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Expired Vacancy
Friends Membership Assistant

Royal Academy of Arts
, ,
Deadline: 25 September 2018




Please note that this vacancy has expired and you can no longer apply.

About the Royal Academy of Arts

The Royal Academy of Arts (RA) is one of the UK’s foremost arts institutions, whose purpose is to be a clear, strong voice for art and artists. Our public programme promotes the creation, study and enjoyment of art to a wide range of audiences through exhibitions, education and debate.

We recently unveiled our expanded campus in the heart of Piccadilly, in celebration of our 250th anniversary.  A major building project has completely refurbished one part of the campus and linked our two main buildings, Burlington House and 6, Burlington Gardens, through a scheme architected by David Chipperfield RA.

About this role

Visitors, members and supporters are the life-blood of the Royal Academy. The Friends of the Royal Academy is one of the largest schemes of its kind; with nearly 97,000 members. Its continued success and growth is essential for the Royal Academy to operate and fulfil its vision to be a clear, strong voice for art and artists. As well as the Friends scheme, the Royal Academy has many other loyalty membership schemes including RA250 Friends and RA250 Supporters and membership to the Academicians’ Room. This role demands the best in the business to support the Senior Loyalty Manager and the wider Loyalty and Friends Team in our special 250th anniversary year by assisting in the retention, engagement and recruitment of existing and new audiences to our loyalty suite of products.

About you

Only candidates with previous experience of customer services will be considered. You must be exceptionally well presented, articulate, professional, friendly and possess the ability to interact with a variety of people. In addition, any sales experience will be advantageous.

You will be required to work 5 days across a 7 day pattern. Availability to work evenings and bank holidays is also required.

The benefits we offer

  • A very generous pension, contributing up to 10% of your salary into a defined contribution scheme
  • In addition to 25 days’ holiday and 8 days’ bank holiday each year, we close between Christmas Eve and New Year, allowing staff additional paid leave
  • Staff are encouraged to attend free History of Art and life drawing classes on site
  • We also have a staff choir, running club and craft club
  • Best of all, we have reciprocal agreements with many leading museums and art galleries in London and New York that enable you to enter for free with your staff pass.

 

Closing date for applications: 25 September 2018 (midnight)

Interviews to be held w/c:        1 October 2018

 

JOB DESCRIPTION

MAIN OBJECTIVES

  • Give a welcoming, efficient, knowledgeable and customer focused service, promoting the Royal Academy of Arts and loyalty membership programme including Friends memberships, RA250 memberships and membership to the Academicians’ Room to both current and potential new members. This would also include new loyalty membership products where applicable.
  • Support the wider Loyalty Membership Team to achieve Weekly; Quarterly and Annual targets for retention, acquisition and Gift Aid across all membership schemes ensuring high engagement with existing and new members.
  • Assist in the growth of all loyalty membership schemes through all sales channels including the telephone, in person, in writing and via onsite face to face acquisition.

 

MAIN DUTIES

  1. Exceptional customer service, face to face and telephone sales skills including the ability to assist all members and prospective members in a helpful, courteous and confident manner.
  2. Provide Membership packs, explain benefits, application procedures and answer queries. Ensure efficient follow up from sales enquires for all loyalty suite of products.
  3. Receive and process Membership application requests – by telephone, online, letter and email and in person. Verify details, process information and manage payment methods – input details into the membership database, update records and liaise with Finance team.
  4. Answer a range of enquiries by telephone to include; membership, application process, payments and additional membership enquiries and confidently be able to liaise on other RA products.
  5. As required provide support to the Loyalty Finance team; including processing Gift Aid, setting up new Direct Debit instructions and processing amendments and cancellations, corresponding with members where Direct Debit or credit card payments have been rejected.
  6. Work closely with the Ticketing and Events team to manage guest lists for events including; member programming and cultivation events and attend on occasion.
  7. Assist in member programming and cultivation events from a marketing perspective.
  8. Assist and support other front of house duties like ticketing and visitor services.
  9. Support the Senior Loyalty Manager and Head of Loyalty with administrative duties around the Loyalty schemes including invoices and the work around the Friends Board
  10. Undertake any other duty which may reasonably be allocated by the, Senior Loyalty Manager, Head of Loyalty and Partnerships, Head of Visitor & Friends Experience or other senior officers.
  11. Become an RA Ambassador for Gift Aid
  12. Ensure that Health and Safety policies, procedures and regulations are known, understood and complied with by you, the team and all others who work with the team.
  13. Be an ambassador for the Royal Academy, our Friends and Visitors at all times.

PERSON SPECIFICATION

• Excellent communication skills: patience, tact, confident manner, good listener, articulate, quick-thinker.
• Ability to encourage interest in all Loyalty memberships and to explain benefit details in order to achieve set targets for recruitment of new members.
• Previous experience of face to face recruitment and telephone sales and providing excellence in customer service in a demanding and target driven environment.
• Excellent command of English, written and oral communications skills: ability to answer customer enquiries to a high standard in writing, in person and on the telephone.
• Ability and willingness to take a pro-active approach to frontline work – seeking out relevant information, suggesting different ways of working, implementing different systems. Resilient and positive attitude.
• Good interpersonal skills: act as friendly, warm point of contact to members. Ability to relate to many different/diverse people. Enthusiastic and authentic approach to providing first class customer service.
• Methodical with an ‘eye for detail’ for information storage and retrieval, record keeping, etc.
• Polished and presentable with an excellent telephone manner.
• Good team-player: willingness to work closely with colleagues in providing a high-quality of service – willingness to provide cover at short-notice, make and accept suggestions for changing working practice. Flexible, adaptable and helpful approach to work: willingness to work weekends, additional hours and assist at evening events.
• Highly computer literate – with excellent knowledge and experience of MS Office. Experience of databases essential, use of Raiser’s Edge database would be an advantage.
• Experience in a fast-pace customer facing role within a premium hospitality environment.
• Have a solid understanding of membership and loyalty schemes.


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