The NRLA: Who we are The UK's largest membership organisation for private residential landlords, the National Residential Landlords Association (NRLA) supports and represents more than100,000 members across England and Wales. Created by landlords, for landlords, it offers investors everything they need to run a successful and compliant lettings business, whether they are full-time property professionals running large portfolios or accidental landlords with a single let. The NRLA is a trusted ally, on hand to guide members through the complex regulatory environment, with all the essential documents and guidance needed to run a successful and fully compliant business. A truly member-first organisation, innovation is at the heart of what we do and have invested in and developed new proptech solutions for members, including the acquisition of property safety certification firm Safe2 and the development of property management system Portfolio. A dynamic and fast-paced organisation, the NRLA is a great place to work, and it is not just us saying that, we have Investors in People Gold status to prove it. The association was also named one of the best companies to work for in the UK in a list compiled by The Sunday Times. Our enthusiastic and ambitious staff work out of offices in Central Manchester and Central London with hybrid working options available. Colleagues typically work from home four days a week with one day in the office. We are looking for colleagues who are professional, adaptable, and innovative. In return we offer an inclusive and creative working environment with attractive options for training and career development and a competitive salary and benefits package. The NRLA package: • 25 days annual leave increasing to 26 days with three years’ service, 27 days with five years’ service and 28 days with seven years’ service • Additional annual day off for your birthday • Salary exchange Pension scheme • Life assurance • Cash plan health and wellbeing benefit including Employee Assistance Programme and counselling service • Sick pay • Cycle purchase loans, season tickets loans and interest free staff loans • Complimentary NRLA membership • Non contractual annual performance-related bonus scheme • Enhanced maternity and paternity pay Duties & Key Responsibilities Membership Administration: ● Respond to member and non-member queries, including via all channels offered, in a timely manner ● Assist members with queries relating to our website and 3rd party services & suppliers ● Keep our member databases up to date and accurate ● Process payments for subscriptions, renewals, training bookings, refunds and other purchases on time ● Support the improvement of member engagement and overall retention targets with good customer service and outbound calls to new members through a structured programme of outbound calls to renewing and lapsed members ● Support the Retention Manager to achieve the retention target ● Attempt to retain members with outbound calls to lapsed or lapsing members ● Support the upselling of the organisation’s portfolio of products and services ● Keep accurate records of all calls made and outcomes on HgBook and other identified methods ● Support the drive to reduce the need for members to call us by volunteering suggestions and improvements and engaging in a process of continuous improvement within the department ● Continuously improve knowledge of the organisation to assist in effective interaction with customers. ● Assist members & non-members with any training queries and the NRLA Accreditation Scheme and affiliated organisations ● Understand and comply with appropriate legal and data protection legislation ● Take responsibility for improving organisational awareness and knowledge by engaging with all other departments including: Training; Accreditation; Commercial Service and the Advice Team ● Carry out general administration duties including managing post, processing Property Magazine returns ● Any other duties assigned by your line manager Person Specification Qualifications: ● Educated to at least GCSE level and must include English and Maths Skills & Abilities: ● Able to exhibit excellent customer care and communication skills ● Good problem solving, organisational abilities and attention to detail ● Professional written communication and telephone manner ● Ability to deal with difficult queries and complaints ● Computer literate, with day-to-day general use of Microsoft 365 Experience: ● Must have administration, office or customer service experience ● Background in customer service ● Must have worked in a contact centre or member services environment Knowledge: ● Knowledge of the Private Rental Sector is desirable ● Must be familiar with the UK General Data Protection Regulations (GDPR) Personal Attributes: ● Ability to work within a team as well as individually and under pressure at times of high demand This role is due to close at 12pm on 20th January. However, we reserve the right to close the role early if we have a suitable number of applicants.