JOB DESCRIPTION. Date Prepared: 30 March 2017 PURPOSE

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1 JOB DESCRIPTION Job Title: Location: Reports To: Event Services Officer London Event Services Manager Date Prepared: 30 March 2017 PURPOSE To provide an end to end delegate management service by processing delegate bookings and providing customer support for the range of conferences and events that the NHS Confederation plans and delivers. The Event Services Officer will be responsible for the delivery of 5-10 events from the national event programme and for the overall delegate management experience and customer support for the range of conferences and events that the NHS Confederation plans and delivers The events team also includes management of Horizon Leeds a state of the art conference and learning centre located in our Leeds office. The post holder will be expected to take an active interest in the commercial development of the venue and support the team with at an operational level. NATURE & SCOPE The NHS Confederation runs an extensive portfolio of national events for its members. You will be part of the team which is responsible for entering and managing delegate bookings on our database as well as dealing with all delegate queries by phone and . The post holder will need to build strong relationships across the organisation, employing effective negotiating and influencing skills to ensure that all relevant parties are engaged the delegate management process for events You will work closely with colleagues in the IT, Events, Partnerships and Finance Teams to deliver most of the conferences and events organised by the NHS Confederation throughout the year. You will be the first point of contact for all incoming events queries and will also offer support on site at all events, providing excellent customer service to delegates. You will become an expert user of the NHS Confederation s Customer Relationship Management (CRM) database Microsoft Dynamics. You will process bookings accurately and efficiently ensuring excellent service provision to our delegates.

2 STRUCTURE CHART To follow ACCOUNTABILITIES Take a lead in maintaining and update the CRM database (Microsoft Dynamics / Evocos); entering and co-ordinating delegate bookings to ensure delegate information/ records are kept up to date and accurate for future events. Creating events on Evocos and configuring the events to allow delegates to book online. Train the event services assistant whose primary responsibility will be to maintain and update the CRM database (Microsoft Dynamics / Evocos); entering and coordinating delegate bookings to ensure delegate information/ records are kept up to date and accurate for future events Confirm bookings, monitoring bookings against target figures, working with the events team to ensure the smooth running of this service. Along with the event services assistant respond to incoming event queries by and telephone, resolving issues in a timely and efficient manner to ensure customer satisfaction. Attend events requiring delegate management to provide an end to end service for delegates, maintaining the organisation s reputation and ensuring customer satisfaction. Support external member registration on the website to ensure best service provided. Assist users to access information that is relevant to their organisation. Actively encourage organisations to get value for money from their event attendance by promoting group bookings, sessions and other networking opportunities. Increase awareness and promote packages for exhibitors and sponsors and liaise with other departments to provide the information requested. Work across the teams to develop accurate reports for events and monitoring bookings against target figures. Plan and project manage 5 10 small conferences ( delegates) using the organisation s project management processes and tools to ensure buy in from internal colleagues and external stakeholders Deliver all allocated events on time achieving the agreed aims and objectives and within the agreed budget Negotiate and liaise with external suppliers and contractors to increase the value for money and to maximise the level of service the organisation receives.

3 Make suggestions to the event services manager on how purchasing power can be harnessed and income streams maximised Take a keen interest in the development of Horizon Leeds and assist the venue team with operational management as required KNOWLEDGE, SKILLS AND EXPERIENCE The job holder is expected to have at least two year s office experience preferably in an events or customer services environment. Liaising with external suppliers and contractors Working in a high pressured environment in a busy team Budget management Project management skills Venue database knowledge Database input and experience as an end user IT literacy and competence in the use of MS Office in order to produce documents of a high quality Accuracy and excellent attention to detail Ability to prioritise conflicting and multiple deadlines Excellent customer service skills Good oral and written communication skills Self motivated and able to act on own initiative within the guidelines set out by the event services manager Keeping abreast of health policy SAFETY Health and Safety at Work Act The jobholder is required to take reasonable care for the safety and health of themselves and others who may be affected by their acts; and to co-ordinate with management in the promotion and maintenance of health and safety measures. SIGNATURES Jobholder Name Signature Date...

4 Manager Name Signature Date... Director Name.. Signature Date.

5 PERSON SPECIFICATION Job Title: Event Services officer ATTRIBUTES ESSENTIAL CRITERIA DESIRABLE CRITERIA DEMONSTRATED BY Experience Delivery of small scale national events (up to 100 delegates) Project/programme management of projects with conflicting deadlines and pressures Liaising with external suppliers and contractors Experience working in a customer services role Experience dealing with customers by telephone and Reporting to line manager Preferably within an events environment Application and Interview Knowledge IT literacy and competence in the use of MS Office in order to produce documents of a high quality Familiarity with web-based booking systems Experience using databases either inputting information or as an end user Good practice in event management and delivery Skills Accuracy and excellent attention to detail Ability to prioritise conflicting and multiple deadlines Excellent customer service skills Good oral and written communication skills across all levels of an organisation Self motivated and able to act on own initiative within the guidelines set out by the event services manager Application and Interview Application and Interview

6 Negotiation and influencing skills