Data and Membership Officer

Citizens UK is the UK’s biggest, most diverse and most effective people-powered alliance.

We bring communities and local organisations together to work on issues that matter; from campaigning for zebra crossings on dangerous roads, to reforming the immigration system, to the Living Wage campaign.

We have a track record of winning change through hundreds of local and national campaigns.

We know everyday people have the ability to shape the world around them.

We believe that through developing local leaders, we can drive nationwide change and create community-led solutions to big and small problems.

Living Wage Foundation

The Living Wage movement began in 2001, after Citizens UK brought together communities in East London to discuss poverty and low pay.

The campaign grew in momentum and soon required a mechanism to recognise employers who wanted to join the movement, which saw the establishment of the Living Wage Foundation in 2011.

Still part of Citizens UK today, the Living Wage Foundation (LWF) continues to work with community organisations to make sure the voices of both workers and businesses are part of the Living Wage movement.

We now work with over 16,000 employers, benefitting over 490,000 people and winning over £4bn of better wages for people who need it most.

Citizens UK works with a broad base of institutions across the political spectrum.

At the Living Wage Foundation, we take the same deliberately broad-based approach and accredit all organisations who pay the real Living Wage to their directly and indirectly employed staff and are committed to tackling in work poverty.

As a team we work across a range of industries and sectors to achieve this mission.

We seek pragmatic coalitions in order to progress specific campaigns, and partnership around a particular issue such as Living Wage, does not imply an endorsement of broader purpose and policies.

Purpose

At Citizens UK (CUK), our organisers and project staff work within communities to develop leaders, strengthen organisations, campaign for change and organise across difference.

There are various project roles and operational, communication, finance and HR roles that support the organisation and project staff and organisers to deliver on this mission and work.

This work is rewarding and can be challenging; it requires a personal commitment to inclusion, a willingness to listen and disagree respectfully, and an interest in working in an organisation where our staff, member institutions and leaders will come from a diversity of backgrounds and often hold views that may be very different from our own.

More information about how we operate within this context and build trusted relationships across difference can be found on our website and is covered in induction.

Onboarding and navigating this relational culture, and type of work, is supported by line managers and further training.

Main Responsibilities

As the Data and Membership Officer for the Living Wage Foundation (LWF), you will play a pivotal role in supporting the smooth running of our internal processes and supporting our network of nearly 17,000 accredited Living Wage employers.

Your responsibilities will span data management, customer service, finance administration, and team support.

You will contribute to effective data management by supporting system updates, maintaining high-quality records on platforms such as Salesforce and Act On, and generating reports for use by senior management.

Additionally, you will coordinate the administration and reconciliation of credit card payments and act as a liaison between the CUK Finance and LWF teams.

In the area of customer service, you will manage our Employer support email inbox, respond to queries, and elevate complex issues as needed.

You will also be responsible for updating internal systems, supporting merchandise and branding requests, and representing the Foundation in both written and verbal correspondence.

Team support duties will include arranging logistics for team events, providing occasional administrative assistance to senior leadership, and ensuring internal handbooks and guidance remain current.

Throughout all areas of your work, you will collaborate closely with colleagues across the LWF Team to ensure we meet the needs and expectations of our employer network and other key stakeholders.

Working as the Data and Membership Officer for the Living Wage Foundation, reporting to Senior Data and Insight Manager (LWF Operations and Insight team) your main responsibilities will include:

• Project Management
• Support LWF team with good data management, reviewing employer pipeline numbers, reporting to Senior Management Team (SMT) when there are issues or delays.
• Clean employer data, escalating complex issues to relevant colleagues.
• Support the Senior Data and Insight Manager to maintain high-quality data across our systems, including Salesforce (CRM) and Act On (marketing email platform).
• Support the Operations and Insight Team with testing and implementation of new systems and processes.
• Learning and expertise
• Keep internal handbooks and guidance up to date with ways of working practices, systems and policies, working with the LWF team to consider and implement improvements to make LWF an efficient and positive place of work.
• Create and share basic reports from Salesforce for use by the team and SMT.
• Communications
• Represent the Living Wage Foundation coherently in writing and verbally.
• Work collaboratively with the team and across Citizens UK to ensure that we are meeting the customer service expectations of our employer network and stakeholders.
• Develop and manage external relationships
• Manage our Accreditation Inbox, including responding to simple accreditation or form questions, and escalating more complex questions where necessary in a timely and helpful manner.
• Update Moneypenny (LWF switchboard) on team changes, holidays etc. Receive and respond to general enquiries received through the switchboard.
• Support on Employer Merchandise and branding requests where required, ensuring timely delivery and clear correspondence.
• Develop and manage internal relationships
• With Operations & Data Officer, support the LWF team to book items in and out of LWF merchandise library.
• Arrange logistics for LWF all staff Away Day.
• Provide Senior Leadership Team (SLT) with occasional administrative support including booking travel, rooms, and making purchases when necessary.
• Income and resources
• Coordinate the administration and reconciliation of credit card payments.
• Liaise between CUK Finance team and LWF team, ensuring each team is updated on processes and working cross-team to ensure good communication.
• Administration of LWF Away Day budget.
• Contribute towards Citizens UK’s strategic objectives
• Responsibility for delivering agreed areas of the Foundation’s work plan.
• Work collaboratively with the LWF team and across Citizens UK to ensure that we are meeting the expectations of our network and stakeholders.
• Display self-awareness of DEI issues and good practice, considering impact on direct reports and stakeholders.
• Understand how your role contributes to the purpose of the Foundation and the core mission of Citizens UK.
• Implement Citizens UK’s and the Foundation policies, procedures, and values in own work and that of the team.
• Personal Specification

Qualifications

• Professional certification in project management, administration, finance (D)

Experience

• Previous experience supporting data management and reporting, ideally using CRM systems such as Salesforce (E)
• Prior experience in customer service or stakeholder engagement (E)
• Experience working in a team-based office environment (E)
• Experience in finance administration, including credit card administration and budget management (E)
• Experience with cross-team liaison or project coordination (D)
• Key skills and knowledge
• Strong organisational skills with the ability to manage multiple tasks and meet deadlines (E)
• Excellent written and verbal communication skills, with the ability to respond professionally to internal and external queries (E)
• Proficiency in Microsoft Office and familiarity with CRM and data management systems (E)
• Attention to detail and accuracy in handling financial and data-related tasks (E)
• Ability to produce and analyse basic reports (E)
• Understanding of confidentiality and data protection principles (E)
• A proactive self-starter, able to work independently and take initiative (E)
• Collaborative and able to work effectively as part of a diverse team (E)
• Flexible and adaptable, willing to support a range of operational needs (E)
• Committed to the mission and values of the Living Wage Foundation and Citizens UK (E)
• Willingness to learn new systems and processes, and to support continuous improvement (E)
• Positive, professional attitude and commitment to high-quality service (E)
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