CRM & Membership Data Administrator - 12 months Maternity Cover

The YHA Membership Team, which is part of the Marketing and Communications Department, are looking for a well organised, proactive and confident person to join their team on a fixed 12-month contract to cover maternity.

Ideally the successful candidate will be based at our National Office in Matlock (postcode DE4 3YH) however we are able to consider some flexibility and hybrid working if required. Certain duties included in this role can only be fulfilled at the office therefore the successful candidate will be required to be based there at least once a week.

We are YHA.

We believe in the power of travel and adventure. To connect people to each other, to nature, the outdoors, culture and heritage.

YHA is a 90-year-old social enterprise. Today, the charity makes a difference to more than a million people each year through our 150 hostels, activity centres and leading work in volunteering, traineeships, apprenticeships and youth employment.

We welcome all yet specialise in creating opportunities for young people. We have a thriving schools and groups programme and work with partners to support access for young people and families with challenging lives.

What we're looking for:

In line with YHA strategy our top impact priority is to ensure that all means all, increasing the scale and breadth of our reach and ensuring that YHA is for everyone. To fully realise this ambition, we need a diverse workforce that is representative of the communities we serve.

Our people share a common purpose: to improve the health, wellbeing and life chances of all, but especially young people facing adversity and challenges.

To achieve this, we subscribe to a set of core values and behaviours: HEART. Helpful, Efficient, Authentic, Respectful and Team-Spirited. Our HEART values recognise the need for equality, diversity, and inclusion and to ensure we are reaching all, we capture this information at both the attraction and onboarding stages of employment.

You can find out more here:

What you'll be doing:

Your main responsibility will be to support the team on all membership-related transactions, enquiries, processing and reporting, and to ensure member data in CRM is accurate.

The role will appeal to someone that has administrative experience, has basic knowledge of using a customer database or CRM system, and is both detail and customer orientated.

You will be part of a wider team that is responsible for raising awareness of YHA and encouraging them to stay, join, give and volunteer.

What you will do:

Provide internal support on membership queries to ensure membership sales meet and exceed sales and volume targets.

Administer all membership related correspondence ensuring appropriate responses are provided

Responsible for handling membership payments and ensuring all relevant banking guidelines are met

Running and distributing regular reports relating to membership

Responsible for regular membership, financial balance payments and other transactional reporting for multi-departmental usage

Support business processes in connection with the Direct Debit transactions including AUDDIS / ADDACS and payment collections.

Manage Direct Debit/membership/Group and online refund claims to an agreed SLA.

Responsible for Experian Payments Gateway daily/weekly routines and transactions ensuring new procedures are adhered to.

Provide support to all teams interacting with CRM to ensure continued smooth operation and administration, addressing issues and solving problems as required

Maintain accurate customer transactional data within CRM, providing regular CRM reports

Monitoring replies from emails and responding to queries

Support the review of automated campaigns to ensure accuracy and relevance

Weekly de-duplication and merging of CRM contacts

User testing of the new Blackbaud CRM during the implementation of the system

You will need the following skills and experience:

Basic knowledge of using a CRM system or customer database and data inputting/retrieval

The ability to learn new systems and processes

Quality, accuracy and attention to detail are critical

Ability to problem solve under pressure of deadlines

Good teamwork skills including a high degree of flexibility

Confident verbal communication skills

Experience in dealing with large quantities of data and knowledge of data protection

Experience in working with financial data and monies

Previous experience of working within an administrative role

Good levels of numeracy and literacy

Proven ability of using computer and paper-based administration systems

Experience of completing detailed reporting

What you'll get in return:

Working for a charity such as YHA can be extremely rewarding in itself, however, we also have a generous benefits package.

You can find out more here: https://(url removed)/life-at-yha/benefits-and-rewards/

We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

If you require any assistance to submit an application please email: (url removed)

Please Note: to become an employee at YHA you must produce the correct ID for Right to Work in the UK and all DBS checks. Successful applicants must produce a satisfactory DBS check before a start date can be confirmed and before you can reside in our staff accommodation. We will ensure you receive your contract before your confirmed start date. YHA is committed to safeguarding and ensuring the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. The suitability of all prospective employees or volunteers will be assessed during our safer recruitment process in line with this commitment