• Work with the Membership Services Coordinator to support the delivery of NGA's membership services by providing high-quality administration, customer service and operational support, contributing to an excellent experience for members and subscribers.

Membership & Customer Service Support

• Respond professionally to member, subscriber and customer enquiries across phone, email and online channels.
• Support membership and Learning Link administration, including onboarding, updates, issue resolution and signposting.
• Identify, investigate, and resolve non-technical issues internally, and provide a solution wherever possible prior to third party escalation.
• Maintain accurate records and use CRM information to support reporting, service improvement, and member engagement.
• Maintain accurate member and subscriber records within the CRM and support regular data cleansing activity.
• Produce or assist with membership, Learning Link and engagement reports as required.
• Identify recurring queries, data issues or process improvements and escalate recommendations to the relevant team.
• Support membership engagement and retention activity by promoting relevant NGA services, resources and subscription benefits.
• Assist with renewal, lapsed membership and group subscription processes by preparing information, updating records and following up agreed actions. 
• Maintain the CRM pipeline for new business and renewals for NGA and direct enquiries to the Governance Development Team as required.
• Work with colleagues to ensure members and subscribers receive a timely, helpful and consistent service.

Be an active member of NGA

• Participate actively in team meetings and support shared resources.
• Represent NGA positively and work in line with its values and policies.
• Carry out additional reasonable duties as required by the Director of Marketing and Communications, the Head of Marketing and the Membership Services Coordinator