Member Support and Administration

1 month ago

Brisbane, Australia Australian Institute Of Company Directors Full time

Job Description

About the team

The Membership Experience Team (MET) provides our members with products and services to strengthen their knowledge and engagement, and give them the opportunity to access, adopt and benefit from leading insights. The vision is to optimise the member experience at AICD as well as enhance their professional capabilities.

About the role

As the Membership Partner Support, the vision is to positively impact members on their journey to achieve their career aspirations by providing an exceptional onboarding experience to new members as well as ongoing support and resolution to existing members. From responding to member queries, taking administrative ownership of the membership renewal process, ensuring CRM accuracy, to managing the financial processing and extensive administration; this role requires an eye for detail with a diligent, systematic approach.

You will be joining a collaborative national team and provided with indepth onboarding and supportive training on AICD’s products and services to ensure you are set up for success.

If you are interested in joining our Membership Experience Team, this is a fantastic opportunity for a proactive and experienced sales support, administrator or customer service professional who has a highly developed and adaptable communication style with a high standard of organisation. 

Your remit will be broad and will include:

Cultivate and maintain member relationships. Manage incoming queries, maintaining a resolution mindset and problem solve member issues when raised. Supporting new member applications. Refer members to other services and teams internally where relevant and appropriate, supporting acquisition and retention. Provide outstanding customer service in all our interactions with members and prospects to assist in delivering on members' experience and membership growth. Ensure accurate and detailed CRM management is maintained. Financial processing across membership, courses, other invoicing and payments. Provide administrative and analytical reporting support. Ensure continuous improvement, standardisation and utilisation of systems and processes.

Desired Skills and Experience

About you

You will have strong technical aptitude and previous relevant experience, and you will champion the AICD values of: Accountability, Respect, Excellence and Collaboration. In addition, you will also have the following:

Solid Administration, Sales Support or Customer Service Experience in a Contact Centre environment is highly desirable. Sound computer skills including MS Office Suite, CRMs and other software with the ability to pick up new system technology quickly. Demonstrated resilience and initiative with a resolution mindset. Be able to build rapport easily and engage confidently with customers. Exposure to continuous improvement. Superior organisation and time management skills. Ability to manage competing deadlines with the ability to prioritise workload. Ability to remain calm under pressure and be adaptive to change. Excellent attention to detail, particularly with repetitive tasks.

Your career at the AICD 

Our Values

Accountability, Respect, Excellence and Collaboration

There are many benefits of joining the AICD, but the following are examples of what you can expect:

Hybrid/flexible working arrangements. Access to salary sacrificing and salary continuance (income protection) insurance. Personal wellbeing support through AICD’s robust employee assistance program for you and your immediate family. A solutions focused, and collaborative organisation that celebrates a ‘One Team’ culture. The AICD, is committed to developing its people through a capability framework and ongoing professional development plan. We support your career through access to our education platform with a wide range of training courses and webinars, professional coaching, and external education support.  An opportunity to contribute to an organisation that is widely respected and considered the ‘gold standard’ of governance, policy, and leadership. An opportunity to attend highly sought-after events with influential speakers.

We welcome applications from people of all ages, genders, sexuality, cultural and linguistic backgrounds, Aboriginal and Torres Strait Islander Peoples and people with a disability. 

We provide reasonable adjustments including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email .

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