Job Vacancies

Here you will find details of any positions that are currently available

POSITION:                  Membership Co-ordinator

REPORTS TO:            Head of Skills and Retention

STATUS:                      Permanent; Full-time – 37.5 hours per week

SALARY:                      £18,360

RESPONSIBLE FOR:  Member Service and Retention

MAIN PURPOSE:

The Membership Co-ordinator is responsible for proactive relationship building with Members.

This position delivers programs built to effectively retain members through positive relationship building, listening to concerns/addressing issues, and educating on available products and services. With a member oriented focus in order to preserve long term member satisfaction. Has to be organised, have excellent communication skills and display good-judgment and previous experience in a customer service role is essential.

Key Responsibilities and Accountabilities

  • Maintain consistent communication with all members by telephone.
  • Undertake the member retention initiative, to talk to the members on a regular basis via the telephone and face to face, including Welcome Calls, 3 month and 9 month retention calls, new initiative calls and confirmation of booking calls.
  • Document all member interactions in Flightdeck, with detailed notes of discussions, contact made and feedback.
  • Attend events and serve as an ambassador for Shropshire Chamber.
  • Perform general office duties, including but not limited to, greeting and assisting visitors, routing telephone calls, receiving and distributing mail and other correspondence. Creating membership packs and other written communications to members.
  • Look for opportunities to celebrate achievements and “good news” heard from members and to ensure other departments hear “what is working”.
  • Educate customers regarding new product offerings; help develop their use across the membership. Improve service by communicating and assisting individuals to understand member needs, providing guidance, and feedback.
  • Provide tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request. Build a strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating member needs.
  • Build positive working relationships with members to increase repeat business and leads for potential members. Enhance customer loyalty and upsell accordingly.
  • Develop strategies and recommendations to retain customers before cancellation based on working with inactive Members. Provide solutions or promotional offers designed to retain them as a member.
  • Handle Member cancellation requests via telephone, email, or action tracking and work to positively resolve issues.
  • To produce monthly and ad-hoc reports to the direct line manager.

Essential Skills and Attributes

In order to perform this role effectively the following skills and attributes are essential:

  • Excellent and confident telephone manner
  • Smart appearance and pleasant demeanour
  • Flexible approach to working
  • Confident with excellent communication skills
  • Comfortable with a degree of autonomy
  • A pro-active and positive approach to their work
  • Up-to-date office IT skills e.g. MS Office: Word, Excel, Outlook, Database input 

Note:

Tasks to be performed are not limited by this job description.  The post-holder will be required to take additional duties within their capabilities as and when workloads demand.  The role may change depending on the needs of the business.  Training and support will be given in the event of major changes.

Generic Tasks

  1. To work closely with other members of the Team to ensure that all Business Plan, Performance and Financial Targets are achieved.
  2. To keep updated with all new literature and information and maintain a thorough knowledge of new procedures and statutory/regulatory requirements.
  3. To work closely with other team members and complement and support the organisation’s delivery and development.
  4. To ensure that all information is entered on to the Chamber’s CRM system in accordance with agreed procedures.
  5. To adhere to and actively promote the Chamber Equal Opportunities policy.
  6. At all times to work within the Chamber Health and Safety policy and ensure so far as is reasonable, that safe working practices are established, maintained and followed.
  7. To work within and assist in maintaining the BCC Accreditation Standard for the organisation.
  8. Any other duties as directed by the Head of Skills and Retention.

If you wish to apply for this vacancy, please email a covering letter and your CV to:

r.ross@shropshire-chamber.co.uk


POSITION:                   Membership Sales Executive

REPORTS TO:             Head of Membership Recruitment OTE £23,000

STATUS:                       Permanent; Full-time – 37 hours per week

SALARY:                      OTE £23,000

RESPONSIBLE FOR:  Recruitment and retention of Members of the Chamber

MAIN PURPOSE:

This vital role requires a dynamic self-motivated individual with significant B2B Sales experience. As a sales professional you will have a powerful desire to be part of a team creating and supporting the Shropshire business community.

This recruitment role will also require that you ensure the renewals take place in line with business targets, whilst encouraging participation in the Chambers events and business enhancing activities.

Key Responsibilities and Accountabilities

*    To contribute to the overall efforts of the Executive Team in achieving service, volume and revenue targets

*    To effectively manage a portfolio of subscription accounts to ensure timely renewal payments through communication by phone, email and where necessary, face to face meetings

*    To provide exceptional customer service.

*    To build strong working relationships within each member, expanding all contact networks to obtain maximum potential.

*    To keep accurate and comprehensive records of all account, contact and communication details in CRM shared databases

*    To produce monthly and ad-hoc reports to the direct line manager.

*    To provide input to internal projects whilst retaining focus and delivery on attaining KPI’s.

*    Management of Self-employed Agents

Essential Skills and Attributes

In order to perform this role effectively the following skills and attributes are essential:

  • Smart appearance and pleasant demeanour
  • Flexible approach to working
  • Confident with excellent communication skills
  • Comfortable with a degree of autonomy
  • A pro-active and positive approach to their work
  • Driving licence and own car (mileage expenses paid)
  • Up-to-date office IT skills e.g. MS Office: Word, Excel, PowerPoint, Outlook

Note:

Tasks to be performed are not limited by this job description.  The post-holder will be required to take additional duties within their capabilities as and when workloads demand.  The role may change depending on the needs of the business.  Training and support will be given in the event of major changes.

Generic Tasks

  1. To work closely with other members of the Management Team to ensure that all Business Plan, Performance and Financial Targets are achieved.
  2. To keep updated with all new literature and information and maintain a thorough knowledge of new procedures and statutory/regulatory requirements.
  3. To work closely with other team members and complement and support the organisation’s delivery and development.
  4. To ensure that all information is entered on to the Chamber’s CRM system in accordance with agreed procedures.
  5. To adhere to and actively promote the Chamber Equal Opportunities policy.
  6. At all times to work within the Chamber Health and Safety policy and ensure so far as is reasonable that safe working practices are established, maintained and followed.
  7. To work within and assist in maintaining the BCC Accreditation Standard for the organisation.
  8. Any other duties as directed by the Chief Executive and Directors.

If you wish to apply for this vacancy, please email a covering letter and your CV to:

g.farrell@shropshire-chamber.co.uk