Fixed-term | Office-based (West Bromwich)

Purpose of the Role

• To manage and maintain accurate membership data through Salesforce.
• To deliver clear, timely, and engaging communications to members and supporters.
• To provide excellent customer service—handling queries, payments, and membership issues.
• To support the wider team with administration, event preparation, and concert logistics.
• To contribute to reporting and analysis that supports strategic decision-making.

Key Responsibilities

Administration & Data Management

• Maintain and update membership data in Salesforce (training provided if required).
• Manage payments, direct debits, and reconciliations accurately.
• Provide regular reports and analysis to track membership growth and retention.
• Support office processes including filing, correspondence, and HR administration where required.

Customer Service & Communications

• Be the first point of contact for member queries (phone, email, in-person), delivering a positive and supportive experience.
• Draft and send clear, professional communications (emails, newsletters, announcements).
• Ensure information is accessible, accurate, and on-brand.
• Support marketing and engagement campaigns with copy and admin tasks.

Events & Concerts (Development Opportunity)

• Assist in planning and preparing for concerts, tours, and community events.
• Handle bookings, schedules, and logistics for performances.
• Provide on-the-day support at events—welcoming participants, assisting with front-of-house duties, and liaising with staff, volunteers, and venue teams.
• Gain hands-on experience in event delivery and arts management—developing skills that could support future career progression in communications, events, or charity management.

Skills & Experience 

Required

• Strong Excel/Google Sheets skills for data analysis and reporting.
• Excellent written and verbal communication skills.
• Experience handling customer service, including managing queries and complaints.
• Organisational skills with ability to balance multiple tasks and deadlines.
• Accuracy and attention to detail in data entry and record-keeping.
• Experience managing payments/membership systems is desirable.
• Ability to work effectively as part of a small, busy team.

Optimal

• Experience with Salesforce or other CRM systems (training available).
• Experience supporting events or concerts (planning or delivery) is an advantage.

Person Specification

• Proactive and independent – anticipates challenges and takes initiative.
• Customer-focused – delivers warm, professional, and helpful service.
• Calm problem-solver – effective under pressure, resilient with deadlines.
• Accurate yet strategic – detail-focused with awareness of wider impact.
• Collaborative and adaptable – thrives in a small team, flexible with tasks.
• Reliable and organised – manages priorities with consistency and care.
• Event-ready – enthusiastic about concerts and willing to support events.

Role Details

• Hours: Full-time, Monday to Friday, 9:30am–5:30pm (occasional evening/weekend event support required with time off in lieu).
• Location: Office-based at West Bromwich Town Hall.
• Reporting line: Reports to the Office Manager (HR & admin) while working closely with the CEO and Community Engagement & Recruitment Manager on communications, membership growth, and events.
• Contract: Full-time, fixed-term.