Member Services Administrator - Leagues & Competitions

Basketball England; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated administrative support professional to enhance member services and manage competitions. This role involves providing exceptional customer service, assisting with membership processes, and ensuring smooth game management. The ideal candidate will thrive in a dynamic environment, demonstrating strong organizational skills and a passion for sports. If you are customer-focused and enjoy working collaboratively, this opportunity offers a chance to make a significant impact in the world of basketball. Join a passionate team committed to promoting the sport and delivering excellent service to members.

Qualifications

• Educated to A level or equivalent, or relevant work experience.
• Demonstrable experience in project management and customer service.

Responsibilities

• Provide quality customer service and handle inquiries effectively.
• Manage customer complaints and ensure successful resolutions.

Skills

Customer Service

Project Management

Relationship Building

Complaints Handling

Process Improvement

Communication Skills

Organizational Skills

Education

A Level or equivalent

Tools

Outlook

Word

PowerPoint

Excel

Electronic Membership Systems

Job description

Closing date: 15th May 2025

REPORTS TO: Membership Support Manager

PURPOSE OF ROLE:

Responsible for providing administrative support for BE Leagues, Competitions, and Membership services, including handling external customer interactions related to the game and membership, as well as supporting internal departments with key administrative duties.

Key Accountabilities

1. Customer Service: Provide consistent and quality customer service daily, liaising with departments via phone, email, and face-to-face interactions.
2. Member Support to Clubs and Individuals: Handle inquiries through various channels, assist with membership enrolment, renewals, and related processes to ensure member satisfaction.
3. Complaints Management: Manage customer complaints in line with internal policies, ensuring successful resolution.
4. Game Management: Offer essential game administrative services, including providing information on basketball in England, competitions, rules, fixtures, results, courses, national team support, and officiating assignments.
5. Administrative Services: Deliver efficient administrative support, including office duties, data entry, and processing.

Operational Accountabilities

1. Administration: Lead and manage the administration of leagues, competitions, and member services, demonstrating strong planning and delivery skills while handling member inquiries.
2. Membership Support: Collaborate closely with members and colleagues to deliver excellent service.
3. Statistics Management: Create accurate reports and summaries of weekly, monthly, and seasonal data for leagues, clubs, and individuals.
4. Team Liaison: Work collaboratively with internal teams to enhance the customer experience, maintaining service standards.
5. Policy Adherence: Implement operational policies and systems effectively to ensure efficient and governed services.
6. Governance, Risk & Compliance: Comply with all Basketball England rules, regulations, and policies, including safeguarding, equality, ethics, anti-doping, and confidentiality policies.
7. Other duties: Perform additional duties as assigned by the line manager, consistent with the role's grade.

Experience, Knowledge & Skills

1. Qualifications: Educated to A level or equivalent, or relevant work experience in a related field.
2. Experience: Demonstrable experience in project management, relationship building, customer service, complaints handling, process improvement, and delivering high-volume projects within tight deadlines.
3. Personal Skills: Customer-focused, confident, motivated, highly organized, able to produce quality work swiftly, team-oriented, solution-driven, and decisive.
4. Technical Skills: Proficiency in Outlook, Word, PowerPoint, Excel; experience with electronic membership systems is advantageous. Excellent communication, numeracy, and literacy skills are essential.

Other:

• Genuine interest in basketball or sport.
• Passionate about working with people.
• Flexible to work evenings and weekends as required.
• Successful candidates will need to complete a current Basketball England DBS check, renewed every three years.