Membership Officer

Position Summary

Role: Membership Officer
Location: Dublin & Remote

Reports To: Director of Finance & Operations

Key Relationships:
External – Members and prospective Members
Internal – Finance & Operations Team / Programme & Members Team / other colleagues as necessary

Work Pattern:
Full-Time (36 hours – 5 days a week) or Part-time (30 hours – Monday to Thursday)
Hybrid Arrangement: 1 or more days in the office per week
Nature of Position: Fixed Term – 12 months. Further detail on whether this contract may be extended will be known in summer 2027.
Level | Salary Band: Officer | €36,000 to €48,100*

* The annual gross salary for this role is expected to be initially in the first quartile of the range indicated but may be placed based on the experience of the candidate.

Role Purpose

This role is a key interface with members ensuring that their administration is carried out effectively and efficiently. As a first point of contact for members the person in the role coordinates and effects member applications and renewals, answers first line queries, and compiles reports. The role supports the compliance function through identifying associated risks and implementing recommended changes to policies.  

The ideal candidate will be a professional with customer support experience, is analytical, and possesses the relevant skills to work with databases such as Salesforce. They will be motivated to ensure a smooth and frictionless member experience and that transactions follow all relevant legal and internal guidelines. 

Key Responsibilities

Membership Recruitment, Support, and Renewal

·       Act as a first point of contact for member enquiries and support requests on inbound and outbound calls.

·       Support the recruitment of new members across charities, community organisations, social enterprises and individual members.

·       Manage end-to-end membership applications, renewals and membership enquiries.

·       Carry out invoicing, and support finance and related administrative processes.

Database Maintenance and Information Integrity

·       Maintain accurate membership records, CRM data and reporting systems.

·       Comply with GDPR and Data Compliance policies.

·       Participate in the organisation’s Salesforce progression project

Reporting and Member Sentiment

·       Monitor renewal activity and implement retention initiatives to maximise member satisfaction and renewal rates.

·       Gather member feedback and identify opportunities to enhance the member experience.

·       Support the production of membership reports, case studies and member success stories.

·       Track membership growth, engagement and retention metrics.

Compliance

·       Identify risks in the member administration area.

·       Implement, review and recommend changes to policies.  

Person Specification

Skills Required

·       Strong customer service and relationship management abilities

·       Highly organised with strong attention to detail

·       Ability to manage multiple priorities and deadlines

·       Proficiency in Microsoft Office

·       Proficiency in CRM systems

·       Ability to work independently and collaboratively

Experience

·       Essential

o   Two years' experience in membership services, stakeholder engagement, customer service, community development, administration or a related role

o   Experience managing databases, CRM systems and administrative processes. Salesforce experience highly desirable

·       Desirable

o   Experience working in the charity, community, voluntary or social enterprise sector

o   Experience with digital communications and email marketing

Education

·       Desirable but not essential

o   Certificate, Diploma or Technician qualification in a related business area

Key Behavioural Competencies

The Wheel uses a Behavioural Competency Framework as a key cornerstone of its performance management processes. The priority behavioural competences identified for this role are:   

·       Collaborative Working: Co-operates with others and participates outside of own work area, seeks to understand fully the work of the organisation, willingly offers support where needed. Creates a friendly work environment where any conflicts can be resolved amicably. 

·       Open Communications: Listens attentively, speaks clearly and to the point, and responds positively to questions. Uses relevant building/linking to improve on what has been said. 

·       Positivity: Displays an affirming outlook and ensures that commitments are kept.  Tackles difficulties with good humour and purpose, willing to give time and energy to completing work. 

·       Adaptability: Understands, accepts and adapts to change quickly, finding new ways of working while continuing to be productive and effective; Responds with enthusiasm & communicates clearly.   

General Role Information

Work Location

The Wheel’s office is located in Dublin 2.

The Wheel is currently working a Hybrid Working Pilot and hybrid working is available to all employees. With this role, there will be a requirement to work from the office regularly, at least once per week subject to the needs of the organisation. This requirement to be in the office will be higher by necessity during probation.

In general, this role requires the post holder to attend in-person meetings in Dublin and elsewhere on a regular basis. The role may require participation in meetings which can occur in the evenings and on weekends. Travel outside of the office is reimbursed according to our expenses policy.

The Package

In addition to the annual gross salary for this role The Wheel also offers the following benefits:

·       A 6% employers' contribution to a company contributory pension scheme (subject to a mandatory 4% employee contribution)

·       Annual Leave of 25 days (prorated as necessary)

·       Closure of the office on Good Friday, Christmas Eve and the Christmas / New Year period which comes additional to annual leave entitlement

·       Death in Service benefit of four times salary

·       Further Education / Training investment programme

·       Professional subscriptions (as required by the role)

·       Travel (bike-to-work schemes/tax saver commuter tickets)

A complete list of all the terms and conditions will be made available to the candidate offered the role through The Wheel’s Staff Handbook.This is where you talk about the role. Tell a story about what your new team member will do in this role. Talk about who they'll work with and what sort of workflow they'll be using. Focus on the outcomes and impact of the work they'll do, and not too much on specific tasks. Let the candidates know in what way they'll have an impact on your company and customers. Get them excited for the role!