ABOUT US

The Institute of Directors (IoD) is a thriving membership community for Directors in the UK and beyond, where you can connect with other leaders, develop our skills, and be heard. At a time when great Directors have never been more important, the IoD offers professional development, valuable connections, and influence.
CONNECT – Connect with other Directors and leaders to exchange ideas, learn together, and support each other.
DEVELOP – Advance your skills and knowledge with professional development created by Directors for Directors.
INFLUENCE – Make yourself heard where it matters. The IoD is its member’s voice to Government.

QUALIFICATIONS

• A relevant business administration and/or customer service qualification.

KNOWLEDGE

• Awareness and understanding of anti-money laundering responsibilities (desirable).
• § Awareness and understanding of GDPR regulations.

EXPERIENCE

• Relevant industry experience – likely to have performed in customer onboarding and renewals roles, preferably with a focus on virtual office services and/or workspaces.
• A strong business and financial acumen, with a good understanding of departmental budget and reforecast procedures, P&L, and performance reporting.
• Account management experience.
• Experience, of acting in accordance with the IoD’s key values; teamwork, agility, respect, and leadership.

SKILLS

• The ability to influence and manage senior stakeholders (internally and externally).
• Excellent communicator: Your telephone etiquette is unparalleled, making every caller feel valued.
• Great organisation and planning skills: You keep things running like clockwork, ensuring nothing disrupts our clients’ experience.
• Juggling tasks is second nature to you, and your attention to detail ensures nothing slips through the cracks.
• A high performer, resilient when under pressure and during periods of change.
• Good computer and data entry skills.

ABOUT THE ROLE

The Office Solutions team operate a range of commercial functions including a professional virtual office service (business address, mail forwarding, and telephone answering) and a dedicated workspace facility in the IoD’s iconic 116 Pall Mall building.
Reporting to the Commercial Manager (Services) and working as part of the wider Commercial team, the Office Solutions Service Manager manages the day-to-day operations of the department and plays a pivotal role in ensuring the smooth running of these services, providing impeccable customer service and creating a sense of community amongst our valued clients.

KEY RESPONSIBILITIES

• Telephone Answering: You will be the voice of our exceptional telephone answering service, leaving a lasting impression on every caller.
• Mail Sorting and Handling: With confidentiality you’ll be the guardian of our clients’ mail, ensuring it’s sorted and sent with the utmost care.
• Customer Service and Account Management: You’ll manage meeting room bookings and print requests for existing workspace tenants. You’ll work closely with the Office Solutions Sales and Account Manager to administer any upgrades/downgrades/terminations accordingly, as well as monitoring/reporting any unauthorised usage of the IoD’s addresses and ensuring these are acted upon.
• Compliance: In line with the IoD’s AML Procedures and Policies, you’ll support the Office Solutions Sales and Account Manager in relation to AML compliance processes to ensure compliance with regulations and industry best practice.
• Financial Activities: You’ll support with departmental financial activities including, but not limited to, invoicing, debt management, maintaining accurate performance reports, sharing relevant data with internal stakeholders, and supporting with the departmental budget and reforecast process.
• Projects: You’ll support, manage and/or lead on departmental projects (eg the CRM system, AML procedures and processes, product development, tenders, and research/competitor analysis).
• Teamwork: When required, you’ll provide cover for the wider Office Solutions Team.
• General: To support the team’s efficiency, you’ll conduct general office duties and contribute to the review of all administrative processes.
• Other: Undertaking any other duties which may be reasonably allocated.