Senior Membership and Retention (maternity cover)

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Purpose of role

  • To support the Team Leader with the day-to-day implementation of departmental objectives.
  • To act as the go to person for query resolution, system knowledge and training assistance.
  • To provide cover for the Team Leader during periods of absence, monitoring work of team members to ensure timely processing of tasks in line with departmental targets and company standards
  • To support the supervision of team members and their individual and team performance
  • To undertake updating of Mitrefinch in the Team Leader’s absence
  • To undertake own day to day M&R work
  • To work with department managers and key staff as required
  • To represent Health Shield in a professional manner at all times
  • Support and maintain standard work procedures ensuring a right first time culture is maintained
  • Be knowledgeable in processes and cover any shortfall in personnel as required
  • Attend and contribute positively to all meetings and training events
  • Educate, practice and maintain a professional and tidy work environment
  • Ensuring a high level of quality control
  • Assist the Society in achieving its strategic goals and Balanced Scorecard objectives. This includes, but is not limited to, working to achieve the relevant departmental KPl’s and attending relevant training sessions
  • Perform other duties as specified from time to time by your Team Leader/Manager

Principle Accountabilities

  • Assist with delivering the 6-week formal induction for new employees
  • Assist with delivering training sessions as required
  • Work closely with Team Leader regarding all memberships and renewals
  • Ensure team outlook calendars are being used and are up to date
  • Support and maintain standard work procedures, ensuring a right first time culture is maintained
  • Updates team members following sickness or holidays if there has been any changes in procedures or processes for example
  • Allocation of daily workload to the team where required; checking on quality, progress and outcomes
  • Be knowledgeable in processes and cover any shortfall in personnel as required
  • Attend and contribute positively to all meetings and training events
  • Educate, practice and maintain a professional and tidy work environment
  • Have an understanding of Health and Safety and Risk and report any Health and Safety and Risk issues immediately
  • Work closely with Development Officers teams and its managers to process application forms, deal with any member queries and general administration
  • Advising of duplicate members/dependents, taking appropriate actions to contact member and keeping spreadsheet up to date
  • Administering the renewals process for all schemes as required, including but not limited to preparation, emails and communication with brokers and companies, confirmations, welcome letters, portal plan changes and working with Business Development Managers throughout the whole process as required
  • Administration of new and existing Health Shield Representatives
  • Liaising with other departments, as required, including Accounts staff regarding queries and set up of payroll deductions
  • Assist with filing
  • Ensuring Navision and CRM databases are updated and interactions logged
  • Assist with overflow of calls from the Customer Care Team as required
  • Assist the Society in achieving its strategic goals and Balanced Scorecard objectives. This includes, but is not limited to, working to achieve the relevant departmental KPI’s and attending relevant training sessions
  • To ensure confidentiality is ensured in regards to handling staff matters
  • Perform other duties as specified from time to time by your Team Leader/Manager

Contact With Others

Internal

Reporting directly to the Membership & Renewals Team Leader and Head of Operations, the job holder will liaise closely with all other departments and particularly Sales Support, Customer Care, the Accounts and Post & Fulfilment teams.

External

The Membership & Renewals team will come into contact with all the Society’s external stakeholders. Whilst the majority of external interaction will be with members (or their direct relations) communication will also take place with suppliers and existing and prospective business contacts.

Education, Skill and Knowledge Required

  • GCSE (or equivalent) grade C or above in English and Maths
  • Health & Safety awareness/knowledge desirable but not essential (training will be provided)
  • Prior supervisory experience desirable but not essential (training will be provided)
  • Priority/time management experience
  • Excellent organisational skills
  • Excellent communication and interpersonal skills
  • Computer literate and dynamic to improve future processes/procedures
  • Good work presentation skills
  • Strong administrative skills

Work arrangements

  • Full-time, Monday – Friday 37 ½ Hours
  • 12 month contract

Benefits

  • Competitive salary
  • Free car parking
  • Free electric hook up for electric cars
  • Corporate membership of the Health Shield medical cash plan after completion of probation (6 months)
  • 25 days annual leave plus bank holidays
  • Free on site gym
  • Free refreshments (tea, coffee, juice etc.)
  • Training and development support
  • Wellbeing initiatives
  • Quarterly on site wellbeing therapy treatments
  • Employee development scheme – staff can get a contribution towards non work related personal development activities
  • Salary sacrifice schemes

If you are interested in applying for this post please download an application form or request one by emailing: careers@healthshield.co.uk or by telephoning (01270) 503963.

Closing date: Monday 7th January 2019

We are an equal opportunities employer and welcome applicants from all sections of the community.