Job Description

Are you a people person with a knack for building relationships and thrive in a casual, friendly environment? If so, we are looking for a friendly face to join our Membership team at the British Institute of Innkeeping (BII).

As a key member of our Membership Team, your excellent communication skills and bubbly personality will be essential in building rapport and providing top-notch customer service to our members in the pub-trade on a daily basis; assisting with queries and directing them to any support they need. Knowledge about the pub-trade isn't required, as all training will be provided, but is an advantage.

The British Institute of Innkeeping is a non-profit charity organisation that has been running for over 40 years and today exists to provide its 13,000 members with key support to help their pub businesses thrive, take their voices to Government to champion the pub sector and share best practice from the trade. Helping free traders, lessees, and tenants from every area of the pub industry, be part of something bigger and join the BII.

KEY RESPONSIBILITIES

The membership team are responsible for providing a first class membership service and point of contact to our members.

As part of the Membership team you will be required to -

Ensure all new members are loaded to the CRM system correctly Make welcome calls to all new members, making sure they receive this call and follow up email within the first 2 weeks of joining. Make retention calls to current BII members ensuring this is completed at the set points in their membership, ensuring they understand and are making use of the BII benefits. Make outbound calls to members for any aspect of membership retention or data integrity purposes. Make outbound calls to members who are in payment arrears with the aim to retain membership Answer inbound calls from prospective members and covert these into paying memberships Answer inbound calls from existing members and deal with their query in a professional manner. Manage the membership inbox and reply to enquiries. Monitor our online chat facility, ensuring all enquiries are dealt with in a professional and timely manner. Ensure the CRM system is kept up to date at all times. Post membership certificates and other materials as and when required. When required, attend BII events and roadshows where company partners and suppliers are involved with aim of growing and maintaining relationships. Any other duties deemed reasonable to assist the Membership team in the smooth running of the department.
PERSON SPECIFICATION

Customer Services experience essential Previous experience of direct telephone calls - inbound and outbound Confident, outgoing and able to work as part of a team to achieve one united goal
SKILLS, ABILITIES AND KNOWLEDGE

Excellent organisational and administrative skills Proactive, positive and used to working without daily supervision, self-motivated Ability to work to clear KPIs and report against them regularly Good telephone manner and face to face customer communication skills A team player; flexible in work attitude and duties Good knowledge of Microsoft Office - particularly Excel, Word and Outlook Good knowledge of CRM systems an advantage
BENEFITS

28 days annual leave (plus bank holidays) Cycle to work scheme Access to rewards platform, offering discounts on eating out, activities, shopping etc. Opportunities for professional development Casual dress Company events Company pension Free On-site parking Private medical insurance Work from home (usually 2 days a week following a successful 3 month probation)
Job Type: Full-time

Pay: 23,500.00-25,000.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Free parking On-site parking Private medical insurance Sick pay
Experience:

customer service: 1 year (required)
Work Location: In person