O261000 - Qualifications Administrator

ICE Group; City of Westminster; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave plus Bank Holiday

Shutdown over Christmas period

Annual £100 wellbeing allowance

Personal pension scheme contributions

Death in service benefit

Cycle to work scheme

Job summary

The Institution of Civil Engineers (ICE) is seeking a highly organised Qualifications Administrator to join the Membership Division. You will support applications for ICE membership and manage qualification processes, ensuring accurate, timely handling and excellent customer service.

This role focuses on administering applications across the pathway to membership, liaising with members and applicants, and maintaining accurate membership records within a supportive team environment.

Qualifications

• Experience in a busy office or customer-facing environment.
• Excellent written and verbal communication skills.
• Strong customer service skills with ability to provide clear, tailored advice via telephone and email.
• Excellent attention to detail and accuracy.
• Experience prioritising and managing a varied workload to meet deadlines.
• Strong Microsoft Office skills, including Outlook, Excel and Word.
• Confidence using databases, CRM systems and online platforms.
• Collaborative approach and ability to build positive working relationships at all levels.
• Experience with Dynamics 365, SharePoint or similar CRM systems.
• Experience processing applications, records or qualification-related administration.
• Qualifications at secondary education level or above, supported by relevant administration experience.

Responsibilities

• Process and validate applications across the pathway to membership.
• Maintain and update membership records using Dynamics 365 and other systems.
• Respond to member enquiries by phone, email and post.
• Acknowledge applications and issue outcomes within timescales.
• Validate qualifications using databases and assessment criteria.
• Support processing and recording of assessment results.
• Administer reinstatement applications and member expense claims.
• Assist with ICE Student Prize activities; certificate production and distribution.
• Identify process improvements and escalate complex cases.
• Build strong working relationships within the Membership Division.

Skills

Attention to detail

Customer service

Communication skills

MS Office

CRM systems

Database experience

Team collaboration

Application processing

Education

Secondary education or above

Tools

Dynamics 365

SharePoint

CRM databases

Job description

The Institution of Civil Engineers (ICE) is the home of infrastructure, bringing together a global community of 97,000 members and more than 200 years of engineering heritage. As a leading professional institution, it qualifies civil and infrastructure engineers, champions lifelong learning, and provides trusted, impartial, expert advice to decision makers. Guided by its vision of a world where infrastructure enables people and planet to thrive, the ICE’s global membership designs, builds and maintains infrastructure that is sustainable and dependable.

About the Role:

The Institution of Civil Engineers (ICE) is looking for a highly organised and customer-focused Qualifications Administrator to join our Membership Division.

This is an excellent opportunity for an experienced administrator who enjoys delivering outstanding customer service, managing detailed processes and supporting individuals throughout important professional milestones. You'll play a key role in administering applications on the pathway to ICE membership, helping aspiring and established engineers achieve professional recognition worldwide.

As a Qualifications Administrator, you will provide comprehensive administrative support across a range of membership and qualification processes. Acting as a key point of contact for members and prospective members, you'll ensure applications are processed accurately, efficiently and in line with agreed service standards.

Working within a supportive team environment, you'll manage a varied workload while delivering excellent customer service and maintaining accurate membership records.

Responsibilities:

• Process and validate applications across the pathway to membership, including student, graduate, academic assessment, career appraisal, experiential learning and further learning applications.
• Maintain and update membership records using Dynamics 365 and other internal systems.
• Respond to member and applicant enquiries by phone, email and post, providing accurate advice and guidance on ICE application processes.
• Acknowledge applications and issue outcomes within agreed timescales.
• Validate qualifications using recognised qualification databases and established assessment criteria.
• Support the processing and recording of assessment results.
• Administer reinstatement applications and member expense claims.
• Assist with ICE Student Prize activities, including certificate production and distribution.
• Identify process improvements and elevate complex cases where specialist input is required.
• Build strong working relationships across the Membership Division and wider organisation.

About you:

We're looking for someone who is detail-oriented, proactive and committed to delivering an excellent customer experience.

• Previous administration experience in a busy office or customer-facing environment.
• Excellent written and verbal communication skills.
• Strong customer service skills with the ability to provide clear, tailored advice via telephone and email.
• Excellent attention to detail and accuracy.
• Experience prioritising and managing a varied workload to meet deadlines.
• Strong Microsoft Office skills, particularly Outlook, Excel and Word.
• Confidence using databases, CRM systems and online platforms.
• A collaborative approach and the ability to build positive working relationships at all levels.
• Experience working with Dynamics 365, SharePoint or similar CRM systems.
• Experience processing applications, records or qualification-related administration.
• Qualifications at secondary education level or above, supported by relevant administration experience.

Qualifications:

• Good level of education, supported by relevant administration experience.
• 25 days annual leave plus Bank Holidays
• Shutdown over Christmas period
• Annual £100 allowance towards your well-being
• Discounted hot food from on-site Café bar.
• Up to eight per cent of salary contributed to a personal pension scheme.
• 24-hour employee support line
• Death in service benefit equivalent to four year’s salary
• Interest free season ticket loan
• Cycle to work scheme.
• Big Gym membership savings with the Gymflex scheme

ICE Group is an equal opportunities employer and are committed to ensuring an inclusive recruitment process. We welcome applications from disabled candidates and will provide reasonable adjustments throughout the recruitment process. If you need support or an alternative format, please contact us at [e-mail]

General Data Protection Regulations (GDPR) 2018

The data collected via this application process will only be used by the ICE Group for the purpose of recruitment and for the performance of an employment contract if a job offer is made. This data will not be disclosed to any external sources without express consent unless required to do so by law. Unsuccessful applicants’ data, both electronic and paper will be deleted/shredded six months from date of application. For any questions or concerns about your personal data, please get in touch with our Data Protection Officer at the details provided below: at Email: [e-mail] .

Applicants have the right to complain to the ICO at http://ico.org.uk/ if they have a concern with the way ICE is handling their data.