Member Services Coordinator
Society of London Theatre & UK Theatre
Salary
£26,000 - £32,000 per year
About the Organisation
Society of London Theatre (SOLT) & UK Theatre is the membership body for the theatre sector, representing theatre producers, managers, owners, and operators. You will be the main point of contact for membership inquiries for SOLT & UK Theatre, providing responsive support to members, and assisting all membership management and engagement processes. You will also play a key role in supporting member-related training & events activities and provide administrative support to the Membership Services team, dealing with inquiries in an efficient, accurate,e and timely manner.
About the role
This role sits within the Member Services Team whose focus is to ensure we have a growing, engaged, and united membership including a skilled, diverse, and productive workforce for now and the future. Our team plays a key role in helping to retain and recruit members and develop high-quality member benefits and services.
Benefits and services include training courses and conferences, topical member forums, advice and support on topics including employment relations, human resources, risk & sustainability. We actively engage with members regularly and build relationships to nurture member insights and activities.
You will be the main point of contact for membership inquiries for SOLT & UK Theatre, providing responsive support to members, and assisting all membership management and engagement processes. You will also play a key role in supporting member-related training & events activities and provide administrative support to the Membership Services team, dealing with inquiries in an efficient, accurate, and timely manner.
Responsibilities
- Overseeing member inquiries, acting as the primary Gateway & membership “triage” for the team. You will delegate or support the activity/project to the relevant lead in the Membership Services Team and monitor its progress until completion.
- Managing the “members” inbox and responding to member and stakeholder queries where appropriate.
- Ensuring the “membership area” on the website contains all key toolkits & information. Reviewing the use of member services tools & resources reporting trends to relevant Team Managers
- Administrating member training courses, conferences, forums, and member events programs, providing hands-on support for all activities. Using Eventbrite for training courses and Apps for conferences, and overseeing booking queries and in-house event set-up.
- Carrying out the extensive organization & administration (agendas, minutes, scheduling, briefing documents) of meetings, member visits, and working groups.
- Supporting the evaluation of our member offer in conjunction with the Engagement Team to target member needs. Supporting promotional work to increase members' accessing services
- Acting as a ‘super user’ on the CRM, tracking databases, and website CMS (Content Management System), training and supporting other staff when necessary
- Maintaining the Membership Directory and contacts database for SOLT and UK Theatre
- Ensuring a standardized approach to administration across the organization in conjunction with the CEO and Executive Team Manager
- Managing travel arrangements, carrying out filing and archiving, and undertaking all other general administrative duties for the smooth running of the Membership Services Team.
- Engaged member of the cross-departmental coordinator team, providing administrative cover and support at all times, this includes updating the CRM and company websites and covering TKTS shifts when required
- Attend press nights where appropriate and take advantage of trade tickets when offered
- Undertake any other duties as reasonably required
- This role may include some work on evenings and weekends, as required by your line manager and directed by the Events team
Skills, Competencies & Experience
Skills, Technical & Knowledge:
- Excellent customer service skills, with a desire to provide all members with a high-quality experience
- Exceptional verbal and written communication skills
- Strong interpersonal skills, able to work collaboratively with colleagues and stakeholders
- Excellent time management and prioritization skills, able to work independently to deadlines, with great attention to detail
- Advanced Microsoft Office skills (including Sharepoint, Outlook, Word, Excel, Powerpoint)
- Experience in assisting in the delivery of events
- Understanding and commitment to equality, diversity and inclusion
- Experience working in a member organization
- Broad understanding of the theatre industry
Required Qualifications
- Undergraduate Degree
Compensation & Benefits
- 25 day's Annual Leave
- Rising to 5 years 27 days
Working locations
- Hybrid model, working in the London office and remotely
How to apply
- Send an email to [email protected] with a CV and a cover letter, Full Name, and with the subject line "Member Services Coordinator" by Thursday 2nd January 2025 at 10 AM.
Interviews
- Shortlisted candidates will be contacted for an interview.
Policies
- We are committed to putting diversity, equity, and inclusion at the heart of everything we do. We do this through recruiting from the widest spectrum of channels, constantly reviewing our policies and procedures to ensure they are fit for purpose, and giving all our staff a voice. Our mission to produce a skilled, diverse, and productive workforce for now and the future is crucial to our success as an organization.