MA0320 - Membership Assistant

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Posted: 11/03/2020 15:13
Start Date: Not Available
Salary: £22,500 per annum
Location: Piccadilly, London
Level: N/A
Deadline: 25/03/2020 23:59
Hours: 40.00
Benefits: Generous company pension and other attractive benefits
Job Type: Temporary

About the Royal Academy of Arts

The Royal Academy of Arts (RA) is one of the UK’s foremost arts institutions. We are best known for our world-class programme of exhibitions, including David Hockney RA: A Bigger Picture, Anselm Kiefer, Ai Weiwei, Antony Gormley and our current Picasso and Paper.

This is a particularly exciting time in our history. Sir David Chipperfield CBE RA’s masterplan for the redevelopment of our 2.5-acre campus in Mayfair has now been realised, uniting our two buildings and providing Burlington Gardens with refurbished galleries, a state-of-the-art auditorium, new public spaces and a dedicated collections gallery. The General Assembly of Royal Academicians elected Rebecca Salter as their new President in December 2019, the first woman to hold that office in our 251-year history.

We are an innovative and forward-looking organisation, yet we’re also immensely proud and respectful of our heritage. Our mission is to be a clear, strong voice for art and artists, and we are leaders in exhibiting, creating and debating the visual arts and architecture.

 

About this position

Visitors, members and supporters are the lifeblood of the Royal Academy. The Friends of the Royal Academy is one of the largest schemes of its kind; with nearly 98,000 members. Its continued success and growth are essential for the Royal Academy to operate and fulfil its vision to be a clear, strong voice for art and artists. As well as the Friends scheme, the Royal Academy has many other loyalty membership schemes including RA250 Friends and RA250 Supporters and membership to the Academicians’ Room.

This role demands the best in the business to support the Senior Loyalty Manager and the wider Loyalty and Friends Team by assisting in the retention, engagement and recruitment of existing and new audiences to our loyalty suite of products. This role is highly varied and will see you provide exceptional customer service when processing new membership applications, answering queries of existing members, managing guest lists for events, and assist at cultivation events from a marketing perspective.

Please note, this is an initial 12-month fixed-term contract. You will be required to work 40 hours per week a 7-day roster, with working hours operating between 10:00 – 20:00.

 

About you

To be successful in this role you would possess great customer service and interpersonal skill, with the ability to display patience, tact and confidence while acting as a friendly point of contact to members both over the phone and in person. You will have a keen eye for detail and a methodical approach to administrative duties. Previous experience in telephone or face-to-face sales would be highly advantageous.

 

What benefits do we offer?

  • We offer a very generous pension scheme, contributing up to 10% of your salary into a defined contribution scheme. 
  • In addition to 25 days’ holiday and 8 public holidays each year, we close between Christmas Eve and New Year, allowing staff further paid leave.
  • We encourage staff to attend free History of Art and life drawing classes on site. We also have a staff choir, staff gallery and running and craft clubs.
  • Best of all, we have reciprocal agreements with many leading museums and art galleries in London and New York, enabling you to enter for free with your staff pass.

 

How to apply
To apply for this position, candidates must complete an application form. For further information about this role, and to find our application form, visit our website at: www.royalacademy.org.uk/careers


Closing date for applications:         25 March 2020 (midnight)

In light of recent developments with COVID-19 we are unable to confirm final dates for interviews at this stage. If you are interested in this role, we recommend completing our application process and we will be in touch with further developments in due course.

 

 

JOB DESCRIPTION

JOB TITLE:                Membership Assistant (Loyalty & Partnerships) 

DEPARTMENT:         Marketing and Audiences

REPORTS TO:           Senior Loyalty Manager

_________________________________________________________________________

MAIN OBJECTIVE

  • Give a welcoming, efficient, knowledgeable and customer focused service, promoting the Royal Academy of Arts and loyalty membership programme including Friends memberships, RA250 memberships and membership to the Academicians’ Room to both current and potential new members.  This would also include new loyalty membership products where applicable.
  • Support the wider Loyalty Membership Team to achieve Weekly; Quarterly and Annual targets for retention and acquisition across all membership schemes ensuring high engagement with existing and new members.
  • Assist in the growth of all loyalty membership schemes through all sales channels including the telephone, in person, in writing and via onsite face to face acquisition.

 

MAIN DUTIES

  • Providing exceptional customer service via face-to-face and telephone interactions, including the ability to assist all members and prospective members in a helpful, courteous and confident manner.
  • Provide membership packs, explain benefits, application procedures and answer queries. Ensure efficient follow up from sales enquires for all loyalty suite of products.
  • Receive and process membership application requests – by telephone, online, letter and email and in person.  Verify details, process information and manage payment methods – input details into the membership database, update records and liaise with Finance team.
  • Answer a range of enquiries by telephone including membership application process, payments and additional membership enquiries and confidently be able to liaise on other RA products.
  • Promptly reply to written complaints and other correspondence, record complaint topics and volumes, and help to develop a range of standard replies for recurring issues.
  • As required, provide support to the Loyalty Finance team; including processing Gift Aid, setting up new Direct Debit instructions and processing amendments and cancellations, corresponding with members where Direct Debit or credit card payments have been rejected.
  • Work closely with the Ticketing and Events team to manage guest lists for events including member programming and cultivation events and attend on occasion.
  • Assist in member programming and cultivation events from a marketing perspective.
  • Assist and support on occasion other front of house duties like ticketing and visitor services.
  • Undertake any other duty which may reasonably be allocated by the, Senior Loyalty Manager, Head of Loyalty and Partnerships, Head of Visitor & Friends Experience or other senior officers.
  • Ensure that Health and Safety policies, procedures and regulations are known, understood and complied with by you, the team and all others who work with the team.
  • Be an ambassador for the Royal Academy, our Friends and Visitors at all times.

 

PERSON SPECIFICATION

EXPERIENCE, SKILLS AND PERSONAL QUALITIES REQUIRED

  • Excellent communication skills: patience, tact, confident manner, good listening skills, articulate, quick-thinking.
  • Ability to encourage interest in all Loyalty memberships and to explain benefit details in order to achieve set targets for recruitment of new members.
  • Previous experience of face to face recruitment and telephone sales and providing excellence in customer service in a demanding and target driven environment.
  • Excellent command of English, written and oral communications skills: ability to answer customer enquiries to a high standard in writing, in person and on the telephone.
  • Ability and willingness to take a pro-active approach to frontline work – seeking out relevant information, suggesting different ways of working, implementing different systems. Resilient and positive attitude.
  • Good interpersonal skills: act as friendly, warm point of contact to members. Ability to relate to many different/diverse people. Enthusiastic and authentic approach to providing first class customer service.
  • Methodical with an ‘eye for detail’ for information storage and retrieval, record keeping, etc.
  • Polished and presentable with an excellent telephone manner.
  • Good team-player: willingness to work closely with colleagues in providing a high-quality of service – willingness to provide cover at short-notice, make and accept suggestions for changing working practice. Flexible, adaptable and helpful approach to work: willingness to work weekends, additional hours and assist at evening events.
  • Highly computer literate – with excellent knowledge and experience of MS Office. Experience of databases essential, use of Raiser’s Edge database would be an advantage.
  • Experience in a fast-pace customer facing role within a premium hospitality environment.
  • Have a strong understanding of membership and loyalty schemes.


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