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DATE ADDED: Wed 06/11/2019

Membership Support Officer, Regions

London, UK

JOB TYPE: Permanent

SALARY: £26000/annum BITC Benefits

Main Responsibilities / Accountabilities

• Opportunity Management - working closely with Relationship Managers to a) understand what questions and challenges members are posing and b) research, compile and respond as appropriate

• Information Requests - undertake and synthesise desk research into external-facing responses to members' questions and challenges; compile member-relevant updates / regional newsletters

• Meeting support - where appropriate, attend member meetings alongside Relationship Managers, providing support in the preparation, follow-up or, e.g. by taking meeting minutes

• Internal link - between membership and other teams across the organisation to provide members access to quality services which serve their needs and interests

• Customer service - build relationships with a number of key member organisations within your team as identified with your line manager; serve as an additional touchpoint when Relationship Manager is out of office and seek to find new ways to engage the company

• CRM System (Salesforce) - Become a highly skilled 'trail blazer' and use this knowledge and application to upskill and support the team with processes and reporting

• Proposals - Work alongside RMs to ensure consistency in member proposals i.e. for renewal or acquisition

• SMT support - As required e.g. project support on events follow-up

• Relationship Manager Support - As required e.g. keeping member information up to date on Salesforce, reporting upon relationship risk, supporting the retention and renewal of annual memberships in a timely manner

• Member insight - Find ways to collate member challenges and interests so that they can be used to inform the design of products and services across the organisation

• Reporting - Alongside two other Support Officers, develop and implement workflows to track customer journey of queries and log member satisfaction / impact of Support Officer involvement

• Attend monthly Regional team meetings in Birmingham and Leeds (primarily) as well as occasional travel to other BITC offices as required.

Responsibility of all roles

• Ensure that health and safety and safeguarding requirements are met in the areas for which the jobholder is responsible

• Ensure that work is delivered in keeping with our vision and values.

The post holder may be required to carry out other duties that are reasonably to be considered as within the scope and purpose of the job and the aptitudes of the job holder.

This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description.

Special working conditions

This role will be supporting a number of Relationship Managers based across the UK; as such, travel to other BITC offices across the country is essential (primarily Leeds, Manchester, Birmingham). The role will require some early starts/late finishes to ensure that we service our Members effectively.

The successful candidate must be eligible to work within the UK
Role: Membership Support Officer, Regions
Job Type: Permanent
Location: Greater London,

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