Membership Engagement Administrator

Royal College of Anaesthetists

About the Organisation

Royal College of Anaesthetists is the professional body responsible for the speciality throughout the UK. We are the third largest medical royal college in the UK by membership. With a combined membership of more than 24,000 Fellows and Members, we ensure the quality of patient care by safeguarding standards in the three specialities of anaesthesia, intensive care and pain medicine.

About the role

As a Membership Engagement Administrator, you will play a key role in supporting the Membership Engagement Manager and the wider team to deliver an exceptional membership experience. This role ensures the smooth operation of the College’s membership services and contributes to achieving our strategic engagement objectives. You will lead core, complex membership processes, coordinate team workflows and provide world-class customer service to our members. Working collaboratively across the team, you will help identify and implement improvements to enhance efficiency and member satisfaction.

Responsibilities

Membership Management and Engagement:

• Provide a world-class customer service experience to our membership and other people who contact us.
• Champion the improvement of customer service and satisfaction via the effective handling and logging of all enquiries that are received through multiple channels: phone, multiple inboxes, activities logged on the CRM, etc.
• Understanding of the membership categories, the options to change memberships and the membership engagement ‘touch points’ throughout the membership journey.
• Ensure fellows and members receive all benefits of membership to which they are entitled, such as the monthly / bi-monthly publications, according to scheduled deadlines.
• Maintain the CRM to ensure that members of the College, Faculty of Pain Medicine (FPM) and Faculty of Intensive Care Medicine (FICM) are in the correct subscription category, and that subscriptions are collected on time.
• Assist in the processing of membership applications and training forms, as well as membership upgrades in a timely manner. This includes checking that prospective members of the College meet the criteria for the membership category they wish to join, and that they are sent appropriate application forms and upgrading members.
• and subscriptions, including new fellows, and ensuring they are appropriately informed.
• Action the membership financial processes in accordance with the College's Subscription Collection Policy, including raising and issuing credit notes and refunds (for direct debit payments)
• Ensure direct debit payment plans are maintained accurately across College systems and support members with payment queries.
• Support the Membership Engagement Manager during renewal cycles by carrying out data quality assurance checks and responding to enquiries in a timely and accurate manner.
• Provide administrative support for eliciting member feedback and ideas on College work and activities, which will be used to improve future engagement and strategy. This includes administration for the Membership Engagement Panel.
• Maintain offline and online content, such as the membership pages on the College’s website.

Relationships:

• Work to eliminate all processes which do not add value and be willing to suggest areas of improvement regarding membership experience and engagement.
• Work collaboratively with colleagues to ensure individual and team tasks are completed efficiently, effectively and in a timely manner.
• Clearly communicate updates/handover of tasks as and when required with other team members.
• Work collaboratively with colleagues from other teams on membership matters, ensuring that relevant employees receive, in a timely manner, the correct information regarding members’ details, as required.
• Work with the team member leading the membership billing cycles to ensure that all the work is delivered in a timely manner.
• Provide support as required to the CRM Team, utilising knowledge of using the CRM as a super user and the people/communication skills this role requires to great effect, training other colleagues on how to use the CRM.
• Build and maintain working relationships with outside stakeholders and suppliers as required.

Regulation and Information Governance:

• Work in a fully compliant way with the Data Protection Act (2018), equality laws and financial statute
• Understand, keep up-to-date and adhere to BACS regulations
• Cooperate with the College’s external auditors as required

Skills, Competencies, Experience & Attributes

Qualifications, Skills, Knowledge & Experience:

• Proven experience of working in a similar function, such as membership, customer service role, marketing or within a professional membership organisation.
• Experience in data handling, including sensitive data and processing financial payments.
• Experience of using a CRM system.
• Experience and knowledge of direct debit/BACs guidance, rules and regulations.
• Proven administrative skills with excellent attention to detail and the ability to work effectively under pressure.
• Excellent customer service and communication skills, both written and verbal.
• Ability to tailor communication style to suit the audience whilst being non-judgmental and sensitive to individual differences.
• Ability to work in an environment of change, growth and innovation.
• Ability to identify issues/problems and come up with proposed solutions.
• Understanding of data protection laws.
• Understanding of the principles of engagement and marketing.

Compensation & Benefits

• 26 days of annual leave, plus bank holiday
• 1 additional paid day of leave for the purpose of celebrating your birthday
• Healthcare support through Benenden Health
• Up to 12% pension contribution
• Wellbeing hour once a week
• Cycle to work and employee discount schemes
• Training and development opportunities
• Access to Mental Health First Aiders and Employee Assistance Programmes

Conditions of employment

• Applicants must have the right to work in the UK. 

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• If you believe that you are the right person for this role, please submit your CV and Cover Letter to [email protected] by Friday, 6th February 2026.
• If you have any questions or would like more information about this opportunity, please contact: [email protected].

Interviews

• Only short-listed applicants will be contacted after the closing date. Please note that the closing date is subject to change.

Policies

At RCoA, Equality, Diversity and Inclusion is a core part of our culture, so it is important to us that this is reflected in everything that we do. We welcome all individuals irrespective of age, race, sex, gender identity or expression, sexual orientation, ethnicity, religion or belief, disability, marital or civil partnership status, or parental and caring responsibilities to ensure we actively embrace an inclusive and representative culture that encourages, supports and celebrates our differences.

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