Job Title / Membership Advisor
Reporting to / Membership Team Leader
Purpose of Role / To provide the first source of advice and information to the Chartered Institute’s members and students. To carry out the tasks associated with the effective administration of the Chartered Institute’s membership in accordance with the Chartered Institute’s policies and regulations.
To maintain the student and membership records and to provide a high level of customer service to the Chartered Institute’s students and members.
Key Areas of Responsibility /
- Answering telephone calls and dealing with enquiries or transferring to the appropriate person if necessary.
- Registering new members on Concept database.
- Maintaining membership records.
- Upgrading members
- Procuring and banking all associated fees and subscriptions
- Administrative processes related to CPD activities
- Attend departmental meetings at which the department priorities, CILEx policies and procedures are discussed.
- Assist colleagues in other departments when required.
- Provide switchboard/reception relief cover as and when required.
- Any other reasonable duties as delegated by the Membership Operations Team Leader/Manager.
Customer Service /
- Deliver a high level of customer service in both written and verbal communication
- Deliver customer service in line with Customer Service Standards
Other Areas /
- Undertake training consistent with developing skills relevant to those duties and responsibilities of the role.
- Undertake any other duties of a similar level and responsibility as may be required from time to time.
Person Specification
Qualifications Skills and Knowledge
Essential /
- Educated to Level2/GCSE standard or equivalent English Language and Maths.
- Able to write clear, concise and grammatically correct letters and emails.
- Excellent IT Skills including word, excel and outlook.
- The ability to actively listen to callers and respond promptly and politely.
- Must demonstrate a willingness to operate as a member of a team.
- Able to demonstrate a positive approach to customers and customer care.
- Able to lift and carry boxes.
Desirable /
- NVQ Level 2 or above in Business Administration
- Previous experience of maintaining a database.
- Ability to demonstrate ability to prioritise own workload.
- Previous experience gained in a customer service and/or administration environment.
- Working towards Customer Service NVQ Level 3.
Behaviour Competencies
Positive Disposition / Meets challenges and seeks long-term improvement. Displays a can do attitude.
Analytical / Looks objectively at situations and assesses alternatives before coming up with solutions.
Innovation / Identifies and exploits opportunities.
Able to identify problems or alternative methods of working and puts forward ideas for improvement or cost reduction.
Flexibility / Is open to the benefits of change, embraces new ideas and not inappropriately rigid about their role.
Equality and Diversity Awareness / Able to demonstrate respect and understanding of a range of people irrespective of their race, disability, gender, age, religion, belief or sexual orientation and how they contribute to the success of the organisation.
Self Awareness / Understanding oneself to better understand and relate to others. Awareness of own strengths and weaknesses.
Team working / Co-operates to meet team goals, willing to help others and shares ideas.
Commercial Awareness / Able to think ahead and identify opportunities to generate income, and contribute to the efficiency and well being of the organisation.
03/15 / Signed………………………………….Date…………..