Job Title

Network & Supporter Services Assistant

Department

Membership team within Audiences department

Reports to

Jointly line managed by the Senior Manager: National Art Pass Network & Supporter Services Coordinator, working mornings in one team and afternoons in the other team.

Purpose of Role

This post offers the opportunity to develop experience and understanding of large-scale membership scheme process and communications, and by imbedding across two teams the post-holder will have the opportunity to refine and streamline cross-departmental processes.

This fixed-term role has been created to support the team during the transition to Salesforce, our new customer relationship management (CRM) system. The CRM project is a key focus for the organisation across 2025, with the new system planned to launch March 2026. This post will enable the National Art Pass Network and Supporter Services teams to maintain day-to-day activities by freeing up capacity for the team to deliver CRM project activity at points during the year.

For the National Art Pass Network team: Support incoming queries from museums, galleries and historic places that are part of the National Art Pass membership scheme (a network of 900+ venues) and manage internal and external enquiries relating to the network.

For the Supporter Services team: Support the delivery of inbound and outbound customer service for members, supporters and the wider public via our multiple channels of communication - including email, telephone and post - liaising with and supporting our third-party providers.

Responsibilities across both roles include responding to and redirecting enquiries, setting up accounts and maintaining accurate records on the website, CRM system and Professional Dashboard, and troubleshooting issues.

Key Accountabilities

National Art Pass Network Team

·       Update and amend existing museum and user accounts in CRM, including managing key contact data and roles for museums in the network

·       Set up new user accounts in CRM (MS Dynamics), allocating permissions and managing access and passwords for the Professional Dashboard

·       Support with Professional Art Pass (Art Fund's membership scheme aimed at professionals working in a museum or gallery) applications

·       Support museums or galleries with any changes needed to their museum listing or web pages hosted on our website.

·       Assist the Content team with image call-outs for seasonal articles liaising with museums to source visual content for articles and news stories published on our website.

·       Coordinate mailings to museums in collaboration with Campaign Coordinator including Art Fund's monthly magazine (Art Quarterly) and the quarterly exhibition guide (Art Guide) (with Campaign Coordinator)

·       Coordinate Art Guide mailings to museums (with Campaign Coordinator)

·       Support the NAP Network Manager and Assistant with updates on the membership guidebook (Art Map).

·       Support the NAP Network Manager and Assistant with museum data in preparation for implementing new CRM system in early-mid 2025.

·       Troubleshoot access and other technical issues with the membership platform, working with the National Art Pass Network Assistant to escalate any technical issues.

Supporter Services Team

·       Monitor the members’ email inbox to ensure response Service Level Agreements and turnaround times are being achieved by our outsourced suppliers daily. Monitor quality of communications and respond to more complex enquiries, which they cannot resolve.

·       Take responsibility for managing the weekly post, actioning relevant requests or processing donations/memberships accurately on CRM, and recording payment types accurately with the relevant teams.

• Manage standard emails sent to the call centre (Mango) during busy periods.

·       Under direction, manage, resolve or escalate sensitive queries and complaints referred by the outsourced supporter contact centre, including using Art Fund’s CRM to assimilate information to understand the history and respond, log and record all resolutions and actions.

·       Track and report on any emerging trends or themes around complaints and cancellations to feed into business objectives on increasing overall retention rates for members.

·       Record data and/or financial information on Art Fund's CRM via the set processes to ensure data is accurate and fulfilment functions correctly.

·       Alongside digital services and the National Art Pass marketeers, contribute to a test and learn approach to ensure that the My Account and FAQ sections of artfund.org are servicing member needs. Make recommendations based on findings to improve customer self-service in these areas.

·       Deputise for the team on occasions by managing or escalating tasks and issues when needed.

Other Activities, Duties and Responsibilities

Share the energy and commitment that Art Fund staff bring to their work, as well as a belief in the importance of arts and culture. 

Undertake other duties as requested by the Art Fund from time to time.

Reporting Lines

Jointly reports to Senior Manager: National Art Pass Network and Supporter Services Coordinator.

Other Key Relationships

National Art Pass Network Team

Works closely with NAP Network Assistant on museum enquiries and the Campaign Coordinator on communications with museums, Programmes team on museum accounts and permissions in CRM, and Digital & Creative Asset Coordinator and Editorial Coordinator on image sourcing and uploads.

Supporter Services Team

Works closely with the Membership Team and Supporter Services Teams to solve issues and complaints.

PERSON DESCRIPTION

Experience

Experience working in an administrative role or office environment, particularly in a customer service or support role

Experience of using database systems and entering/maintaining data accurately

Comfortable using multiple online tools and systems, including all main MS Office programmes.

Experience of dealing with difficult or complex queries and handling complaints from the public or supporters  

Experience of using CRM systems

Understanding of data protection principles

Knowledge

An interest and understanding of UK museums or the wider cultural/ heritage sector

Computer literate, with excellent MS Word, Excel and Outlook skills

Skills/Abilities/Competencies

Excellent communication skills, both written and verbal including strong letter writing and telephone manner

Self-motivated and able to work independently as well as part of a team

Strong customer service mindset

Well organised, with the ability to prioritise tasks and work with minimal supervision

Ability to assimilate information quickly and communicate it accurately 

Ability to follow procedures and contribute to improving business process

Ability to prioritise tasks and effectively manage work

Experience drafting emails and communications to multiple contacts

Personal Attributes

A team player with excellent interpersonal skills

Able to build relationships and communicate effectively at all levels

Willingness to take initiative and ownership of issues.

Always seeking to proactively provide excellent customer care