Membership Support Officer
Location: Remote (UK based)
Salary: £25,470 (Grade 3) per year (plus pro-rated Inner London Weighting of £3,483.94, if eligible)
Length of contract: Fixed term contract until March 2028
Hours per week: 32
Closing date: We reserve the right to adapt the advert at any time per organisational circumstances and to close this vacancy early for the role. Therefore, if you are interested, please submit your application as early as possible.
Interviews: Interviews will be scheduled on a rolling basis
Who are Women’s Aid?
Women’s Aid is the national charity working to end domestic abuse against women and children. We are a federation of just under 180 organisations which provide over 300 local lifesaving services to women and children across England. For 50 years we have campaigned on behalf of our members and survivors to shape policy and practice, and to raise awareness of domestic abuse.
Our support services, which include the Survivors’ Forum, the No Woman Turned Away Project, the Survivor’s Handbook, Love Respect (our dedicated website for young people), the national Women’s Aid Directory and our advocacy projects, help thousands of women and children every year.
Purpose of the Membership Support Officer role:
This is a key role within the Membership, Research and Evaluation team, designed to increase the engagement, loyalty, and satisfaction of members and allies through excellent service delivery. This role will engage with members and allies to support and anticipate their needs across all platforms.
The post holder will undertake continuous identification and implementation of opportunities to improve the experience of member services, improve efficiency, service delivery, and performance to enhance member and ally experience.
This role will also be central in supporting the National Quality Standards accreditation process through embedding processes, gathering feedback and scheduling key activities across multiple calendars.
Key duties and responsibilities of the Membership Support Officer:
- Set up and maintain office administrative systems, processes, operating procedures, and files to ensure relevant information on members and allies is kept up to date, is accurate, meets deadlines and is accessible to relevant team members.
- Supporting the review of procedures relating to members and the creation of associated process documentation for Women’s Aid policy and procedures.
- Supporting the development of documentation and information to share with new and existing members relating to their membership/allyship, benefits and induction into Women’s Aid.
- Maintenance of information on the CRM and website relating to Women’s Aid member and ally services including ensuring relevant distribution lists and groups are accurate.
- Be a central point of contact for members and allies requesting and receiving support from Women’s Aid.
- Continuous improvement and maintenance of the Member’s Area of the Women’s Aid website, ensuring content, resources, communication channels evolve to respond to member needs.
- Plan and coordinate member networking events.
- Co-ordinating the processing of new member and ally applications through assessing submitted documentation against the frameworks and ensuring information relating to these is available to colleagues as required.
- Supporting the National Quality Standards accreditation process including through note-taking and recording outcomes, actions and decisions at Quality Assessment Panels where required, maintaining accreditation trackers and co-ordinating member activity reminders.
What we are looking for in our Membership Support Officer:
- Good understanding of the experience and needs of women and children affected by domestic and sexual violence.
- Good understanding of the role of specialist services, and the role of the Imkaan and Women’s Aid membership bodies, in supporting women and children survivors of Violence Against Women and Girls.
- Understanding of intersectionality and the impacts of oppressions on women and girls who are subject to violence and abuse.
- Knowledge of CMS and CRM technologies.
- Experience of collating, inputting, analysing, and supporting effective use of data.
- Experience of writing reports and briefings or other information resources for a variety of audiences.
- Supporting end users in making use of technology, overcoming barriers to change in a positive manner.
- Excellent verbal & written communication skills
- Highly computer literate including CRM, MS Office, email, and website CMS technology
Benefits of joining us as our Membership Support Officer include:
- Generous Annual Leave: 25 days + 2 Company Holidays + 8 UK Bank Holidays, with an extra 1 day per year after 1 year of service, up to a maximum of 5 additional days.
- Valuable Pension Benefits: a generous 7% employer contribution.
- Flexible Working: remote working, a generous TOIL scheme, and family-friendly policies
NB:
- Women only need apply under schedule 9 (Part 1) of the Equality Act 2010
- All posts, including remote posts, must be based in the UK.
- Women’s Aid is committed to quality, equality, and valuing diversity. Applications are particularly welcome from Black and minoritised women.
- Please see the Reasonable Adjustments Statement on Job Description.
- Please read our Single Sex Statement on the Women’s Aid Website
- Please note that applications will be reviewed, and interviews arranged, on a rolling basis, so for the best chance of success, please apply ASAP.
