Member Services Administrator - #1684422

Responsible for the administrational support of BE Leagues, Competitions and Membership services, including external customer interactions related to the game and membership, as well as supporting internal departments with critical administrative duties.

Key Accountabilities

Customer Service: On a daily basis, provide appropriate quality and consistent customer services, liaising with departments across the organisation, including via phone, email, and face-to-face.

Member support to clubs and individuals: handling inquiries via phone, email, and other channels, assisting with membership enrolment, renewals, and other membership-related processes ensuring member satisfaction

Complaints Management: Manage customer complaints in line with internal policies, resulting in successful resolution.

Game Management: Provide critical game administrative services including but not limited to customer information on basketball in England, our competitions, rules and regulations, fixtures and results, courses, national team support and officiating assignments.

Administrative Services: Provide efficient and effective administrative support for the organisation and networked staff, including office administrative duties, data entry and processing.

Operational Accountabilities

Administration: This position is a key position leading and delivering the administration of the leagues, competitions and member services. The person should demonstrate considerable administrative skills in both planning and delivery and deal with numerous enquiries from members.

Membership Support: To provide leadership support and work closely with members and other colleagues across the workforce to deliver excellent member services.

Administration of league, club and individual statistics: creating accurate reports and summaries of weekly, monthly, seasonal.

Team Liaison: Work with internal colleagues collaboratively and positively to improve the customer experience as a whole, ensuring consistent customer service standards are adhered to.

Policy Adherence: Ensure robust implementation of the organisation’s operational policies, processes and systems, to provide efficient and effectively governed services.

Governance, Risk & Compliance: Abide by all of Basketball England’s rules, regulations and policies (Including but not limited to, Equal Opportunities & Equity Policy; Safeguarding Policy; Code of Ethics & Conduct; Anti-Doping, Anti Betting, Anti-Corruption and Confidentiality).

Other duties: Any other duties as required by the line manager that are commensurate with the grade.

Role Requirements; Experience, Knowledge & skills

Qualifications:
• Educated to A level or equivalent qualification, or compensating work experience in a relevant business-related field.

Demonstrable experience of:

✓ Project Servicing / Management: experience developing or supporting the development of membership initiatives, leagues and competitions preferably for an NGB or third-sector organisation.

✓ Relationship Management: building trust and strong relationships with a range of customers and stakeholders internally and externally, potentially including BE staff and volunteers.

✓ Customer service management: Working in a direct customer-facing role to provide an effective and efficient service that customers value.

✓ Complaints Management: Dealing successfully with complaints from various customers on a wide range of topics.

✓ Process improvement: Identifying and implementing improvements to increase efficiency and customer satisfaction.

✓ Project Delivery: High-volume administration projects delivered to tight timescales.

Personal Skills:

✓ Customer focused: A positive approach to speaking to members of the public, enjoys a customer facing role.

✓ Confident & motivated: Confident with a high degree of self-motivation and initiative.

✓ Highly organised: Ability to manage competing tasks and changing priorities, through effective time management.

✓ Quality work at speed: A proven ability to meet quality standards to agreed deadlines.

✓ Teamwork: Ability to work as a member of a team, with an understanding of what behaviours contribute to effective teamwork.

✓ Solution development: Ability to anticipate issues and problem solve to resolve customer complaints and issues.

✓ Decision Making: Make timely and customer-focused decisions to effectively resolve customer enquiries and process problems.

Technical Skills:

✓ IT skills: Ability to effectively manage email and calendars through Outlook, and ability to use Word, PowerPoint and Excel to undertake administrative tasks. Experience using electronic membership systems and databases would be an advantage.

✓ Communications: Excellent interpersonal and communication skills demonstrating an ability to communicate with customers and staff in a calm, effective and clear way.

✓ Numeracy & Literacy: Excellent numeracy, literacy, spelling and presentation in typewritten and other work.

Other:

• A genuine interest in basketball / sport.
• Passionate about people and helping to build great teams and culture.
• A flexible attitude to working, willing to work evenings and weekends as a result of the nature of the role and event timings.
• Job offers will be subject to completion of a satisfactory, current Basketball England DBS check and completed every three years.