Customer Service Administrator (Member Services)

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About the IFE

The Institution of Fire Engineers (IFE) is a global professional membership body of more than 11,000 fire engineers striving to build a safer society. With over 100 years of history, the IFE is instrumental in shaping a future world that is safer from fire, awarding internationally recognised membership grades and fire-related qualifications. The IFE delivers more than 6,000 exams annually which are recognised in the UK and internationally. Managed for fire professionals by fire professionals, the IFE aims to promote, encourage and improve the science, practice and professionalism of fire engineering, acting as a beacon of established expertise and guiding the way to a fire safe future.

Job Description

Main purpose of the role

You will act as a point of contact for membership, registration and examination enquiries to the Institution of Fire Engineers. To provide administrative support to the Member Services team. To deal with enquiries and applications in an efficient, accurate and timely manner.

Relationships

• Reporting to the Member Experience Manager
• Liaison with internal stakeholders including but not limited to: CEO, Trustees, IFE staff, Branches and Volunteers
• Liaison with external stakeholders including but not limited to; customers, suppliers, partners, regulators and advisors

Main responsibilities

• The post holder will be required to have an appropriate level of understanding of relevant rules relating to membership and registration (Engineering Council and IFE contextualised registers) as published from time to time and understand the relevant application procedures and associated costs/subscription fees
• Using Microsoft for Windows, incorporating Word, Excel, and Power Point (latest versions). Membership database system - Microsoft Dynamics CRM. Use of internet and Outlook. Use of NARIC subscription system to review submitted qualifications for equivalency.
• Using Adobe Acrobat Reader and Writer for manipulating, compiling and scanning large documents. Use of Engineering Council accreditation search, Extranet, Mycareerpath (online CPD) and RegPlus (online Engineering Council registration) systems.
• Departmental processing: Processing of membership and registration (Engineering Council and IFE contextualised registers) applications
• Manage phone calls and correspondence
• Updating literature and forms
• To bring relevant service level non-conformance to the attention of the Member Experience Manager as appropriate
• Communication with the following will be necessary in order to perform the job effectively:
• Internal: all IFE colleagues.
• External: Members, prospective registrants, branches, suppliers, employers, volunteer reviewers, interviewers, Engineering Council, other PEIs and various IFE committee and IFE panel members.
• Database amendments which may include membership changes of addresses, cancellations / resignations, deceased members and reinstatements.
• Issuing replacement journals and dealing with returned mail when required
• Issuing new, upgraded and replacement membership cards and certificates where required
• Coordinate activities and operations to ensure efficiency and compliance to company policies
• Taking of meeting minutes, adding and amending agenda items
• Assist with set up of rooms for training and meeting purposes

General responsibilities

• Comply with all IFE policies and procedures including but not limited to those indicated in the Employee Handbook and the Health and Safety Handbook
• Adhere to customer service standards as required by your line manager
• Provide comprehensive administrative support to all areas of the organisation
• Contribute to the day to day running of the services in your department
• Liaise with internal colleagues, suppliers, external experts (including volunteers) and members as required to complete tasks
• Assist with general enquiries by telephone and email
• Manage phone calls and correspondence (e-mail, letters, packages etc.)
• Create and update records and databases ensuring full and accurate information is recorded
• Create/update/complete documents relevant to area of work, ensuring accuracy in documents and, where appropriate, ensuring that presentation (eg certificates, letters) is in line with IFE housestyle
• Carry out regular housekeeping concerning emails and all files held electronically on the IFE’s shared drives
• Manage meeting agendas/arrangements/appointments/travel etc.
• Promote IFE in a positive manner and protect the IFE reputation
• Engage with, and support colleagues, wherever needed
• Meet performance targets as established with line manager

This is not an exhaustive list and all staff are expected to be flexible and carry out different tasks from time to time commensurate with ability and experience.

PERSON SPECIFICATION

Essential (E) / Desirable (D)

Qualifications

• GCSE Maths and English grade C or above (E)
• Professional qualification in Business and Administration (D)

Knowledge and Experience

• 1-2 years of previous experience in a similar membership/administration/customer service role (E)
• Experience of working in a membership environment (D)
• Experience of using systems for data entry and reporting (E)
• Experience of providing and coordinating administrative support (E)
• Use of CRM systems, particularly Microsoft Dynamics (D)
• Experience of working in a busy office with a strong customer service ethos (E)
• Experience in working in an international voluntary/charity sector (D)
• Knowledge and understanding of GDPR (D)

Skills

• High standards of accuracy, record keeping and attention to detail (E)
• Proofreading skills (E)
• Polite and professional approach (E)
• Excellent IT skills and competent in Microsoft Office (Outlook, Word, Excel, PowerPoint and Teams) (E)
• The ability to communicate effectively and in a professional manner, both written and verbally including letter writing skills, emails, face to face, telephone and video conferencing (E)
• Good organisational skills and interpersonal skills (E)
• Good time management skills with the ability to prioritise, plan and organise day to day activities ensuring that deadlines and objectives are achieved (E)
• Excellent customer service skills (E)

Personal Attributes

• Committed to driving improvement (E)
• Achieve personal and developmental objectives as agreed and undertake continuing professional development as required (E)
• Ability to develop and maintain strong, effective and professional working relationships (E)
• A team player with a positive outlook and strong work ethic (E)
• Enthusiastic, hardworking, flexible and possesses a “can-do” approach (E)
• The ability to use own initiative, work independently and know when to seek advice (E)
• Acts with professional integrity and confidentiality at all times (E)
• Learn quickly, willingness to learn and willingness to contribute (E)

The IFE guarantee to interview anyone with a disability whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide evidence in your application which demonstrates that you generally meet the level of qualifications, skills or experience defined in the job description and person specification.

This is a full time, permanent role with an initial probationary period of 6 months.

Normal working hours are 8:30am-4:30pm (with an hour for lunch) Monday to Friday with 33 days holiday per annum (FTE) (including bank holidays), increasing to 38 days (FTE) after 5 complete years of service. The office does close for approximately a week at Christmas and some annual leave allocation (approx. 5 days) will be required to cover this period.

After successful completion of the probation period, successful candidates are entitled to be enrolled into the company’s life assurance and private medical schemes. IFE also operates a company pension scheme via NEST; employer pension contributions are 6%.

Job Type: Full-time

Pay: £24,126.72 per year

Benefits:

• Additional leave
• Company events
• Company pension
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (required)

Experience:

• customer service: 2 years (required)

Work Location: In person

Reference ID: MSA2025