Branch Administrator

Key Responsibilities

• Monitor and manage incoming emails, ensuring queries are triaged appropriately and urgent matters are identified and escalated promptly.
• Answer telephone calls, email enquiries, and website queries, providing information where appropriate or directing enquiries to the relevant person or department.
• Relay information accurately and in a timely manner to the Executive Team, Federation Representatives, and other stakeholders.
• Monitor the Force Intranet and share relevant updates and key information with the Executive Team.

• Provide administrative support to the Executive Team and wider Branch.
• Coordinate and arrange meetings, including scheduling appointments, booking rooms, and distributing relevant documentation.
• Maintain accurate records and support the effective administration of Branch activities.

• Act as a first point of contact for serving and retired members, providing assistance in person, by telephone, and via electronic communication.
• Liaise with Federation Representatives and members to facilitate the effective handling of enquiries and requests.
• Signpost members to the appropriate Federation representatives, departments, or support services.

• Upload and maintain member information on the insurance portal, ensuring records are accurate and up to date.
• Upload and manage documents within the CRM system in accordance with Branch procedures.
• Produce and distribute reports from the CRM system to support operational and management requirements.
• Handle all information sensitively and confidentially, ensuring compliance with Branch policies and data protection requirements.

• Cover reception and ensure a professional and welcoming service for all visitors.
• Manage visitor access and ensure Branch security procedures are adhered to at all times.
• Support the opening and closing of the Branch office/building in line with established procedures.
• Maintain a safe, secure, and organised reception and office environment.

• Deliver efficient administrative support to the Executive Team and Branch.
• Ensure communications and enquiries are managed effectively and responded to in a timely manner.
• Maintain accurate and secure records across all systems and databases.
• Ensure all member information is handled confidentially and in accordance with relevant policies and procedures.
• Support the smooth running of the Branch office and reception function.

Skills, Knowledge & Expertise

• Previous experience in customer service role.
• Strong organisational and time-management skills with the ability to prioritise workload effectively.
• Excellent verbal and written communication skills.
• Experience using Microsoft Office applications.
• Ability to handle confidential and sensitive information with discretion.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.

• Experience working within a membership organisation, staff association, trade union, or police-related environment.
• Experience of membership management systems.
• Knowledge of GDPR and data protection requirements.

Benefits