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Membership Executive

The Institute of Directors is the professional institute for responsible directors and leaders. Our mission is to develop, support and represent skilled, knowledgeable and responsible leaders for the benefit of the economy and society at large.

Our success relies on the knowledge, skill and commitment of our people and volunteers.

The role

Reporting into our Membership Operations Manager, this is an exciting opportunity for a proactive and positive team player to join our Membership Operations team and help provide an outstanding service to our members.

As Membership Executive you will be responsible for executing membership fee collection and management processes to recover payments, reduce cancellation of members due to non-payment, organise debt data and processes.

This role is a 12-month FTC and can be based out of our London office, or remotely across the UK & NI. We are open to discussing flexible working arrangements.

What you’ll be doing

• Review and recover outstanding payments for membership.
• Ensure member payment methods for Continuous Payment Authority and Direct Debit are accurate.
• Create and maintain records of default payers, and revise memberships as appropriate.
• Identify and raise allocations for BACs payment.
• Perform daily collections of membership fees paid by credit card.
• Perform monthly direct debit collections.
• Ensure data in finance system remains concurrent with CRM.

• Ensure all members and customers receive a high quality and consistent level of service from the IoD.
• Provide pro-active solutions, via email and phone, to membership requests and issues.
• Support member relationship and acquisitions teams with membership processes and administration.

• Input and maintain up-to-date CRM and databases records, undertaking data management and analysis, as and when required.
• Assist the Membership Operations Manager and Membership Operations team, with ad-hoc tasks and projects, as and when required.

Who you are

• A self-starter with a professional attitude, who is able to build great relationships and has a team-focused approach.
• A confident communicator, able to communicate to a diverse range of stakeholders at all levels.
• A proactive problem-solver, who responds well when under pressure and during periods of change.
• Customer focused, with a passion for delivering a high quality member experience.

The successful candidate

Knowledge & skills

• Applied and practical knowledge of customer payment processes (e.g. invoicing/receipting), with an understanding of payment regulations and consumer rights being an advantage.
• Excellent customer service skills, with a desire to provide all members with a high-quality experience of the IoD.
• Exceptional verbal and written communication skills, with a professional telephone manner.
• Strong interpersonal skills, able to work collaboratively with colleagues and stakeholders across the IoD.
• Excellent time management and prioritisation skills, able to work independently to deadlines, with great attention to detail.
• Advanced Microsoft Office skills (esp. Word and Excel).

• Experience of working within a membership/customer service environment.
• Experience of working with CRM systems/customer management systems, data and databases.
• Experience of working with customer payments (direct debit/credit card).
• Experience of acting in accordance with the IoD's key values, Teamwork, Leadership, Agility & Respect.