JOB PURPOSE

• To undertake tasks to deal with membership subscriptions ensuring strict adherence to the College's Ordinances and By-laws, with the emphasis on processing and reconciliation of the subscription and registration fees in line with the College's complex fee structure, ensuring that fee plans are selected and applied accurately in order to achieve the predicted income.
• To maintain the College's CRM database, running regular queries and audits, verifying and amending data and resolving related issues
• To deal with sometimes complex member enquiries with effective communication and correspondence; liaising with various stakeholders to provide professional, personalised efficient service to members.
• To promote and increase membership of the College by maximising the number of new joiners and member renewals, thereby increasing the College's income.

Responsibilities to include

• Being the first point of contact for the College's UK and International members and providing assistance to non-members in relation to joining or re-joining the College

• Maintaining of the College's database of over 51,000 records, regularly updating it with current information; and assisting the managers with the preparation of the annual renewals of member subscriptions.
• As part of the membership team, dealing with telephone enquiries (approx. 80-100 phone calls per day during peak periods), focusing on financial, renewal and payment enquiries as well as complaints and complex enquiries.
• As part of the membership team, responding to email correspondence from members and resolving issues (approx 2,000 per month during busy periods)

• Promoting membership of the College, its purpose, benefits and services increasing membership recruitment

• Training new members of team and temporary staff with systems and processes; supporting membership administrators, providing guidance and advice

The Membership Administrator's primary responsibilities will be:

• Be responsible for member records:

- Managing the on-line registration process, maintaining accurate post
registration records and direct debit details; undertaking post-registration follow-ups and member mailings to ensure registration completion;
- Co-ordinating correspondence relating to the unpaid registrations, payments, the
packages available for the general enquiries, providing individual package support to trainees taking 'Out of Programme experience' or on maternity leave.

- Registration and post-registration support

- Conducting regular bulk email mailings in line with the College's annual cycle
and schedules of work

- Weekly audits and database queries run to independently manage the follow-up
processes for incomplete registrations, payment and Direct Debit

- Regular liaison with the Specialist Applications Team and Deaneries to provide seamless service

- Maintenance of documents, templates and procedures and training members
on staff

- Assistance with review and testing of online registration and process redesign

• Supporting junior team members in responding to enquiries and with customer training
• Processing new membership application
• Be responsible for membership fee refund processing