Membership Officer

Ad Warrior; Swanley; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Pension

Private Medical Cover

Life assurance

Sick pay

Travel expenses

Job summary

Ad Warrior is seeking a Membership Officer in Swanley, Kent, offering a hybrid working arrangement. The role is permanent and full-time (Mon to Fri, 9:00am–5:00pm) with a salary of £30,000–£33,000 per year.

You will act as the first contact for membership inquiries and support members through the application process. The postholder will manage records, help with campaigns and engagement activities, and work with Marketing to prepare materials.

Qualifications

• Experience in a customer-facing, administration or business support role.
• Strong communication skills and attention to detail.
• Experience with CRM or database systems would be advantageous.

Responsibilities

• Act as a first point of contact for membership enquiries by telephone and email, providing clear information and timely follow-up.
• Support prospective members from initial enquiry through to completed application, ensuring requirements are explained accurately and records are kept up to date.
• Develop knowledge of membership criteria, processes, benefits and services.
• Maintain accurate membership records on the CRM system and support data quality, reporting and workflow.
• Assist with member retention activity, recruitment campaigns and employer engagement planning.
• Work with Marketing to prepare membership materials and engagement information.
• Assist with surveys and market research to understand member needs and improvement opportunities.
• Represent the organisation at meetings, forums and events when required.
• Present the benefits of membership to prospective employers with supporting information.

Job description

Membership Officer

Location: Swanley, Kent - Hybrid

Salary: £30,000 - £33,000 per annum

Vacancy Type: Permanent, Full Time (Monday to Friday (9:00am - 5:00pm)

The organisation is a membership and social partnership organisation established in 1968 by the Electrical Contractors Association and Unite the Union. The vision is: "Building on the principle of partnership, the parties to the organisation - the ECA and Unite the Union - are committed to ensuring the electrical contracting industry develops the most effective industrial relations and safety standards and practices in the electrotechnical sector."

The organisation is responsible for the effective administration and promotion of the organisation sectoral collective agreement (including National Working Rules) and the Electrotechnical Certification Scheme in England, Wales and Northern Ireland. It also plays a prominent influencing role in relation to electrotechnical skills, training and labour market co-ordination.

The electrical contracting industry comprises micro businesses to large national contractors. It is mainly engaged in the built environment and construction industry and undertakes a wide variety of work ranging from a simple electrical installation in a private house to the electrical work associated with the construction of a nuclear power station.

Job Overview

• Act as a first point of contact for membership enquiries by telephone and email, providing clear information and timely follow-up.
• Support prospective members from initial enquiry through to completed application, ensuring requirements are explained accurately and records are kept up to date.
• Develop a sound working knowledge of the organisation membership criteria, processes, benefits and associated services.
• Maintain accurate membership records on the Customer Relationship Manager system and support improvements in data quality, reporting and workflow.
• Support the Head of Membership and Engagement with member retention activity, recruitment campaigns and employer engagement planning.
• Work with colleagues in Marketing and Communications to help prepare consistent membership materials, campaign updates and engagement information.
• Assist with surveys, feedback activity and market research to understand member needs, satisfaction and opportunities for improvement.
• Represent the organisation professionally at internal and external meetings, forums and events where required.
• Help present the benefits of the organisation membership to prospective employers, including preparation of supporting information and follow-up actions.
• Contribute to process improvements that reduce avoidable administration, improve the member experience and support more efficient working.

Person Specification

This role will suit a professional, organised and approachable individual with experience in customer service, administration or business support, and the ability to work accurately with member records, enquiries and follow-up actions.

The postholder will need strong communication skills, good attention to detail and the confidence to engage with employers and colleagues. Experience in a membership organisation, trade association, construction, electrotechnical or employer-facing environment would be advantageous.

Knowledge and Experience

• Experience in a customer-facing, administrative or business support role, with responsibility for handling enquiries, maintaining records and following processes accurately.
• Understanding of good customer service, accurate record keeping and the importance of consistent processes.
• Ability to develop knowledge of the organisation membership criteria, processes, benefits and associated services.
• Experience of using Microsoft Office and CRM or database systems.
• Experience in a membership, trade association, construction, electrotechnical or employer-facing environment would be desirable.

Skills and Abilities

• Clear verbal and written communication skills, with the ability to explain information accurately and professionally.
• Good organisational skills, attention to detail and the ability to manage follow-up actions.
• Confidence supporting presentations, engagement materials, feedback activity and process improvement where required.

Behaviours and Styles

• Professional, approachable and self-motivated.
• Able to use initiative appropriately while working within agreed processes.

The role will be based at the organisation's offices in Swanley, Kent and will report to the Head of Membership and Engagement. Consideration will be given to hybrid working in line with business needs.

Why Join the organisation?

Work in a collaborative, mission-led environment committed to quality and service. Enjoy a competitive salary and a generous benefits package including:

• Pension - post-probation - 5% employee contribution and 12.5% employer contribution, which includes a death in service provision after minimum employment period
• Post probation - Private Medical Cover including medical history disregard, and periodic medical screening
• Life assurance - four times pensionable salary
• Sick pay - 4 weeks full pay, followed by SSP, up to 12 weeks full pay plus 16 weeks SSP after 12 months continuous service
• Travel - all expenses paid by the organisation for travel which is not to the organisation office in Swanley, as well as any travel, accommodation and expenses for overnight stays required

Due to the volume of applications, they may not be able to contact all applicants. If you have not been contacted a week after the closing date, please consider your application unsuccessful on this occasion.