Post:Membership and Administration Officer

Job description

Details

Post:Membership and Administration Officer

Reports to:Office Manager and Head of Operations and Membership

Revision date:July 2013

Salary: £25,515p.a. Benefits include health insurance and pension.

British Society for Rheumatology

The British Society for Rheumatology is a membership organisation for clinicians in rheumatology including international members. In April 2013 The British Society for Rheumatology integrated with the British Health Professionals in Rheumatology, creating exciting opportunities for supporting a wider membership.

Job summary

The Membership and Administration Officer will provide high quality membership service and support the Office Manager in meeting the needs of the organisation’s office services, administration and facilities management.

In particular the post holder will:

• Maintain digital and paper membership records to a high and consistent standard of accuracy ensuring changes are made in a timely manner
• Assist in the smooth running of the BSR office in all administrative areas
• Assist the Office Manager in facilities management providing a first-class service to BSR staff, tenants and visitors
• Assist at the annual BSR conference including promotion, staff rota and feedback follow up
• Monitor the database, including fault-finding, reporting and follow-up
• Generate reports and develop a technical understanding of data tables, fields and queries
• Lead on the administrative support for BSPAR; maintain membership and support its activities including room bookings and travel arrangements
• Attend meetings for BSR and other organisations when required and take minutes as required (may include overnight stays)

The specific duties of the post-holder:

1. Membership

• Respond in a timely manner to member and other requests and inquiries and be the first point of contact for members
• Processnew membership applications, renewals and reinstatements within stated timelines
• Process incoming payments and refunds in close co-ordination with finance department
• Monitor member satisfaction and reportboth positive and negative feedback and complaints to Head of Operations
• Assist with development, production and evaluation of member products and services, such as affinity offers
• Monitor and review the content and quality of all member-related communications with current and lapsed members (eg letters, newsletters, e-bulletins and brochures)
• Design and implement membership surveys, collect results and report as necessary
• Assistwith the development of the database as a CRM.

1. Officeadministration:

• Assist in the smooth running of the BSR office by answering the telephone, taking messages, opening the door and receiving visitors, distributing post and performing computer back-ups
• Respond to queries and questions, both internal and external to the organisation, concerning the society and its functions
• Ensure that post is distributed in to tenants’ and staff members’ pigeon holes in the morning and then that outgoing post is ready to be collected at 4.30pm
• Be responsible for monitoring the recycling and ensuring it is collected at the relevant times
• Be responsible for ordering, monitoring and stock checking supplies and stationary
• Help the Governance Officer with AGM preparation on a yearly basis
• Monitor BSR, subscriptions inboxes, dealing with diary management and the management of room bookings for BSR and their tenants.

1. Facilities administration

• Respond to tenants, staff, trustees and visitor requirements quickly and efficiently and with the highest customer service standards
• Monitoring all services eg lift, access, security, IT availability
• Liaising with the managing agent, TISL, APT or other relevant supplier in the event of service downtime
• Maintaining stocks of supplies in the Garrod Room
• Dealing with any alarm or security issues in conjunction with the Office Manager
• Ensuring that the comms room is secure and air-conditioning is working
• Maintaining equipment and services in meeting rooms and responding to staff, trustee or tenant requirements in regard to computers, conference calling facilities etc.

Person specification

• One year’sexperience in membership administration, demonstrating ability to accurately maintain member data and deal with members in a timely, courteous manner
• Experience using social media or knowledge of its use in a membership setting.

• Excellent customer service skills
• Ability to communicate well and build effective collaborative partnerships with a diverse range of people
• An effective team player who can effectively collaborate with all staff successfully
• Positive outlook, enthusiasm, self-motivation and high energy
• Strong multi-tasking skills
• Able to perform regular and accurate database record updating
• Proficiency in Excel, Outlook and Word
• Understanding of administrative processes including record keeping and filing
• Excellent communication skills

• Experience in a member organisation, medical college or society
• Familiarity with technology-centric methods of delivering membership services