Posted 28 June 2019 –
Location
London England

This role is responsible for identifying prospects, nurturing leads and driving member acquisition to achieve the CQI’s membership growth targets. A key part of this role also involves delivering excellent customer service to prospects and applicants, and effectively managing the day-to-day operations of the New Member Team. 

Reports to: Membership Manager  
Direct reports: Three New Member Advisers 
Based: CQI office, Chancery Lane London
Contract: Permanent, Monday to Friday full-time (35 hours/ week)

Key responsibilities

A key part of this role also involves delivering excellent customer service to prospects and applicants, and effectively managing the day-to-day operations of the New Member Team. 

Customer Service 

  • Working with the Membership Manager to implement the CQI and IRCA acquisition strategies
  • Working with the Membership Manager to align CQI and IRCA membership processes
  • Ensuring that the joining and applications processes are efficient and effective
  • Handling customer queries and resolving any queries escalated from the team
  • Ensuring all enquiries are handled within 24 hours
  • Maintaining and continually developing a good knowledge of CQI and IRCA products

Support and outreach

  •  Working closely with the Marketing Team to ensure the effective promotion of CQI and IRCA membership
  • Identifying and pursuing opportunities to engage with businesses and grow membership. Specifically, to increase the number of:
    • Organisations Employing Auditors (OEAs) that engage with the CQI
    • OEA auditors applying for IRCA membership
    • Professionals applying for membership within Corporate Partner companies
    • Target organisations with significant numbers of quality professionals
  • Representing the CQI and speaking at external events (including evening and weekend working as required)
  • Providing proactive support and guidance to prospects and applicants
  • Maximising the conversion of applicants to paid applicants, and of offers to new subscriptions
  • Owning the ‘recommend a colleague’ process

Team management

  • Managing the day-to-day operations of the New Member Team
  • Monitoring the team’s performance against targets
  • Line managing all New Member Advisers, including leave and sickness absence
  • Under the guidance and support of the Membership Manager, managing the team’s development through effective Professional Development Reviews (PDRs) and coaching methods
  • Organising inductions and providing training to new staff within the team
  • Providing feedback to the Membership Manager and escalating any perceived performance concerns or other management issues
  • Leading by example, working as part of a results-oriented team and being a visible and motivating presence for the department as a whole

Other responsibilities

  • Working collaboratively and effectively with colleagues across the organisation on cross-functional projects and business planning
  • Working with the wider Membership Team and/or office staff to achieve the CQI’s core strategic objectives
  • Maintaining and continually developing a detailed understanding of ISO standards, CQI and IRCA criteria
  • Undertaking testing of system and/or process developments as required
  • Any other activities as directed by the Membership Manager, within reason

Key skills required

  • Proven experience of managing a team and leading the delivery of key business functions and projects
  • Proven experience of customer growth and/or member acquisition, and the ability to identify and pursue opportunities to increase CQI and IRCA membership, working to targets to achieve organisational goals
  • Proven experience of customer services handling, management and staff training
  • A ‘can do’ attitude and the ability to embrace opportunities and change
  • Excellent presentation skills
  • Excellent written and verbal communications skills with the ability to speak in a clear and compelling way, to give engaging presentations, and to write correct and concise English that is accessible to all audiences
  • Strong organisational skills with attention to detail
  • Reliability and punctuality with the ability to prioritise and work under pressure
  • Ability to work on own initiative as well as part of a team, with a collaborative and inclusive approach to work
  • Commitment to taking ownership and accountability of work and people
  • Drive and desire to continually seek improvement and results and to ensure the highest standard
  • Ability to think pragmatically and seek solutions within the parameters of processes
  • Confident working knowledge of MS Office (Word, Outlook and Excel) and extensive experience of working with CRM databases

 

Apply for this role

Please send your CV and a brief cover letter explaining why you are interested in the role and how you meet the skills and experience required to membershipcareers@quality.org, or for more information please call our HR team on 0207 245 8592.