THE PENSIONS MANAGEMENT INSTITUTE

Job Title: / Membership and Study SupportAdministrator
Reporting to: / Head of Professional Standards
Role: / Initially basedon a twelvemonths contract, the person appointed will provide administrative support around database and member service related issues, which will include assisting in the data cleansing exercise, dealing with enquiries, administering the study support programme, sourcing examination venues and general support to the membership department and Head of Professional Standards.
Job Purpose: / To work with the Head of Professional Standards and Membership Services Development Officer to ensure that essential support facilities around the CRM database, membership mailbox, annual subscriptions, study module provision, examination venues and certificate printing are delivered on time.
Person specification: / Essential
  • Ability to work effectively with colleagues at all levels in an office environment
  • Ability to work to meet the varied needs of internal or external customers
  • Experience of office administration such as data entry, filing systems and letter-writing
  • Experience of face to face customer service
  • Excellent record keeping and controls
  • Excellent time management and punctuality
  • Excellent communication skills at all levels (internal and external)
  • Experience of working in a “hands on” role
  • Good numeracy and literacy for a business environment
  • Good level of IT skills (Outlook, Word, Excel and basic use of databases)
Desirable
  • Experience of a membership organisation/professional body an advantage
  • Working with Committees an advantage
  • Experience of minute taking an advantage
Personal Attributes
  • Professional attitude and presentation
  • Honesty and integrity
  • Commitment to providing excellent customer service
  • Empathy
  • Discretion, diplomacy and tact
  • Proactive approach
  • Decisive, adaptable, and demonstrating the flexibility to take on a variety of roles
  • Ability to work either within a team or alone
  • Ability to work within tight deadlines
  • Demonstrates a commitment to personal development
  • Good problem-solving skills and precise attention to detail
  • Ability to self-organise and prioritise workload in a busy environment

Key relationships /
  • Head of Professional Standards
  • Membership Development Services Officer
  • Head of Qualifications
  • Qualifications department staff
  • PMI Members
  • External contacts (eg venues, invigilators)

Key responsibilities and accountabilities

1.Administrative support for maintaining and updating PMI CRM database

  • Assisting with the data cleanse exercise including
  • Sending initial notice to members to get them to check their records
  • Working through updates required for creating new relationship records (employer/member etc)
  • Checking updated records as they come back
  • Contacting those members who do not respond/require clarification around changes
  • Reporting work issues to Membership Services Development Officer

2.Administrative support for Membership department (general)

  • Managing the membership mailbox and responding to all queries in a timely manner
  • Dealing with member enquiries in a cheerful and efficient fashion
  • Delivering excellent customer service to all other PMI affiliates and stakeholders in person, over the phone and by email
  • Accurately and efficiently processing a range of applications submitted to membership department

3.Administrative support for PMI Membership Committee (and any associated sub committee) meetings

  • Assisting Membership Services Development Officer in preparing and issuing meeting papers (agenda, minutes)
  • Support on the day – getting the room ready, A/V requirements (if necessary), refreshments, clearing up

4.Manage all administrative activities connected with the Secretary to Trustees learning programme – particularly:

  • Ensure associated web page are up-to-date
  • Respond to all TrustSec enquiries from members/non-members by telephone/email etc
  • Act as the first/main point of contact between Mayer Brown, Nelson Croom and PMI
  • Liaise with Mayer Brown directly to set up regular update meetings
  • Set up internal meetings at PMI for regular updates – to discuss sales figures/ongoing marketing strategy etc
  • Market TrustSec – ie creating text for email alerts/PMI News
  • Attend Trustee/Secretary to Trustee seminars to promote TrustSec

5.Administration of the study support material (including the online distance learning programme) for all PMI qualifications offering this resource– particularly:

  • Working with Head of Professional Standards, study support partners, authors, checkers and other technical support in co-ordinating of the updating process
  • Attend and arrange meetings as required
  • Implementing a timetable for the development and updating of all material
  • Collect and input all updates within the specified timeline
  • Ensure all assignments and inputs are checked before requesting to go live
  • Administer the distance learning programme and liaise with authors, checkers, tutors, students and technical support as necessary
  • Monitoring the performance of the distance learning programme
  • Promptly liaise with study support partners, authors and checkers, volunteers and technical support as and when required
  • Promptly, in accordance with PMI customer service timescales, act on any feedback received from users
  • Ensure all information, guidelines, instructions and forms connected with ordering and using on-line learning material is maintained and correct.
  • Pay honorarium payments to authors
  • Ensure all documentation, filing and internal processes are correct and up-to-date

6.Venue administration

  • Working with the qualifications department to identify locations where venues will be required for examinations
  • Sourcing suitable venues – liaising with the qualifications department to ensure their requirements are met for examinations purposes and in line with the Equality Act. Liaising with venue staff to secure a booking and a fee – ensuring the payment process is completed in line with PMI processes
  • Working with the qualifications department to identify and source invigilators where needed, booking invigilators and paying for their services in line with PMI processes
  • Liaising with qualifications department regarding despatch of examination papers and permits and other examination material as and when required.

November 2014 1