IRATA International is the leading worldwide authority on industrial rope access today. The IRATA rope access method has set the standard for safe working at height over the past 30 years with an unrivalled safety record. Its pioneers continually strive to promote global awareness of its efficient, safe and environmentally advantageous methods.
IRATA has over 850 member companies currently operating across 68 countries ranging across industry sectors such as oil and gas, construction, renewable energy, geo-technical and non-destructive testing. IRATA certification is widely recognised as the industry standard for rope access personnel and has over 140,000 qualified technicians worldwide who are trained to the highest standard based on the IRATA Training, Assessment and Certification Scheme (TACS).
Overview
This role will be responsible for the supervision of the Corporate Membership Services department, to ensure timely and effective service delivery. The primary duties will include overseeing service team members, developing and implementing service procedures/standards and maintaining internal and external client relationships to maximise efficiency.
Duties
- Supervise day-to-day operations of the Corporate Membership Services team to ensure timely and accurate service delivery.
- Conduct team meetings and briefings ensuring clear communication of priorities, expectations and business updates. Set objectives and perform team appraisals.
- Lead and deliver staff onboarding, training, and development initiatives, maintain training records and assess competency.
- Review individual and team performance, identify training and development opportunities.
- Manage the implementation of meeting actions regarding the Corporate Membership Services Department.
- Monitor the continued compliance of members to IRATA policy.
- Maintain and enhance department databases and CRM systems to ensure accurate, real-time data.
- Effectively manage and resolve complex or escalated issues in a timely manner, ensuring a professional approach and escalating to the Services Manager when appropriate.
- Provide regular performance reports to the Services Manager.
- Contribute to the development and documentation of departmental procedures and standards.
- Ensure that the membership processes and record keeping are compliant with the IRATA data protection policy.
- Communicate effectively with relevant external stakeholders.
- Identify potential opportunities for improvement within the department.
- Work closely with the Audit Compliance Officer and IRATA auditors.
Knowledge Skills and experience
- Excellent interpersonal and customer service skills
- Good numeracy and statistical analysis skills.
- Strong leadership ability and inspirational team development skills.
- Ability to prioritise workload, exercise good time-management and the ability to work to deadlines and excellent organisational skills.
- Excellent interpersonal skills to engage with stakeholders.
- Experience in providing training/coaching/mentoring to personnel.
- Excellent communications skills including written content creation and stakeholder engagement
- Proficient in verbal and written English.
- Working knowledge of relevant software packages
Educations/Qualifications
- Degree or equivalent professional or vocational qualification. (Preferable but not essential)
- Previous experience of managing a team, and people management experience (Preferable but not essential)
Personal Characteristics
- Excellent verbal, written, telephone and interpersonal skills.
- Excellent organisational skills, including the ability to work to deadlines.
- Highly motivated individual demonstrating drive and determination to succeed.
- Positive and approachable manner.
- Strategic thinking and problem-solving skills to effectively address challenges and identify opportunities for improvement.
- Excellent attention to detail.
- Ability to communicate, develop and sustain excellent working relationships at all levels with internal and external stakeholders.
- To always represent IRATA in a positive and professional manner.
- Demonstrates adaptability and flexibility with regard to working hours, readily adjusting to meet operational demands and support business continuity.
- Be able to travel regionally and internationally from time to time.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Company pension
- Free fitness classes
- Free parking
- Gym membership
- Health & wellbeing programme
- Private medical insurance
Work Location: In person
