Member Services Executive (Specified Purpose)

Key activities and responsibilities will include:

• Being accountable for a range of administrative services that are conducted by the member services team that supports Ibec and the Membership and Sector teams.
• Driving the team delivery of deadlines and metrics as approved by Senior Executive.
• Ensuring successful completion of VKAM (virtual Key account management) call out campaigns and other campaigns as required by the business including development of communications liaising with internal colleagues managing contact call out lists dealing with member queries and development of VKAM reports. This is a highly detailed focused task that requires keen attention to detail and ability to meet tight deadlines.
• Providing technical support to webinars including pre webinar technology checks and managing or supporting technical issues on webinars.
• Working on development of webinar communications issue of follow up communications ensuring webinar playback web pages are updated and working with colleagues on scheduling and promoting member webinars.
• Manage all centralised Inboxes (Sector Admin / Ibec Webinars / to ensure members are responded to with a sense of urgency.
• Constantly review amend and introduce new processes initiatives and best practice across the team ensuring they are implemented appropriately to enhance services and support the Standard Operating Procedures (SOP) for all member services activity.
• Provide clear direction support motivation and guidance to the team.
• Working with the Senior Executive in shaping planning and executing member service plans and webinars for the purposes of managing the team workload and work on weekly activities.
• Supporting and supervise day to day activities of the team to ensure efficient delivery of a high quality and consistent services.
• Driving various initiatives and carry out other duties as identified and agreed with the Senior Executive that are in keeping with the overall purpose of the position.

• Relevant Third level qualification.
• Minimum 2-5 years relevant experience in an administrative role.
• People Management and Customer Service experience.
• Previous membership based organisational experience an advantage.
• Team Lead experience desirable.

• Strong technical skills and excellent computer literacy in Dynamics 365 Sitecore with high proficiency in word excel PowerPoint etc.
• Superior planning and organisational skills.
• Strong time management and diary management skills.
• Strong relationship-building skills and ability to liaise with multiple stakeholders at all levels.
• Ability to disseminate work across the team in a fair and balanced approach.
• Strong communication written oral and presentation skills.
• Strong reporting skills attention to detail and ability to meet strict deadlines.
• Demonstrates a strong commitment to delivering outstanding service and value to members.

• Presents a professional and friendly demeanour.
• A high degree of reliability and confidentiality in their approach to work.
• Flexible approach to work
• Ability to work smart in a fast-paced changing environment.

• Collaborative work together as one Ibec.
• Dynamic approach initiatives with careful planning energy drive and resilience.
• Decisive make clear well-informed decisions.

• Agile and Adaptive embrace change and be adaptive to members needs and in ambitious situations.
• Creative and Innovative not afraid of dynamic thinking in finding solutions.
• Curious and Critical Thinking open minded and proactive in gathering data in developing opinions.

• Ambitious driven and can take responsible risks.
• Accountable committed to highest standards and takes ownership of actions.
• Continuous Improvement proactive on personal and professional development