Membership Officer

Who we’re looking for:

We are looking for an effective, organised and proactive Membership Officer to help support our members and provide outstanding customer service. You’ll provide membership information and advice on a wide range of topics, including how to join us, our membership grades and how to make the most of your membership. You will also play a key part in assisting with payments and renewals, as well as ensuring that membership data is up to date, accurate and compliant with data protection legislation.

Who we are:

The Energy Institute (EI) is the chartered professional membership body for people who work across the world of energy. Our purpose is creating a better energy future for our members and society by accelerating a just global energy transition to net zero. We do this by

• attracting, developing and equipping the diverse future energy workforce;
• informing energy decision-making through convening expertise and advice;
• and enabling industry and consumers to make energy lower carbon, safer and more efficient.

What you’ll do:

This role is part of our friendly, London-based Professional Affairs team. We manage everything to do with membership and professional development support for members, from students through to fellows. We aim to help members progress and keep learning throughout their careers.

Main responsibilities will include:

1. To provide information and advice to members and prospective members on EI membership, benefits and processes, ensuring that customers and contacts receive a positive, professional and timely response to their queries, using a variety of channels.
2. To assist with administering and supporting the membership lifecycle, including welcoming new joiners, assisting with renewals and reminders, supporting the Direct Debit and Gift Aid processes, and processing lapsing and resignations.
3. To process membership payments, ensuring that financial transactions are appropriately recorded in our CRM and financial systems, in accordance with agreed procedures.
4. To undertake regular audits of membership data and data cleansing activities to ensure that it is accurate, consistently structured, and compliant with the requirements of GDPR, and the needs of the team in strategies to support member retention and growth.
5. To identify opportunities for improvements in area of operation, to make the most of our resources, and take advantage of opportunities for automation and service improvements and streamlining.
6. To assist in the development and implementation of membership retention strategies, and campaigns to encourage lapsed members to re-join and contribute to strategies to support member growth.
7. To contribute to the creation and development of material and communications in respect of renewals, retention and member value.
8. To undertake and report on research in areas such as member satisfaction, reasons for leaving and competitors.
9. To assist departments across the EI as required in developing their knowledge of membership grades, routes and processes.
10. To represent the EI at events, exhibitions and conferences where members might be recruited.
11. To provide administrative support to the Membership Manager and undertake any other duties as may be required, commensurate with the level of the post.

The knowledge, experience and attributes you’ll need:

Skills and experience

• Experience of using a CRM systems or equivalent
• Experience of working in a membership organisation or similar customer focused environment
• Understanding of the principles of GDPR
• Ability to undertake research on a number of subjects and produce reports
• Ability to analyse data and produce reports
• Ability to follow processes end to end
• Thorough working knowledge of Microsoft Office (particularly Outlook, Word, Excel, and PowerPoint)

Qualifications

• Educated to A Level or equivalent qualification or experience

Attributes

• Ability to understand the needs of customers
• Self-motivated, able to prioritise work to meet tight deadlines
• Absolute attention to detail
• Excellent telephone manner and able to communicate and sell effectively to a range of audiences
• Excellent written communication skills
• Excellent organisation and time management skills
• Ability to work on your own initiative or as part of a team
• Willingness to learn new skills

Salary: £25,000 - £27,000 per annum, dependent on experience

Benefits:

• Training and professional development opportunities
• Compressed working scheme – extended daily hours in return for every other Friday off
• All-company/team socials
• 25 days holiday plus bank holidays
• Cycle to Work Scheme
• Season Ticket Loan
• Great office culture

To apply, please send your CV to hr2@energyinst.org by close of play, Thursday 28^th July.

Interviews to take place Wednesday 10^th and Thursday 11^th August.

A full job description can be downloaded here