Posted 28 June 2019 –
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, or for more information please call our HR team on 0207 245 8592.