Membership Services Specialist, £35.6K, Hybrid: 1-2 days in C.London, rest of week Remote
Permanent
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Department: Membership
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Reporting To: Subscriptions Manager
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Salary: £35.6K PA
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Location: C.London/ Remote
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Hours: 36.25 hours per week
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Holiday: 23 + 2 Nominated days per year
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Date of Advertisement: 27/08/2024
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Closing Date: 10/9/2024
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Interview Dates: TBC
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The Organisation
The Institution of Civil Engineers are a based in Westminster, focused on delivering excellence within the engineering and built environment sectors. Our commitment to supporting our members through every stage of their professional journey is paramount. Our Membership Services team plays a vital role in ensuring that our members receive exceptional support, from processing payments to resolving inquiries efficiently
The Role
As a Membership Services Specialist, you will be an integral part of our Membership Services team, supporting our members and staff with various queries, processing payments and maintaining accurate records on our membership database. You will also provide cover for the Membership Services Manager and handle more complex payment processes when needed. This role is hybrid, with 1 to 2 days in the office and the remaining time working remotely.
Duties and Responsibilities
- Respond to member enquiries promptly and accurately, maintaining high levels of customer satisfaction.
- Process membership payments, subscriptions and amendments, ensuring data integrity on our membership database.
- Handle cheque payments, direct debits, refunds and payment reallocations, maintaining precise records.
- Work closely with various ICE teams to support payment processes and membership services. Provide training and support to Membership Service Advisors.
- Assist with technical payment processes such as direct debit batches, reconciliations and manual recalculations.
- Identify trends, emerging issues and opportunities for process improvements, making recommendations to enhance efficiency.
What we are looking for
- Proficiency in Microsoft Office (Outlook, Word, Excel) is essential. Experience with databases is highly desirable.
- At least three years of background in a customer-focused environment, ideally within institutions, memberships, or related sectors.
- Strong attention to detail, with the ability to analyse data and provide accurate reports.
- Excellent written and oral communication skills, with the ability to handle queries effectively.
- A proactive team player who can work autonomously and support colleagues, taking initiative and managing priorities effectively.
- Capable of analysing problems, identifying solutions and contributing to continuous improvement efforts.
ICE Group benefits include
- Hybrid working
- 25 days annual leave plus bank holidays
- Shutdown over Christmas period
- Annual £100 allowance towards your wellbeing
- Up to eight per cent of salary contributed to a personal pension scheme
- 24-hour employee support line
- Death in service benefit equivalent to one year’s salary
- Interest free season ticket loan
- Cycle to work scheme
- Big Gym membership savings with the GymFlex scheme
Send your CV to buildyourfuture@ice.org.uk
ICE Group is an equal opportunities employer and welcomes applications from all sections of the community.
General Data Protection Regulations (GDPR) 2018
The data collected via this application process will only be used by the ICE Group for the purpose of recruitment and for the performance of an employment contract if a job offer is made. This data will not be disclosed to any external sources without express consent unless required to do so by law. Unsuccessful applicants’ data, both electronic and paper will be deleted/shredded six months from date of application. The ICE Group’s Data Protection Officer is Shah Ali, who can be contacted at shah.ali@ice.org.uk. Applicants have the right to complain to the ICO at http://ico.org.uk/ if they have a concern with the way ICE are handling their data.
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