Overview
British Rowing is the national governing body for the sport of rowing and the GB Rowing Team. Our mission is to lead, enable and inspire excellence in rowing at all levels. Our vision, through rowing, is to promote the positive impact of sport by providing an enjoyable experience for all participants while upholding our position as a leading rowing nation.
Job Purpose
The main purpose of this role is to improve our members’ experience of British Rowing by focusing on the customer support that we provide to members, and the interactions that they have with the organisation across all our touchpoints. The role includes both hands-on and strategic elements, in that you will be providing day-to-day support to our members and using that experience to improve our membership satisfaction and retention. This role sits within our Membership Services team and reports to the Head of Membership Services.
Responsibilities
Membership Engagement
• Take the lead in ensuring that our new and existing customers have the best possible experience as a British Rowing member.
• Work with the Membership Support & Operations Officer to identify improvements to member support via our key channels: telephone, email and online.
• Plan, measure the performance of, and optimise our communications to members, including monthly membership updates and all renewal emails.
• Work with the Marketing & Communications team to review and update membership website content, and track its performance.
• Work with the Marketing & Communications team to plan and develop promotional membership content for Rowing and Regatta magazine.
• Manage the suite of British Rowing member benefits and ensure that all membership types have access to these.
Customer Support
● Be the second line of support for members’ telephone calls, resolving their query in a friendly and timely manner.
● Be the second line of support for all members’ emails and other written enquiries, ensuring a high quality response with a minimal resolution time.
● Manage all administration and communications regarding British Rowing’s annual safety audit, EA boat registrations and respond to any queries.
● Work with and support senior volunteers in key British Rowing committees as required.
Other
• Provide short term and holiday cover for other functions in the Membership Services team.
• Support British Rowing in the delivery of its’ strategic plan and ensure all stakeholders have the best experience of British Rowing.
This job specification is not to be regarded as exclusive or exhaustive. It is intended as an outline indication of the areas of activity and will be amended in the light of the changing needs of the organisation.
Person Specification
Essential:
● A detail-orientated person with excellent written customer service skills, as well as a confident and friendly telephone manner.
● Highly motivated with a can-do attitude and willingness to take on new challenges.
● An innovative mindset and an ability to challenge the status quo.
● Ability to deal efficiently and calmly with high volumes of work at peak times.
● Ability to integrate into a dedicated, hard-working, supportive and friendly team.
● Flexibility and a willingness to undertake a wide range of duties.
● Comfortable working with technology, especially standard office systems.
Desirable:
● Knowledge and/or, a passion, for the sport of rowing.
● Experience of working within sport at some level, a national governing body, sports league, sports brand or similar, either professionally or as a volunteer.
● Experience in working with other Customer Relationship Management systems and understanding best practice with User Experience (UX).
● Experience in communications or content marketing.
Additional Information
Standard British Rowing working hours are 9:00 to 17:00 although flexibility will be required at busy times to ensure core objectives are achieved.
Due to the requirements of our internal systems this role will be office-based with only occasional opportunities to work off-site.
How to apply
If you are interested in the role, please email your CV and portfolio alongside a covering letter to Head if Membership Services at Emily.Carter@britishrowing.org.
No CV’s from agencies please.