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Employment Type: Permanent/ongoing basis.
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Hours: Full-time - 1.0 FTE (37.5 hours per week)
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Workplace: Hybrid (2-3 days in office, the rest work from home)
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Location: Fitzroy, Melbourne 3065
About OTA
Occupational Therapy Australia (OTA) represents and supports the continually evolving occupational therapy profession. Its vision is to support the profession so that people and communities are engaged in occupations that bring meaning and purpose to their lives, fostering health, wellbeing participation and inclusion.
OTA champions occupational therapists to support their community. As Australia's professional association for occupational therapy with over 12,500 members across Australia, OTA fosters evidence-based practice, enables lifelong learning and promotes the future of occupational therapy. We are incredibly proud of the work we do in delivering professional development, advocacy, practice standards, collegial networking, and broader member services, and we have big goals over the coming years.
What does the role involve
As a Member Services Officer, you will play a key role within the team. Being the first point of contact for member queries, you will ensure exceptional customer service is provided to Occupational Therapists whilst also contributing to membership engagement projects. Your role involves administering member benefits and onboarding new members, responding to inquiries, and supporting engagement initiatives like events and professional development. The role may require local and/or interstate travel from time to time to support member engagement activities.
What we need in the role
We’re looking for a membership superstar who can provide high quality customer service to our Occupational Therapist members across the country. This role will have you chatting daily with Occupational Therapists, responding to day-to-day member emails and inbound calls, working with your peers to manage member enquiries, undertaking outbound engagement tasks and supporting various membership tasks & projects.
The team
You’ll be part of the Membership Team and will report to the Head of Membership Engagement and Experience. Your role will require you to consistently interact with your peers and regularly connect with all portfolios across the business as well as members and key stakeholders – providing opportunities for ongoing learning and connection to be successful in the role and drive the growth of our brand.
What responsibilities form part of this role?
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Customer Service – Act as the first point of contact for incoming telephone calls, email and visitors to the OTA office. Provide exceptional member/customer service and handle enquiries end-to-end fostering a positive membership experience.
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Membership Engagement – Undertake a variety of outbound engagement activities to support member recruitment, onboarding, renewals and re-joins. Actively contribute to achieving OTA’s KPIs for membership growth and satisfaction.
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Administrative Support – Provide administrative support for member benefits, events, conferences, and CPD programs, administer alerts for membership renewals and other member communications, and manage daily administrative tasks, including mail, contact lists, and office supplies.
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Member Data Management – Ensure member/customer records are accurately maintained and all interactions are logged in OTA’s CRM. Undertake basic reporting functions and utilise the CRM to gather insights to support member interactions & process improvements.
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Relationship Management – Work with key internal and external stakeholders to deliver projects and enhance service delivery for OTA’s members. Manage relationships with longstanding OTA members, committee members, interest groups, university contacts and other key stakeholders as required.
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Support Member Communications – Provide support to OTA’s marketing & communications team by contributing to the development of member communications and key campaigns.
Why you should work with us
OTA offers our staff a professionally satisfying, rewarding and flexible working environment. In addition to a hybrid working environment, OTA cares for our team with a Wellbeing Program and initiatives to support work-life balance that includes the following initiatives:
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Flexible Work Arrangements: Melbourne-based employees can enjoy the flexibility of our hybrid work model (3 days in the office, and 2 days working from home)
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Employee Assistance Program: We partner with Acacia EAP to provide our OTA staff with free and confidential assessments, short-term counselling, referrals, and follow-up services for personal and/or work-related problems.
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Half Day Off for Health Checks: As part of OTA's commitment to staff wellbeing, our employees get half a day (4 hours) off each calendar year for health checks ranging anywhere from a dental appointment to a mammogram or even just a regular check-up - no sick leave required!
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Birthday Leave: Celebrate your birthday with an additional day off.
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Working From Anywhere Policy: Our new initiative could see you working interstate or internationally for up to 4 weeks a year.
You will be joining a dedicated team with a fun and hardworking culture who love what they do and are genuinely passionate about supporting occupational therapists across the country. This is a great opportunity to make this role your own and be part of an exciting evolution for the organisation whilst making a difference when it comes to helping us achieve our purpose of protecting and progressing occupational therapy in Australia.
Skills and Experience
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Membership/Association Experience: Experience in a membership-based organisation (highly desired) and/or a strong background in customer service and administration.
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Technical Competence: Competent in the use of a variety of digital systems, including: Bond Software, SharePoint, Monday.com and Campaign Monitor (or equivalent products) (highly desired).
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Communication Skills: Excellent communication and customer service skills with the ability to engage effectively with members and stakeholders.
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CRM Experience: Proven experience/competence using CRMs or other similar databases to track data, produce reports, extract information and update records.
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Workload Management: Demonstrated ability to proactively and independently manage own workload in an often-reactive environment, while collaborating within a larger team.
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Process Management: Ability to establish and maintain quality processes and systems for effective data and document management.
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Organisation Skills: High level organisational skills and attention to detail.
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Motivation: Results-driven, self-motivated and passionate about providing high quality member experiences.
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Team Player: Demonstrated ability to collaborate effectively and professionally with colleagues across different teams and levels, and a willingness to share knowledge, support others, and contribute to a positive and inclusive team culture.
If you would like to join our team and be a part of our growing success story, then please click on the apply link below and send your resume and cover letter in WORD or PDF format. Alternatively, if you wish to receive a copy of the Job Description, please contact the HR team on hr@otaus.com.au.
OTA as an Equal Opportunity Employer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
We encourage applications from all backgrounds, ages, and gender, as well as Aboriginal and Torres Strait Islander people, those who identify as LGBTIQ+, and people with a disability.
OTA is not accepting inquiries from recruitment agencies for this position.
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