Permanent, Full Time 37 hours per week
Our client is looking for a product and service champion to join CIMSPA as a client engagement officer – helping individuals and organisations understand the power of joining a chartered professional body.
An exciting opportunity has arisen for a customer service professional to join CIMSPA’s growing team as a Client Engagement Officer. The main purpose of the role is to provide CIMSPA members and partnerships continuous support, advocating member retention through proactive engagement whilst supporting the Client Engagement Manager with membership life cycle as it continuously develops
The Chartered Institute for the Management of Sport and Physical Activity (CIMSPA) is a chartered institute that is going places, they understand people and look to recruit only the best. Therefore, they have some great benefits such as: a flexible working approach to ensure they really do see you at your best which includes, a healthy living allowance, this year they are piloting unlimited holidays (yes, really), and the tools and resources for you to do your job effectively.
CIMSPA recognises and values people’s differences and they are fully committed to encouraging diversity, challenging under-representation and ensuring their staff team properly reflects the sector and public they work with.
Based at SportPark, Loughborough University, the role offers a competitive salary and contributory pension scheme.
Client Engagement Officer Salary and benefits:
•Salary range: £19,911 – £21,045
•25 days annual leave per year (pro rata) / currently trialling unlimited holidays.
•Contributory pension scheme.
•Healthy living allowance.
Responsible to Client Engagement Manager
Client Engagement Officer Primary duties and responsibilities:
RECOGNITION & INTEGRITY
•Assist the Client Services Manager with reporting on membership statistics and KPIs.
•Assist the Corporate Partnership team with partnership administration tasks when required.
•Monitor expired members and carry out cancellation / termination processes in line with CIMSPA policy.
•Assist with project work as and when required to support the wider membership / partnership offer.
•Monitor / order office stationery, packaging and welfare supplies as necessary.
•To support the wider CIMSPA team with any other duties as and when required.
RELATIONSHIP MANAGEMENT & INTERPERSONAL COLLABORATION
•Process new membership applications within CIMSPA customer service statement time frames.
•Promote membership benefits to clients during daily engagements.
•Manage the online shop orders to include processing and dispatch.
•Proactively engage with potential, existing and former members for recruitment and retention to ensure membership growth.
•Collaborate in new product development to support the strengthening of wider membership and partnership services.
•Assist the corporate partnership team with any queries relating to membership applications.
•Assist the Client Services Manager with achieving membership, recruitment and retention KPI targets outlined in the CIMSPA strategy
•Provide feedback on common sources of issues / questions from the member / partner network and make recommendations on how products / services can be improved.
•Be a CIMSPA product / service champion - answer queries relating to all CIMSPA products and services coming into the business by the CIMSPA mainline and our email service.
•Proactively engage with members via telephone, email and at face to face events/forums
•Proactively seek feedback from members in relation to products and services offered by CIMSPA to identify areas of strength and areas for improvement.
•Consistently demonstrate CIMSPA’s values and behaviours.
•To support the sport and physical activity sector’s aims.
•Seek ways to make efficient ways of working.
•Be conscious of CIMSPA’s environment impact.
Skills, experience and qualifications Essential skills / experience / knowledge:
•Frontline customer handling experience through telephone, email and/or social media channels.
•Communicate effectively: speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
•Creativity/innovation: develop new and unique ways to improve CIMSPA operations and to create new opportunities.
•Foster teamwork: work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organisational effectiveness.
•Lead: positively influence others to achieve results that are in the best interest of CIMSPA.
•Make decisions: assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organisation.
•Organise: set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities with minimal supervision.
•Plan: determine strategies to move the organisation forward, set goals, create and implement action plans, and evaluate the process and results.
•Solve problems: Assess situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
•Excellent written English.
•Experience managing multiple work streams, internal resources and dynamic client priorities.
•Comfortable with dealing with challenging customer and partner conversations.
Desirable skills / experience
•Working for a membership organisation.
An understanding of:
•The sport and physical activity sector: leisure operations, exercise and fitness, community sport, performance sport and health/physical activity.
For further details and to apply, please visit our clients: https://www.cimspa.co.uk/services/jobs
You will need to have a CV and covering letter available to upload in this form. You should ensure that these documents both demonstrate that you meet the essential requirements for this role and detail any “desirable” requirements that you fulfil.
Closing date: Rolling until sufficient applications received.
Interview date: TBC, at SportPark, Loughborough University