It is a busy, outward-facing responsive team whose activities and outputs are responsible for delivering well over 33% of all income, and which looks after the records of over 20,000 members worldwide.
You will provide effective and efficient administration of membership functions as well as providing excellent customer service to members. This role may require some travel across the UK to assist at membership events.
- Responding to customers’ queries in a courteous, friendly and professional manner ensuring queries are dealt with promptly and following the correct procedure.
- Handling complaints calmly and referring the matters on to the appropriate person.
- Assisting the events team at Membership Ceremonies, including making reasonable adjustments to ensure that the ceremonies reflect and celebrate the diversity of our members and their families.
- Contributing to RCPCH events, including representing the membership team at regional engagement or Fellows’ events.
Delivering benefits of membership
- Work with membership assistant to deliver hard copy certificates to new Ordinary Members & Fellow
- Clear the backlog of members waiting to receive a hard copy certificate by December 2021
Records Management & Data processing
- Processing members’ data accurately on the database and in compliance with data protection policy
- Managing returns of Milestones magazine and ADC journal, ensuring members’ addresses are up to date
- Ensuring data quality by contacting members whose emails are undeliverable, where necessary organising a hard copy letter
- Supporting the team to process membership applications in accordance with agreed procedure.
- Processing change requests within agreed service level commitments, updating member records and informing members of the outcome of their applications.
- Assisting with user acceptance testing for new database functionality and website upgrades related to membership.
- Working closely with colleagues from the training services, recruitment and other teams to ensure membership activities are aligned with other College projects.
- Checking online direct debits have been entered correctly
- Ensuring direct debit letters are sent in accordance with legal requirements GeneralIn addition to the specific duties and responsibilities outlined in this job description, all RCPCH employees should be aware of their specific responsibilities towards the following:
- Adhere to all College policies including health and safety, safe guarding, equality and diversity, information security and acceptable use of College resources.
- Uphold ethical and professional standards and not behave in a manner that is likely to bring the College into disrepute.
- Demonstrate a commitment to ongoing registration requirements or any national professional or occupational standards associated with the role.
- Demonstrate a commitment to ongoing learning and development and to participate in any training relevant to the role.
- The College is committed to encouraging young people to work with the College either through the apprenticeship programme and as such the post holder will be expected to support and respect young people, and may be asked to work alongside or supervise a young person as part of their role whilst working at the College.
This job description is not exhaustive. It merely acts as a guide and may be amended to meet the changing requirements of the College at any time after discussion with the post holder.
Once the apprenticeship has been completed their may be a possibility to be offered a FT role with the business.
RCPCH operates a no-smoking policy. The post holder should either be a non-smoker or be prepared to not smoke in any of the College’s premises, grounds or vehicles when on College business outside the office.
- Contributory Pension Scheme with an employer’s contribution of up to 10%
- Employee Assistance Programme
- Eye care vouchers
- Employee Discount Scheme
- Comprehensive Learning & Development provision
- 25 days holiday per year
- Good standard of general education
- Good communication skills, both oral and written
- Good IT skills (MS Outlook, Word, Excel etc)
- Good interpersonal skills
- Good organisational skills
- Attention to detail and accuracy
- Willing to work as part of the team
- Ability to use own initiative
- Ability to prioritise and meet deadlines
- Previous, relevant experience of working in a customer services role
- Utilising databases
Candidates are reminded that the shortlisting process is based on the evidence provided on the application form of the skills demonstrated above. Further information on the completion of the application form can be found on the RCPCH website
GCSE English Grades A – C or 4 – 9* or Functional Skills Level 2
Programme: Business Administrator
Duration: 15 months
Course Type: Apprenticeship Standard
Apprenticeship Delivery: Work based qualification. A tutor will visit you every 4-6 weeks in your work place.
The Apprenticeship programme is made up of different units. Apprentices will be assessed on their knowledge, skills and behaviours throughout the apprenticeship and tracked online using an e-portfolio.
These are grouped into 3 themes which complement each other and are as follows:
- Core Business & Administration
- Managing Self & Personal Skills
- Using Resources & Achieving Results.
- After each theme is complete, a Mock End Point Assessment is carried out to ensure apprentices are prepared for the End Point Assessment at the end of the programme.
- After a minimum of 372 days and successful delivery of the programme, the end point assessment will take place. The end-point assessment is a synoptic assessment of the skills, behaviours and knowledge that have been developed throughout the apprenticeship.
- End-Point Assessments will involve an independent assessor carrying out final assessments with the apprentice, to ensure that the competences and learning within the ‘Apprenticeship Standard’ have been met.
- Apprentices can achieve a pass, merit or distinction dependent on how well they perform in their End-Point Assessment.