MEMBERSHIP SUBSCRIPTIONS OFFICER

JOB DESCRIPTION AND PERSON

SPECIFICATION
Job description

1. Job details
Job Title: Membership Subscriptions Officer

Responsible to: Senior Membership Officer

Department/Team: Enterprise and Development / Membership and Enterprise

2. Job purpose
• Run monthly renewals for all members through NCVO’s Customer Relationship
database
• Monitor membership income and produce monthly reports to track income against
the forecasts and identify trends
• Ensure members are invoiced and pay in a timely manner so the membership target
of nearly £1,000,000 is met

3. Dimensions
• Responsible for chasing aged debt to ensure income targets met
• Operational responsibility for ensuring all members both new and renewing are
invoiced and identifying any shortfalls in income
• Regular contact with members and non-members discussing their needs and identifying
how membership can be of value to them

4. Organisation chart
Head of
Membership &
Enterprise

Senior Capability Team

Enterprise
Membership Building Assistant
Relationships
Officer Programmes
Manager
Manager
Membership
Assistant Training Events Enterprise
Manager Manager Relationships
Officer
This role:
Membership
Subscriptions Training
Officer Assistant
Job description

5. Main accountabilities of the post

Undertake the financial aspects of membership administration (including the voluntary,
international, public and corporate memberships):

• Run monthly renewal workflows, identifying and capturing any anomalies

• Dispatch monthly renewal letters and invoices
• Ensure membership payments are reflected correctly on NCVO’s Customer Relationship
management (CRM) system
• Resolve queries from members on subscription and payment issues
• Produce credit notes and refunds resulting from resignations and queries from
members
• Process band changes to ensure members are invoiced for the correct membership fee
• Run renewal audits to ensure good membership management

Build strong relationships with members

• Respond to member enquiries via email and phone and occasionally face to face
• Identify opportunities to strengthen the messaging in monthly renewal packs

Be responsible for aged debt

• Work with NCVO’s finance team to ensure payment by direct debits are scheduled
correctly and any bounced direct debits are followed up and don’t fall into aged debt
• Manage aged debt levels by being in regular contact with members via email, phone
and letter
• Negotiate with members where appropriate about outstanding invoices and make
decisions on whether to write off and raise credit notes
• Produce monthly aged debt reports for Senior Membership Officer and Senior
Management Team

Work with the Finance team, Head of Membership and Enterprise, Senior Membership Officer
and other colleagues on other areas, such as income projections:

• Develop and maintain reports to measure new members and resignations against
income predictions
• To calculate and report on membership income predictions and shortfalls
• To raise invoices for income related to Business Development ventures
• To raise ad-hoc invoices and purchase orders for the team when required
• Manage all work related contacts and projects on NCVO’s CRM system
Job description

6. Work context
Each day, millions of people make a difference to the causes they believe in through voluntary
organisations and volunteering. This thriving voluntary sector and volunteer movement are
essential for a better society – especially in times of challenge and change.

That’s why, inspired and empowered by our 14,400 members, NCVO champions the voluntary
sector and volunteering. We do this by connecting, representing and supporting voluntary
organisations, from the smallest community groups to the largest charities.

The post is located at NCVO’s London office.

The Enterprise and Development Department is led by the Director of Enterprise and
Development and is of one of three departments at NCVO. It comprises of the following:

Membership and Enterprise team;

NCVO Charities Evaluation Services team;

NCVO Excellence (Quality Standards) team;

NCVO Marketing team

The membership and enterprise team’s objective is to strengthen the voluntary sector and help
connect people and organisations through the provision of membership, training, events and a
portfolio of trusted supplier and partnership relationships that meet identified need and
contribute to the financial sustainability of NCVO.

The department’s objective is to help improve the performance, sustainability and contribution
of voluntary organisations. It achieves this by generating sustainable income, maintaining and
developing membership services and marketing. The department is also dedicated to providing
high quality consultancy, support and advice, training, events, business development and
collaborative ventures which meet customer needs and improve the effectiveness of both
members and non-members.

The other departments are: Public Policy & Volunteering, and Planning & Resources

7. Autonomy and decision-making

• Authorised to order office items and promotional items within NCVO’s financial controls
• Authorised to supervise temporary agency workers
• Liaise with a full range of internal and external partners
Job description

8. Communications
The post holder communicates both internally and externally with a wide range of people and
organisations.

Internal
• Regular contact with the Finance Team on systems and processes
• Collaborate with the Senior Membership Officer to maintain and improve the experience
of NCVO’s members
• Work alongside the Senior Membership Officer on income forecasting target analysis

External
• Extensive liaison with NCVO members regarding their membership subscriptions,
renewals and finance related enquiries
• Responding to potential new members who are interested in joining and current
members who are thinking about lapsing their membership

9. Main areas of difficulty

• Maintaining acceptable levels of aged debt
• Ensuring renewals are done in a timely manner and Direct Debit payers receive
notification within legal requirements

10. Essential knowledge and skills required

Knowledge
1. Educated to A level or equivalent administrative experience
2. Knowledge of membership administration
3. Knowledge of the voluntary sector

Skills
4. Excellent written and verbal communications skills, communicating effectively with a
wide range of customers
5. Excellent administrator with a thorough approach and attention to detail
6. Act on own initiative and plan and manage workloads
7. Numerate and able to produce, understand and analyse financial data
8. Proficient in Excel and comfortable with Outlook and Word
9. Excellent database skills
Job description

Experience
10. Experience of financial and accounting procedures including Direct Debits processes
11. Experience of presenting and interpreting financial data
12. Experience of using an organisational database, including collecting and analysing data
and running reports
13. Experience of working in a customer service team
14. Experience of using influencing/negotiation skills

11. General information

To, at all times, adhere to NCVO’s policies on:

• Equal Opportunities
• Diversity and Dignity at Work
• Health and Safety
• Confidentiality
• No Smoking
• Environment and Sustainability