The Chartered Institute for the Management of Sport and Physical Activity (CIMSPA) is recruiting for three roles across our Professional Services and Engagement Teams: Customer Engagement Co-ordinators and Accreditation Co-ordinator. Customer Engagement Co-ordinators Customer Engagement Co-ordinators manage one-to-one engagement and contact with our members, helping them to progress their career and maximise their professional potential. Our Customer Engagement Co-ordinators will have a pivotal role in delivering CIMSPA’s strategy through outbound calling activity to optimise customer lifetime value through increased reaccreditation/retention and engagement, helping sport and physical activity professionals to advance their career. This highly accountable role is focused on the account management of customer relationships, lead management and conversion processes with the objective of proactively engaging customers to help them gain best value from their relationship with CIMSPA and to upgrade their professional status through an omnichannel customer journey. The role involves providing direct support to customers and potential customers, focusing on outbound calling to engage customers in advancing their professional status and career, and account managing customers to ensure they receive personalised support and guidance. The Co-ordinators will work within CRM account management processes to upsell, enhance customer engagement and satisfaction, and convert customer opportunities. The role will also require the successful candidates to plan, organise and support the delivery of regular customer webinars (live and on-demand). The role will require collaborating with the Accreditation team to ensure the smooth onboarding of customers. Customer Onboarding role (Accreditation Co-ordinator) Accreditation Co-ordinators help new members gain professional status and our customers to progress their development, status and career. Our Accreditation Co-ordinators are integral to enabling sport and physical activity professionals to gain, retain and upgrade their professional status. The Accreditation Co-ordinators support professionals and employers enquiring about professional status, and assess and quality assure that an individual is eligible for a professional status based on established policies and procedures. The team is responsible for ensuring that professionals meet and maintain the requirements for achieving professional status and encouraging them to progress their career. An ability to understand and support customers with complex cases in relation to prior learning, qualifications and experience is essential. This highly accountable role is focused on lead management and conversion processes with the objective of proactively engaging customers to enable them to achieve and maintain professional status and upgraded professional status against set eligibility criteria. The successful candidate will need experience of working with CRM systems to engage and convert customers. They will also have experience in dealing with inbound enquires, undertaking outbound calls, and have the ability to effectively communicate complex messages. They will work closely with the Customer Engagement team to ensure a seamless transition and customer onboarding journey. These roles are hybrid and there is an expectation to work in the office, in Loughborough, for a minimum of two days each week. About CIMSPA CIMSPA is the professional development body for the UK’s sport and physical activity sector and a registered charity, committed to supporting, developing and enabling professionals and organisations to succeed and, as a result, inspire our nation to become more active. Together we’re developing a vibrant, UK-wide sport and physical activity sector, with the highest standards of service delivery. Working at CIMSPA We are an ambitious organisation with a brilliant team who are very talented. We’ve a lot of work to do but we remain focused on the things that make us great – our people and our culture. We truly believe in giving all our team members a voice which is why we lead by listening. No matter what your experience, role or level, you will be involved in strategy updates, sessions and discussion groups. It really is important that you have a say. CIMSPA’s three core values reflect how our employees perform their work and represent CIMSPA, they are: Respect Quality Teamwork