Membership and Insight Manager
Who we are:
The Faculty of Sexual and Reproductive Healthcare (FSRH) is the leader in the field of sexual and reproductive healthcare, and we are the voice for professionals working in this area. As a multi-disciplinary professional membership organisation, we set clinical guidance and standards, provide training and lifelong education, and champion safe and effective sexual and reproductive healthcare across the life course for all.
You can find out more at www.fsrh.org
Can you help us?
We are seeking a motivated and dynamic Membership and Insight Manager who will respond to and resolve all member enquires and process Membership and Educational applications.
You will work alongside the MET Director, Education Development Managers and associated teams to ensure that membership support is delivered as follows to:
- Manage a team of dedicated specialists to ensure our membership experience is valued and valuable
- Use insight gained from our range of digital systems to provide business intelligence and improve our member experience
- Drive improvement throughout our processes
- Ensure member enquires are responded to and resolved in line with Quality standards and SLAs
- Ensure members are treated fairly and in line with FSRH values and regulations
- Ensure that all Educational products are processed within agreed SLAS
- Maintain the quality of the service provided
- Create and deliver iterative improvements on the FSRH member contact strategy
You will be:
- Educated to A Level (or equivalent experience)
- Strategic, data driven and able to build and motivate a high performing team
- Organised and efficient with an ability to manage competing priorities
- Able to understand and work within governance structures
- Able to demonstrate ownership and initiative when managing areas of responsibility
- Process driven with a systematic approach; with the ability to effectively follow policies and procedures as well as offering improvements
- Able to maintain up to date and accurate records in line with policies and processes
- Methodical, fair, and respectful in attitude and approach to customers/ members
- Confident to take ownership of issues and work these through to resolution
- An active listener that can provide solutions and manage issues calmly
- Proficient working with a range of digital platforms and databases and adept with Microsoft Office.
- Able to utilise digital solutions to improve provision of membership support
- Professional, reliable with a non-judgmental attitude
You will have:
- Substantial previous experience of strategic redevelopment of a customer contact team from the ground up.
- Substantial understanding of how to utilise a CRM to generate process improvements
- Substantial experience of working customer/ membership support environments
- Excellent product knowledge to support customers using a variety of media and formats
- Understanding of the role of CRM in an organisation and in customer/member experience
- Openness and ability to adapt to new technologies and new ways of working
- A good understand and ability to adopt the FSRH values throughout the role
You will have experience:
- Supporting educational products and member services
- Working within policies and processes and using these to support improved delivery and service
- Working in multichannel support (email, phones, remote, chat etc)
- Using digital platforms, CRMs and Learning Management systems preferably CIVI, Learning Pool (Totara)
- Managing complex cases
- Producing and creating reports
- Working within a professional membership body / higher education / NHS background
- Developing skills and knowledge of less experienced colleagues
NB: In order to fulfil this role you should be resident in the UK with a valid right to work; we are unable to sponsor people requiring a work visa.
We will offer you:
We offer a range of benefits at FSRH to support staff wellbeing, including but not limited to:
- 25 days holiday, with an additional 2 days leave after 2 years of service, and a further 3 days after 5 years.
- Flexible working culture
- Pension and life assurance scheme: 10% employer contribution / 5% employee contribution after successful completion of probation. This also includes access to life assurance at 4x annual salary and an income protection scheme.
- Employee Assistance Programme (EAP)
- Employee discounts portal
To Apply
Full details of how to apply can be found on our website www.fsrh.org.
Please send your CV and covering letter to [email protected]
Deadline for applications is 12pm 2 October 2024
Interviews are likely to take place on W/C 7 October 2024
We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.
We value diversity, promote equality and encourage applications from people of all backgrounds.
NB: In order to fulfil this role you should be resident in the UK with a valid right to work; we are unable to sponsor people requiring a work visa.