THE ROYAL BRITISH LEGION JOB DESCRIPTION
JOB TITLE: Membership Services Administrator – Women’s Section
REPORTING TO: Membership Policy and Administration Manager
RESPONSIBLE FOR: No line management responsibility
ROLE PURPOSE: Provide comprehensive administrative support to the members of the Women’s section in line with Legion policies and procedures and Data Protection legislation. Deal with any queries from members, branches and staff in relation to membership data processing.
KEY RESPONSIBILITIES:
Query handling Deal with e-mails, calls and postal queries from members. Open, sort and prioritise the post and emails and prepare timely draft correspondence as appropriate. Redirect as necessary to ensure action is taken on urgent items, whilst ensuring that the original recipient is advised of the primary action taken. Act as the initial escalation point for queries coming from branches, counties and external service providers Open, prioritise and action any calls assigned to Women’s Section on RightNow. Re-direct as necessary. Deal with new joiner queries including membership paper applications and online joiners, working closely with Membership Services
System use Register any changes to branch status, e.g. openings, closures, amalgamations, etc. Take responsibility for amendments to member contact details within the membership database. Transfer members between branches. Update WS formations financial information. Update the details of members who have been awarded Life membership and other awards and ensure that correct cards are despatched and the correct rate is charged. Sample check Gift Aid declarations to ensure they are correct and linked to the right member in the membership database.
Reports, templates and data extractions Draft templates for renewal notifications by e-mail and letter. Provide feedback on drafts for new forms. Provide membership reports as required. Assist in data cleansing and preparing for migration
This job description reflects the current requirements of the role. As duties and responsibilities change and develop, this will be reviewed and will be subject to amendment in consultation with the post-holder.
GENERAL:
To implement the Equal Opportunities policy into your daily activities wherever possible. Membership Services Administrator March 2015 Page 1 To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work act (1974) and relevant EC directives, including reporting any health and safety hazard immediately you become aware of it.
To work in accordance with the Data Protection Act (1998) and to ensure all new systems are reported to the Data Protection Officer.
Membership Services Administrator March 2015 Page 2 PERSON SPECIFICATION Membership Services Administrator
ESSENTIAL / HOW TO BE CRITERIA DESIRABLE MEASURED QUALIFICATIONS Good standard of literacy and numeracy E Application KNOWLEDGE & EXPERIENCE Proficient in Microsoft Office package E Application/Interview Proven administrative experience E Application/Interview Database experience E Application/Interview Experience of working in a customer facing E Application/Interview role Experience of applying the provisions of the D Application/Interview Data Protection Act Experience of Sharepoint or similar D Application/Interview collaborative working software Experience of working in the charity sector D Application/Interview COMPETENCIES Effective communication (level 1) E Application/Interview Customer Service (level 1) E Application/Interview Analytical problem solving E Application/Interview (level 1) Planning and organising (level 1) E Application/Interview Teamwork (level 1) E Application/Interview SKILLS & ATTRIBUTES Ability to work under pressure maintaining a E Interview strong eye for detail Ability to work with diverse groups E Interview Providing accurate and concise analysis to E Interview routine problems Empathy with mission, objectives and E Interview values of TRBL
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