Key Responsibilities

• Manage the charities CRM database, working with new and existing members to effectively collate, monitor, and evaluate data, and ensure effective communication with all participants.
• Assist in ensuring all members have the best possible customer experience.
• Liaise with group leaders to ensure the accuracy of data.
• Compile and maintain a database of prospects, liaise with group leaders to ensure data held is correct and current.
• Maintain Spond app to manage the daily transitions of members and update the CRM accordingly.
• Liaise between departments to ensure the effective tracking and monitoring of leads and prospects, ensuring smooth conversions and assisting recruitment targets.
• Communicate effectively with members in dealing with enquiries.
• Manage the data collection and handling of all events and merchandise, liaise with stakeholders and membership as needed.

Expected Experience:

• Experience working with customer relationship management programs such as Salesforce
• Computer literate, including the full range of MS Office packages and experience managing databases
• Knowledge and understanding of back to work practices, engagement, and application
• Experience of delivering advice and support with the ability to interpret complex information in a simple format
• Strong organisational and time management skills
• Good written and oral communication skills including the ability to write meaningful and succinct reports and undertake presentation tasks when required
• Good interpersonal skills with the ability to communicate effectively with a wide range of people
• A calm, professional and positive approach with a focus on customer service delivery and quality
• A collaborative approach
• A flexible, creative and solution-focused approach

Desired Experience:

• A background in community engagement and/or development
• Experience of social media communication including Twitter, Facebook, Teams/Zoom

Expectations:

Work will take place largely at our offices in West Bromwich, with some work taking place in the community. Flexible approaches and some home working will be considered on request.

The role may be required to work some evenings and weekends, by agreement with our Community Engagement Recruitment Manager.


Special Requirements:

• An enhanced DBS check will be required.
• Normal office hours are 9am-5pm, but there will be occasional requirements to work outside of this timeframe, as agreed with the Community Engagement Recruitment Manager