Member Support Apprentice

Summary

The Member Support Apprentice will be a crucial role in the Member Support Centre. Responding to incoming enquiries via phone and email alongside proactive support on member webinars.

Annual wage: £12,480 a year
Minimum wage rates (opens in new tab)
Training course: Business administrator (level 3)
Hours: Monday - Friday, 09:00 – 17:00. Minimum 30-minute unpaid lunch
37 hours a week
Possible start date: Monday 2 December
Duration: 1 year 8 months
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Answering and actioning/triaging incoming emails, calls, post and online chat from members and other stakeholders
Taking end-to-end ownership of member queries so ensuring high levels of service at all times
Processing member subscriptions, arrears, and updates and Administering membership CRM system
Monitoring incoming enquiry data in line with KPIs to ensure customer service standards are adhered to and processes/procedures are developed effectively
Assisting all other functional directorates across the institution with front-line member initiatives
Updating the website with event details
Acting as a support function on member webinars ensuring our members are supported

Where you’ll work

165-189 RAILWAY TERRACE

RUGBY

CV21 3HQ

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

WARWICKSHIRE COLLEGE

Your training course

Business administrator (level 3)

Equal to A level

Course contents

Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.

Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.

Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.

Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.

Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.

Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.

Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.

Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.

Your training plan

Level 3 Business Administrator Apprenticeship Standard:

You will receive support from an assessor to help you prepare for your End Point Assessment covering:

Knowledge
Skills
Behaviour
You will attend online masterclasses every other week for 1 day
Maths & English Level 2 (if required)

Requirements

Essential qualifications

GCSE or equivalent in:

Maths & English (grade 4/C or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Administrative skills
Team working
Initiative
Non judgemental
Patience

Other requirements

Please complete the application form in full, this includes an accurate and detailed list of your qualifications. If you do not live near the employer address, please detail how you plan to travel/commute to the role, considering available transport and journey times.

About this company

Founded in 1922, the Institution of Chemical Engineers (IChemE) is the UK-based and internationally recognised qualifying body and learned society for chemical, biochemical and process engineers. We exist to advance chemical engineering’s contribution for the benefit of society.

After this apprenticeship

Although it is not guaranteed, there is the potential for a full time role following the completion of the apprenticeship

Ask a question

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