Team Leader (Retention) Grade 3

AAT is a registered charity. No. 1050724

Job description Job title:

Team Leader (Retention)

Division:

Membership Journey Team

Date:

March 2014

Reporting to:

Team Manager (Retention)

Responsible for:

4x Membership Advisors

Main contacts:

Internal: all AAT divisions. External: student, affiliate, full, and fellow members, Council members, external suppliers, Training Providers, employers.

Major objectives To contribute towards the achievement of AAT’s value chain targets, focusing particularly on the Deepening and Fulfilment strands to support the efficiency and effectiveness of the Membership Journey Team (MJT) by:  enabling AAT to better understand customer profiles and behaviour  ensuring the day to day operational function of Retention is met and undertaken effectively and efficiently  provide an excellent service to both internal and external customers, communicating effectively and courteously, and providing information and advice on matters relating to the Retention function and process  retaining and engaging AAT students, affiliates, full and fellow members by actively encouraging either progression to the next level or retention of their membership at a level that meets their current career requirements  promoting life membership and the benefits to the individual members of an ongoing relationship with AAT throughout their AAT journey and career. Responsibilities 

Ensure that the Retention function delivers effectively against AAT’s Business plan objectives and value chain targets, by supporting the Team Manager (Retention), in following the team plan and individual objectives that lead to an increase in engagement levels, progression and retention amongst all stakeholders.

Team leadership 

Contribute to the achievement of the team’s objectives and targets, and in particular, those in place for the retention of AAT members.



Be responsible for the line management of four Membership Advisors, including planning, allocation of workload on a day to day basis and the provision of support and guidance.



Carry out, annual and mid-year appraisals and regular 1-2-1 meetings with direct reports, incorporating the evaluation of learning and development needs.



Proactively identify areas of work that can be streamlined and developed to ensure the objectives of the team are achieved.



Identify team projects which will further develop and review the membership renewal policies, procedures and communications to ensure they continue to meet AAT’s business objectives.



Work collaboratively with the other coordinators and team leaders across MJT to ensure that the operational aspects of the team run smoothly and that the workload is shared appropriately amongst the wider team throughout the year.



Organise and manage the work of temporary staff in relation to the Retention function as and when required.



Assist with the recruitment and training of staff within the function.



Seek out and maintain a level of relevant, up to date knowledge about AAT’s membership journey and provide contingency support in other areas of MJT as and when required.



Assist the Team Manager (Retention) in the preparation and monitoring of the Retention budget.



Deputise or cover for the Team Manager (Retention) as and when required.

Operational 

Be responsible for the timely consideration and processing of applications for financial assistance and life membership, ensuring any decisions reached are made in line with the relevant policy.

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Be responsible for the timely processing of all incoming resignation requests, membership fee payments and late renewal fees.



Be responsible for the operation of the Direct Debit payment facility and for the promotion of this payment method to members.



Monitor and report on payment and application trends, gathering insight from all renewal activities and ensuring that any emerging trends are identified and communicated across MJT and across the wider organisation.



Keep under review the operational processes and to develop these processes in order to ensure the quality and accuracy of the work of the Retention function remains efficient and effective.



Provide statistical information and review key messages in communications to members and to help inform business decisions and project developments.



Identify, develop and implement future opportunities for payment options and renewal strategies in order to improve AAT membership retention rates.



Have a working knowledge of the renewal systems in order to provide support with the operation of the renewal process for the collection of membership fees across all membership levels and via all payment methods, in consultation with the Membership Coordinator (Retention).



Be responsible for the operation of AAT credit control procedures with specific reference to those in place for the collection of outstanding fees.



Authorise refunds and financial adjustments as and when required, in line with the AAT retention and refund policies.

Communication 

Achieve excellent and consistent customer satisfaction results for all renewal-related enquiries.



Ensure the effective response to second resolution calls associated with the renewal process that are escalated from the Contact Centre.



Respond to and act on those enquiries that are escalated from second resolution and recognise and refer sensitive issues relating to the payment of fees to the Team Manager (Retention) when necessary.



Be responsible for the segmentation of the membership audience and to ensure that we communicate the right messages to these segments in conjunction with the Communications function and Brand Communications teams.



Be responsible for in and outbound calls for lapsing members with a view to encourage retention of membership or gain insight as to why members choose to leave AAT and communicate this insight across MJT and the wider organisation.



Contribute to the provision of an excellent service to internal and external customers by ensuring the prompt, efficient and accurate handling of all enquiries.

