• Ensure the charities compliance with all relevant Charity Commission, Companies House and HMRC requirements• Deal with the Charity’s bank in respect of all payments and receipts• Work the Accountants to ensure timely submission of all relevant financial records• Ensure the overall running of the charities internal administration and its cost-effectiveness• To manage, in conjunction of the CEO, staff contracts and HR matters - managing personnel procedures in relation to recruitment, training, appraisals and ensure these are properly documented• Prepare documentation and minutes for Board meetings• Manage all incoming enquiries from supporters and donors• Liaise with Stakeholders including Trustees, supporters, and volunteers• Answering telephone calls, letters and emails, and responding to all general enquiries from supporters, ensuring a high level of customer care• Process and recording phone donations• Manage the 'thank you' process for all donations including manual and automated thank you letters• Monitor communication timeframes against targets providing data as required• Input donor records onto Salesforce ensuring accuracy of records

• Develop segmented membership communications and engagement strategies to support and maximise retention.• Development of Membership relationship with IAM's Group movement to promote and implement action resulting in increased membership and retention.• Analyse member data, conduct environmental scans and project long-term trends and financial impact of membership changes.• Assist the Director with recommending and determining appropriate strategic and financial goals. Assist in the development of the departmental budget, monitor revenue and expenses and assist with quarterly variance reports.• Develop and manage affinity scheme relationships to actively promote and create additional member benefits.• Implementation and maintenance of processes to collect, disseminate and leverage intelligence generated from inbound and outbound member communication.• Involvement in writing effective communications to members and potential members in liaison with and through consultation with Marketing Department.• Control and ongoing development of 'dashboard' style presentation of KPIs and PIs covering membership recruitment and retention for Members and Associates.

• Develop best practice and standardised way of working across the member and customer service and administration disciplines, driving continuous improvements throughout the teams and ensuring high level customer satisfaction whilst optimising productivity. • Manage all operational aspects, delivering on KPIs, and reporting issues and exceptions and developing action plans to bring back on course• Leadership of customer services and administration disciplines, including performance management and appraisal, recruitment and development.• Maintain and improve the telephony, email and Internet processes for the customer service team• Developing best practice and standardised way of working across the contact centre team, driving continuous improvements and ensuring high level customer satisfaction whilst optimising productivity. • Manage all operational aspects of the contact centre, including the development and delivery of appropriate KPIs, identifying and reporting on issues and exceptions, and developing action plans to bring back on track.• Responsible for the consistent quality of customer service delivery through the creation of a set of Standard Operating Procedures and call handling scripts for the contact centre, and ensuring adherence to these through agreed KPIs.• Deputise for the Operations Director in their absence.