Engagement Advisor. Grade 2. AAT is a registered charity. No

Transcription

1 ngagement Advisor Grade 2 AAT is a registered charity. No

2 Job description Job title: ngagement Advisor Division: Membership Journey Team Date: March 2014 Reporting to: ngagement Coordinator (Branches and Members) Main contacts: Internal: all AAT divisions. xternal: student, affiliate, full and fellow members, members in practice, employers, branch committees, event speakers and venue contacts. AAT Magazine contacts, Council members and other external agencies as appropriate. Major objectives To contribute to the achievement of AAT s business plan objectives and the efficiency and effectiveness of the organisation by: contributing to the ngagement team objectives of achieving an increase in the retention and progression throughout the membership journey and supporting nonmembership engagement opportunities supporting the ngagement Coordinators and Managers in the effective delivery of our engagement strategy providing support to the ngagement coordinators and managers in liaising with vents and Communications teams to deliver appropriate support and benefits packages to all stages throughout the membership journey and supporting nonmembership engagement opportunities assisting in monitoring and identifying trends that will inform future development and deployment of relevant services to all stages throughout the membership journey and supporting non-membership engagement opportunities. Responsibilities Assist with the accurate and timely input of web and CRM information relating to the work of the team including database administration, correspondence and logging delegates questionnaires and feedback from branch events. Assist in the management of branch administration including the coordination of the branch programme of events in consultation with the ngagement Coordinator (Branches and Members). Support the ngagement function managers and coordinators in effectively managing the relationships with external providers of AAT membership benefits and services, ensuring the appropriate approval, management and delivery of contractual obligations. Respond to and act on correspondence, s and telephone enquiries relating to the work of the team professionally and promptly providing clear and useful advice and guidance. Work closely with the vents team to coordinate the return of online and offline event attendance lists on a regular basis, and log attendance on the database.

3 Create and maintain accurate information about on and offline engagement activities on CRM and the website. Assist with the analysis of feedback from engagement activities identifying and reporting relevant trends as appropriate. Work with the ngagement Coordinators to identify areas of work, which can be streamlined and developed to ensure the objectives of the team are achieved. Assist the implementation and development of on-line services and events including e- communications. Provide administrative support across all functions of the ngagement team. Assist in market research and member profiling activities to support the development of appropriate services. Recognise and refer sensitive issues arising from internal or external stakeholders regarding any contact or correspondence to the ngagement Coordinator (Branches and Members) and/or the Membership ngagement Manager as appropriate. nsure the effective testing of all developments and improvement on the database and online systems relating to the membership communication processes, reporting any issues, diagnosing and problem solving as appropriate. Seek out and maintain a level of relevant, up to date knowledge about the membership journey and provide contingency support in other areas of the Membership Journey Team as and when required. Customer centricity Develop friendly, positive and supportive relationships with external and internal customers, and to provide them with excellent service. Actively to learn from customer feedback, comments and suggestions, including complaints, to review and improve existing processes, and by doing so to anticipate other customers needs. To communicate this knowledge to relevant colleagues. Meet and exceed teams customer service standards. Understand situations from the customers perspective so that appropriate and relevant solutions can be identified. Corporate social responsibility Apply the principles of the CSR policy in your daily role, particularly reduce-reuse-recycle. Adhere to AAT s responsible business practices, such as high standards of governance, raising employment standards for employees and forming trade and community partnerships with appropriate organisations. General Carry out any other duties as may reasonably be requested by the line manager. Work in such a way as to minimise the risks to the information technology environment safely, securely and confidently. Have regard for your own actions and those of others in the interests of safety. Contribute to the tidiness of the office. This job description does not form part of your contract of employment.

4 Person specification Area Description ssential or desirable Knowledge Microsoft packages Word, PowerPoint and xcel. Use of via Outlook. Use of internet. Skills xcellent verbal skills. xcellent listening skills. xcellent written communication skills. xcellent organisation skills. High attention to detail. Aptitude xcellent administration skills. Customer centricity. Ability to organise with attention to detail. Ability to work on own initiative and as part of a team. Ability to meet deadlines. Ability to pass on clear information to others. Ability to take ownership and responsibility. Ability to initiate and develop new ideas. Ability to collect feedback. xperience Customer services experience. Administration experience. Use of data bases. Use of Microsoft packages - Word, PowerPoint and xcel. ducation A Level or equivalent. D Personal qualities Can do attitude, upbeat and positive. Interpersonal skills. Proactive. Commitment and dedication. Ability to take ownership and responsibility. Confidentiality in dealing with the work. Organised. Punctual and reliable. Flexible. Sound judgment. Professional approach to work and to dealing with customers. Team player. D D

5 Summary terms and conditions Salary: Working hours: Annual leave: Flexi time: Life assurance: PHI: Other: Location: Notes: up to 24,000 per annum (depending on skills and experience). 35 hours per week. 25 days and statutory bank holidays plus two discretionary days for Christmas (office shuts between Christmas and New Year). we operate a flexible working system four times annual salary. income protection is offered subject to terms of the policy. company sick pay scheme season ticket loan after completion of probationary period enhanced maternity, paternity and dependency leave provisions subsidised social events. 140 Aldersgate St, London, C1A 4HY this post will be subject to background checks. A full statement of the main terms and conditions of employment will be supplied with any formal offer of employment. The above information may be helpful to applicants as a guide but should not be treated as a substitute for a full contract. Our vision To put AAT at the heart of every business. Our overall aim To make AAT essential for people, businesses and organisations. To achieve our overall aim, we will: grow expanding our core membership by increasing recognition, creating demand, and maintaining a strong and valued relationship with members innovate embrace the possibilities of change and development to be ahead of the game diversify attracting people beyond our core membership, with new AAT products and services stay financially secure managing our resources efficiently and effectively and investing wisely to continue to develop and progress. In pursuing these actions we will remain a customer driven organisation which adds value by understanding and exceeding our customers and stakeholders expectations and needs. We are committed to the highest standards of quality delivered by a focused and motivated team, strengthening AAT s reputation and brand, within a framework of best practice in corporate governance. AAT has made a commitment to operate in a sustainable way with respect for the environment and to exceed the legal minimum requirements for corporate social responsibility. How to apply To apply for this hot opportunity please send a CV and covering letter to jobs@aat.org.uk Closing date: 23 May :00 HR contact details t: (answerphone) e: jobs@aat.org.uk w: aat.org.uk/careers