Membership Advisor (Retention)

Transcription

1 Membership Advisor (Retention) Grade 2 AAT is a registered charity. No

2 Job description Job title: Membership Advisor (Retention) ivision: Membership Journey Team ate: January 2015 Reporting to: Team Leader (Retention) Main contacts: Internal: all AAT divisions, as appropriate. xternal: student, affiliate, full and fellow members, Council members, external suppliers, training providers and employers. Major objectives To contribute to the achievement of AAT s business plan objectives and the efficiency and effectiveness of the organisation by: ensuring that the Retention function delivers effectively against AAT s Business plan objectives and value chain targets, by following the team plan and individual objectives that lead to an increase in engagement levels, progression and retention amongst all stakeholders ensuring the efficiency and effectiveness of the role that the Retention function plays as part of the Membership Journey Team (MJT). undertaking priority tasks which have been provided by the Team Leader (Retention) within agreed service levels providing an excellent service to both internal and external customers and communicating effectively and courteously. Responsibilities Support Contribute to the achievement of the Journey team s objectives and targets, and in particular, those in place for the retention of all AAT members. Process payments from all stakeholders in an efficient and timely manner and within agreed service level targets. Process irect ebit instructions within agreed deadlines and ensure the quality of the information stored to aid the successful collection of fees. Process applications for financial assistance, life membership, reinstatements efficiently and effectively and within agreed service level targets. Make outbound calls and take inbound calls to members that are yet to renew or lapsed to encourage renewal and communicate the insight and any emerging trends gathered across the Journey team and wider organisation in order to help inform future business decisions and communications. Assist with the generation of all retention related communications and to have a full understanding of the membership journey and the benefits at each level in order to ensure that the communications influence key decision making moments.

3 Identify areas of work that can be streamlined and developed to ensure the objectives of the Journey team are achieved. Seek out and maintain a level of relevant, up to date knowledge about AAT s membership journey and provide contingency support in other areas of the Journey team when required. Assist the Journey team leaders in training and supervising temporary staff and those new to AAT as and when required. Assist in cross training and being trained in work across the Journey Team Contribute to the provision of an excellent service to internal and external customers by ensuring the prompt, efficient and accurate handling of all enquiries. ata quality Contribute to the provision of an excellent service to members by ensuring the prompt, efficient and accurate processing of all enquiries, applications and data entry, to continue the culture of right first time. Capture accurate data and make necessary amendments to the database accurately and securely in line with the ata Protection policies and within agreed service level targets. Communication Achieve excellent and consistent customer satisfaction results in respect of all enquiries relating to the work of the Journey team. ffectively respond to second resolution calls associated with the retention processes escalated from the Contact Centre. Assist with the development and implementation of promotional campaigns delivered in conjunction with the Brand Communications team. Information technology Keep under review the IT functionality and proactively communicate ideas for development and further streamlining of processes and procedures. Help with the testing all developments and improvement on the database and online systems relating to the Retention function. Work with ICT and the Web team to ensure the retention functions are clearly and appropriately represented. Customer centricity evelop 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.

4 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.

5 Person specification Area escription ssential or desirable Knowledge Use of Microsoft packages including Word, PowerPoint, xcel. Use of via Outlook. Use of internet. Use of Microsoft CRM ynamics. Skills Good verbal and written communication. Good listening skills. Good organisational skills. xperience Call centre experience. Administration experience. xperience of using databases. xperience of Microsoft packages including Word, PowerPoint, xcel. Aptitude Customer centricity strong customer focus both internal and external. 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. ducation A Level or equivalent. Personal qualities Can do attitude, upbeat and positive approach. Proactive. Commitment and dedication. Organised. Punctual and reliable. Flexible. Professional approach to work and dealing with customers.

6 Summary terms and conditions Salary: Working hours: Annual leave: Flexi time: Life assurance: Pension: PHI: Other: Location: Notes: up to 22,500 per annum (depending on 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. AAT comply with its obligations and duties under auto-enrolment legislation in accordance with the Pensions Act The current qualifying arrangement for auto-enrolment purposes is AAT's Group Personal Pension Scheme. If you chose to increase your contribution AAT will contribute up to a maximum of 10.15%. Further details would be given on joining the organisation. 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. How to apply To apply for this hot opportunity please send a CV and covering letter to jobs@aat.org.uk Closing date: 19 January :00 HR contact details t: (answerphone) e: jobs@aat.org.uk w: aat.org.uk/careers