuring data accuracy. Balance receipts for membership income on a monthly basis. Introduce and communicate to members the direct debit payment system, including advising on benefits and collecting information.
c. d. e.
5.
a) Ensure we maintain accurate records for all types of member by: o o o o
Correctly processing and supporting enquiries membership applications for individuals, coaches and schools/clubs Maintaining member records and competency certificates and avoiding duplications. Processing and recording payments Regular communication with members, clubs and schools to ensure our records are correct.
b) Provide support to the Head Office Manager for stationary ordering, management of petty cash process and other office management jobs as requested. c) Provide reports and insight into product effectiveness of the online shop and recommend improvements.
General Responsibilities 6.
Other responsibilities in addition to those listed above are: a.
Administrative and customer service support for other organisational initiatives. 2 of 3
b. c. d. f. g. h. i.
Understand and maintain a good working knowledge of the competitions and operations of Pentathlon GB. Positively promote Pentathlon GB as the national governing body for Modern Pentathlon at all times. General maintenance of Head Office to ensure the working environment is tidy and clean. Comply with Pentathlon GB’s Employee Handbook. Make suggestions to improve the working environment within their area of work and Pentathlon GB as a whole. Cooperate with measures introduced to ensure there is equality of opportunity in employment and sports equity. Comply with all aspects of Health and Safety Policy.
7. Person Specification Education and Qualifications
A good level of education (minimum GSCE A – C in Maths and English) with a high level of numeracy and literacy IT skills especially related to managing e-commerce platforms.
Knowledge and Experience
Excellent customer service skills including problem solving and complaint handling Able to use Microsoft Office applications in a day to day office environment Experience of working in a customer service environment Knowledge of the sport of Modern Pentathlon and the sporting landscape in Britain Able to work independently, knowing the appropriate times to make decisions or ask for support
Skills and Abilities
Excellent communication skills both internally and externally, verbal and written Highly computer literate Able to multi-task and prioritise in a busy office environment
Other Criteria
Team player Flexible Discrete Positive
This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in light of the changing needs of the organisation. Pentathlon GB is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, religion or belief.
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