Community Administrator

The International Institute of Risk and Safety Management (IIRSM) is a UK-based professional membership organisation with a global footprint. We help individuals and organisations around the world to feel safe, supported and empowered to identify and manage risks, protecting their environments and lives. We aim to drive the holistic evolution of risk management in organisations, educating and protecting their people through our unique communities.

Our Vision: A future of thriving organisations, within which people feel safe, supported and empowered to identify and manage risks, protecting their environments and lives.

Our Mission: To drive the holistic evolution of risk management in organisations, educating and protecting their people through our unique communities.

Our Values:

• Honesty: We build trust through responsible actions and authentic relationships.
• Adaptable: We constantly challenge ourselves to respond and adapt quickly.
• Collaboration: We work as a community to help each other thrive.
• Approachable: We are open, helpful and accessible to all.
• Respect: We treat people with care, dignity and professionalism.

Strategic Pillars:

• Membership: A thriving, diverse, and growing membership where every professional feels they belong, can progress, and understands the value IIRSM brings to their career.
• Learning: Accessible, modern, and modular learning that empowers professionals to stay ahead, build confidence, and create real impact in their organisations.
• Community: A vibrant, supportive community where professionals learn from each other, celebrate achievements, and shape the future of the profession together.

PURPOSE OF ROLE: This role supports the delivery of IIRSM’s strategic growth by providing high-quality administrative and customer support across membership services, networks, events, and digital platforms. The role plays a key part in ensuring a positive, consistent experience for members and stakeholders, combining responsive customer service with strong organisational and digital administration.

The role will directly support the following strategic priorities:

• Community Engagement: Proactive support to retain and re-engage members through responsive service and follow-up activity.
• Digital Enablement: First-line support for digital platforms to ensure smooth user journeys and adoption.

REPORTING TO: Membership Manager

PRINCIPAL ACCOUNTABILITIES:

• Membership & Customer Support: Act as first-line manager of the membership inbox, providing timely, professional responses and escalating queries where appropriate. Provide second-line telephone support, handling inbound customer calls and resolving or triaging enquiries. Proactively follow up by phone and/or email with cancelled or lapsing members to retain, re-engage, or update member details. Support the membership team with processing applications and renewals during high-volume periods.
• Digital Platforms & Data Management: Provide first-line customer support for digital platforms, including the website, learning management system, and online communities platform, supporting registration, payments, and general queries. Escalate complex or technical issues to the wider team where required. Support the Membership and Marketing Manager in maintaining clean, accurate, and up-to-date data across all systems. Manage registration lists across events and digital platforms, ensuring accurate record-keeping.
• Networks, Events & Coordination: Coordinate meetings and webinars for Networks, including scheduling, attendee management, and platform administration. Provide cover for hosting webinars and meetings as required by the membership or product teams. Follow up on expressions of interest in membership, training, or other services generated through events, exhibitions, and outreach activities. Provide general office and event support as required.

SKILLS & ATTRIBUTES:

• Customer Focus & Service Excellence: Demonstrates a professional, friendly, and solutions-focused approach, consistently delivering high-quality customer service.
• Organisation & Planning: Manages multiple tasks and deadlines effectively, with strong attention to detail and accuracy.
• Communication & Interpersonal Skills: Communicates clearly and confidently in writing and verbally, building positive relationships with members, volunteers, and colleagues.
• Digital Confidence: Comfortable working across multiple digital platforms, databases, and systems, with a willingness to learn and adapt.
• Teamwork & Adaptability: Works collaboratively, responds positively to change, and supports colleagues during busy periods.

EXPERIENCE & KNOWLEDGE:

• Working knowledge of a professional body and/or relevant sector.
• Understanding of working practices within a global organisation and awareness of cultural differences.
• Experience of working with volunteers and managing external relationships.
• Practical experience using membership databases, ideally including Microsoft Dynamics (Office Dynamics) and related IT systems.
• Proven experience delivering high-quality customer service within a team environment.

WHAT’S IN IT FOR YOU: Working at IIRSM means being part of a purpose-led organisation with a global reach and strong sense of community. In this role, you will gain broad exposure across membership services, digital platforms, and events, with opportunities to develop skills, contribute to meaningful work, and support the Institute’s continued growth.

You can expect:

• Interest free season ticket loan
• Employer pension contribution of 10% when you contribute 3%
• Death in Service of four times salary
• 25 days annual leave excluding bank holidays, incrementally increasing each year up to 30 days, with the option to carry over up to 5 unused days
• An agile and flexible working environment, including hybrid working arrangements
• Opportunities for personal and professional growth including training & networking