A charity based in London are looking for a Senior Membership Systems Coordinator. The successful candidate would need to provide high level support, training and strategic problem-solving to the charity's membership system (GO) users, liaising closely with the HR and Technical Support Departments. You'll line manage the Membership Systems technical support staff team and prioritise the workload to meet organisational needs to ensure these are delivered on. You will work closely with the Data Protection Team and Volunteer Systems & Support Manager to ensure data held on all systems meets the requirements of the General Data Protection Regulations. The role is a fixed term contract until January 2023.
Key responsibilities
To motivate and line manage the membership systems technical support team and the day to-day service of the team, ensuring clear objectives are mutually set, performance monitored, and constructive feedback and support is provided and meet the customer care standards.
To undertake regular CRM Training Need Analysis for the charity's and Country & Region (C&R) CRM users, using analysis to make strategic decisions around training and change requests to the system to ensure a wide breadth of needs are met based on role, experience and the charity's strategic plan.
Design and deliver appropriate training to charity and C&R staff in using the CRM and liaising with Volunteer L&D team to ensure appropriate training to support volunteer users of GO portal.
To respond to queries and support the charity's HQ and C&R CRM users, investigate and lead colleagues to trouble-shoot issues.
To investigate complex bugs and issues raised by the Membership Systems Administrators and provide clear resolution expectations to team for responses to users.
To highlight identified bugs and issues to the Membership Systems Manager that impacts on support and service, and to work closely with the IT department to maintain and develop a system including testing system bug fixes, development, and training equipment.
To provide weekly and monthly statistical analysis of the Membership Systems team's support and plan work in response to the reports.
To oversee general support for Membership Systems including training to volunteers for use with GO, disclosures system and subscriptions system via telephone or email.
Person specification
Excellent customer care skills
Has knowledge of database structure & data management systems
Working knowledge of GDPR
Knowledge of on-line systems
A practical understanding of diversity and inclusion at work
