Member Subscriptions Officer

National Council for Voluntary Organisations

Hours
35 hours per week

Length of contract
12 month

About the Organisation

For over 100 years, NCVO has stood shoulder to shoulder with communities, championing and celebrating voluntary action. Our membership is made up of over 17,000 voluntary organisations across England, from small, grassroots community groups and social enterprises, to large, far-reaching charities. We believe that communities are strengthened by voluntary action. We therefore want charities to thrive and be empowered to deliver for people and communities.

​We focus on empowering charities and volunteers by ensuring they have the knowledge, tools, and resources they need. We advocate for and with our members, giving voice to those not often heard, and harnessing the collective power of partners to ensure the voluntary sector is valued. We bring charities together so they can learn, connect, and create a greater impact.

​As the voluntary sector and volunteering adapt to new challenges and a changing context, so must NCVO. We are therefore prioritising work to evolve as an organisation to ensure we live our values of ambition, inclusion, openness, and collaboration in everything we do internally and externally.

​We have around 80 staff and an income of more than £7m per year. With our members at the heart of everything we do, our mission is to unite to champion the remarkable role of charities and volunteers because stronger charities make for stronger communities.

About the role

The Member Subscriptions Officer manages the administration and finance of NCVO’s membership subscriptions. Key duties include running monthly renewals, issuing invoices, managing payments and reducing aged debt. The role involves regular use of NCVO’s CRM system to ensure accurate records and efficient processes.

The post holder will handle member enquiries, support new applications, and maintain strong relationships with members. Working closely with NCVO’s Finance team, they will ensure timely direct debit collections and contribute to income tracking and forecasting. This role is ideal for someone detail-oriented, numerate, and confident using databases, with experience in financial administration and customer service.

Responsibilities

Membership Administration:

• Run monthly renewal workflows, identifying and capturing any anomalies
• Dispatch monthly renewal letters and invoices
• Ensure membership payments are reflected correctly on NCVO’s Customer Relationship Management (CRM) system
• Resolve queries from members on subscription and payment issues
• Produce credit notes and refunds resulting from resignations and queries from members
• Process band changes to ensure members are invoiced for the correct membership fee
• Run renewal audits to ensure good membership management

Build Strong Relationships Members:

• Respond to member enquiries via email and phone, and occasionally face-to-face
• Identify opportunities to strengthen the messaging in monthly renewal packs

Responsible for Aged Debt:

• Work with NCVO’s finance team to ensure payments by direct debit are scheduled correctly, and any bounced direct debits are followed up on and don’t fall into aged debt
• Manage aged debt levels by being in regular contact with members via email, phone, and letter
• Negotiate with members where appropriate about outstanding invoices and make decisions on whether to write off and raise credit notes
• Produce monthly aged debt reports for the membership manager

Finance Team, Membership Manager & Income Projections:

• Develop and maintain reports to measure new members and resignations against income predictions
• Calculate and report on membership income predictions and shortfalls
• Raise ad-hoc invoices and purchase orders for the team when required
• Manage all work-related contacts and projects on NCVO’s CRM system

Supporting the administration of Membership Applications and Welcoming New Members:

• Review and process new member applications, ensuring that applicants meet membership criteria
• Send welcome packs and emails, telephone new members to welcome them, and establish a reciprocal relationship
• Manage all work-related contacts and membership projects on NCVO’s Customer Relationship Management database and proactively identify and improve the efficiency of administrative processes

Skills, Competencies & Experience

Experience:

• Experience in financial and accounting procedures, including Direct Debits processes
• Experience in presenting and interpreting financial data
• Experience of using an organisational database, including collecting and analysing data and running reports
• Experience working in a customer service team
• Experience of using influencing/negotiation skills

Essential knowledge & Skills Required:

• Knowledge of membership administration
• Knowledge of the voluntary sector
• Excellent written and verbal communication skills, communicating effectively with a wide range of customers
• Excellent administrator with a thorough approach and attention to detail
• Act on own initiative and plan, and manage workloads
• Numerate and able to produce, understand, and analyse financial data
• Proficient in Excel and comfortable with Outlook and Word
• Excellent database skills

Compensation & Benefits

• 25 days’ Annual Leave and office closure between 25 December and 1 January inclusive. 
• ​2.5 extra ‘wellbeing’ days off during the year
• ​Enhanced pay for sick/maternity/adoption leave
• Subsidised gym membership
• Season ticket loan
• Monthly homework allowance for permanent homeworkers
• Monthly office worker allowance 
• Generous employer pension contribution of 8.5% of salary,
• Pension scheme (linked to employee contribution)
• Training and development opportunities.
• Hospital Saturday Fund health cash plan
• ​24-hour free and confidential employee assistance programme

Working locations

• Home-Based

How to apply

• Application form1
• Application form2
• Please complete both parts of the application, quoting the reference SDM, and email to [email protected]
• If you have any queries regarding our vacancies or experience any issues downloading or submitting your application form, please email [email protected].

Interviews

• Shortlisting will start on 20th June 2025. The interview will be take on 30th June 2025

Policies

NCVO is fully committed to equity, diversity, and inclusion in our sector. We want this to be reflected in the diversity of the people who work for us, and we welcome applications from people from all backgrounds and identities.

We particularly welcome applications from under-represented groups in the voluntary sector and those with diverse lived experiences. As part of our commitment to employing disabled people, all disabled candidates who meet the minimum requirement for all competencies on the person specification will be guaranteed an interview.

If you have access needs or require reasonable adjustments as part of the recruitment process, please let us know.

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