Data systems 

Keep under review the IT and web functionality and proactively communicate ideas for development and further streamlining of processes and procedures in relation to the remit of the Retention function, driving efficiencies through the introduction of automation and life cycle renewal communications.



Ensure the effective testing of all developments and improvements to the database and online systems in relation to the remit of the Retention function. Report any issues, diagnose and problem solve as appropriate with a focus on the increase of automation and streamlining of the financial application process.

Customer centricity 

Develop friendly, positive and supportive relationships with external and internal customers, and to provide them with excellent service.



Actively to learn from customer feedback, comments and suggestions, including complaints, to review and improve existing processes, and by doing so to anticipate other customers’ needs. To communicate this knowledge to relevant colleagues.



Meet and exceed teams’ customer service standards.



Understand situations from the customers’ perspective so that appropriate and relevant solutions can be identified.

Corporate social responsibility 

Apply the principles of the CSR policy in your daily role, particularly reduce-reuse-recycle.



Adhere to AAT’s responsible business practices, such as high standards of governance, raising employment standards for employees and forming trade and community partnerships with appropriate organisations.

General 

Carry out any other duties as may reasonably be requested by the line manager.



Work in such a way as to minimise the risks to the information technology environment safely, securely and confidently.



Have regard for your own actions and those of others in the interests of safety.



Contribute to the tidiness of the office.

This job description does not form part of your contract of employment.

Person specification Area

Description

Essential or desirable

Knowledge

Microsoft packages – Word, PowerPoint, Excel.

E

Use of email via Outlook.

D

Use of internet.

E

Direct debit management.

D

Supervisory and line management skills.

E

Forward planning and development.

E

Excellent verbal and written communication.

E

Excellent listening skills.

E

Excellent organisational and time management skills.

E

Good analytical skills.

E

Ability to motivate team and individuals.

E

Ability to stimulate and develop new ideas.

E

Customer centricity – strong customer focus both internal and external.

E

Ability to organise with attention to detail.

E

Ability to work on own initiative and as part of a team.

E

Ability to meet deadlines.

E

Ability to pass on clear information to others.

E

Ability to take ownership and responsibility.

E

Innovative approach to problem solving.

E

Influencing and persuading.

E

Supervisory and line management experience.

E

Customer service provision.

E

Email management and development.

E

Administration experience.

D

Microsoft CRM Dynamics.

D

Education

A Level or equivalent.

E

Personal qualities

‘Can do’ attitude, upbeat and positive approach.

E

Proactive.

E

Commitment and dedication.

E

Organised.

E

Punctual and reliable.

E

Flexible.

E

Professional approach to work and dealing with customers.

E

Skills

Aptitude

Experience

Summary terms and conditions Salary:

up to £32,000 per annum (depending on skills and experience).

Working hours:

35 hours per week.

Annual leave:

25 days and statutory bank holidays plus two discretionary days for Christmas (office shuts between Christmas and New Year).

Flexi time:

we operate a flexible working system

Life assurance:

four times annual salary.

PHI:

income protection is offered subject to terms of the policy.

Other:

company sick pay scheme season ticket loan after completion of probationary period enhanced maternity, paternity and dependency leave provisions subsidised social events.

Location:

140 Aldersgate St, London, EC1A 4HY

Notes:

this post will be subject to background checks. A full statement of the main terms and conditions of employment will be supplied with any formal offer of employment. The above information may be helpful to applicants as a guide but should not be treated as a substitute for a full contract.

Our vision To put AAT at the heart of every business.

Our overall aim To make AAT essential for people, businesses and organisations. To achieve our overall aim, we will:  grow – expanding our core membership by increasing recognition, creating demand, and maintaining a strong and valued relationship with members  innovate – embrace the possibilities of change and development to be ahead of the game  diversify – attracting people beyond our core membership, with new AAT products and services  stay financially secure – managing our resources efficiently and effectively and investing wisely to continue to develop and progress. In pursuing these actions we will remain a customer driven organisation which adds value by understanding and exceeding our customers’ and stakeholders’ expectations and needs. We are committed to the highest standards of quality delivered by a focused and motivated team, strengthening AAT’s reputation and brand, within a framework of best practice in corporate governance. AAT has made a commitment to operate in a sustainable way with respect for the environment and to exceed the legal minimum requirements for corporate social responsibility.

How to apply To apply for this hot opportunity please send a CV and covering letter to [email protected]

Closing date: 3 April 2014 – 17:00 HR contact details t: 020 7397 3000 (answerphone) e: [email protected] w: aat.org.uk/careers