Membership Services Officer

Coeliac UK has been a trusted source of support on coeliac disease and the gluten free diet for 50 years. We are an independent charity and fund critical research into coeliac disease and support our 65,000 strong community through our offices in England, Scotland and Wales.

We are entering into an exciting new phase of development which will rely on understanding our supporters and stakeholders better so that we can develop improved services and engagement activities.  We are looking for a proactive Membership Officer who will be passionate about driving our membership scheme forward and improving our service delivery. The role needs someone that will help push forward new initiatives, interrogate results and bring a creative flair to our existing membership marketing collateral.

The Membership team ensures that our members receive services in line with Coeliac UK’s strategy, including direct information/support via a helpline, and for administration of the membership scheme. The role is responsible for the operational management of the charity’s high value services, namely Venue Guide, Home of Gluten free recipes and food and drink information, ensuring high quality service delivery.

Key responsibilities:

• Work closely with Director of Membership and Services and Head of Membership to manage and deliver direct member services, adding value and creating high levels of satisfaction

• Develop and generate reports to monitor and analyse member behaviour across member services to inform service delivery improvements and future developments

• Manage and maintain service content across our website, electronic newsletters and mobile app platforms

• Develop fresh content that is tailored across our audience base that supports user needs and encourages service engagement

• Work with the Membership Officer to undertake market research, for example, membership satisfaction and competitor analysis

• Work with our Commercial Team to develop a range of commercial opportunities that will add value to our services

• Be the team expert for our food and drink information service and support all related enquiries generated through our Helpline, website and mobile app

• Manage the data imports and exports for our food and drink information, providing monthly updates across our communication channels

• Liaise with our Head of Food Policy to ensure our food and drink information service follows internal best practice guidelines as well as external legislation policies

• Coordinate annual production of a printed Food and Drink Directory

Knowledge, skills and experience:

• Experience of delivering excellent service

• Excellent communication skills – verbal and written

• Experience of the membership sector is preferable

• At least five GCSEs at grade C or above, including Maths and English

• Numerate with necessary skills to produce, monitor and interpret complex data

• Experience of creating engaging content across a variety of platforms

• Proficient in using CRM and CMS systems and image software

• Able to manage multiple projects on time and to budget

• Ability to manage workload on own initiative within a team environment

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the needs of the charity.

Salary: £23,369 to £25,965 based on experience

Please apply online with your CV and cover letter for this Membership Services Officer role.

Interviews will take place on 28 July 2017

Please check your email for confirmation that your application has been received and to follow further instructions if applicable.