Organisational Overview:

The Australian Psychological Society (APS) is the premier professional organisation for the psychology profession in Australia. The APS represents over 24,000 members providing charitable psychological services to the community and professional services, education and training to psychologists.

The Role:

Each day the APS receives a high volume of enquiries from members and the public and a large amount of applications to join the APS. To manage the ongoing demand in an efficient and effective way, the APS has established a Members Services Centre (MSC) as the first point of contact for all APS members and prospective members wanting to join the APS.

This position is part of a team that has the vital role in engaging with current, former and future members, and providing an efficient and effective response to a wide range of enquiries that affect the practice of psychologists and the discipline and profession of psychology.

This position is crucial for onboarding new members, processing applications, renewals and reinstatement's and related finance tasks for the APS and APS Colleges.

The position will also work collaboratively with other MSC staff and management to review internal processes to ensure they are fit-for-purpose, efficient and effective in providing high quality member services.

Individual Responsibilities:

• Provide a primary administrative support function to the MSC team members and to the Manager Member Services & Ethics.
• Provide administrative support for Ethics Committee and Ethical Guidelines Committee matters
• Attend regular meetings with relevant National Office Staff to monitor content of enquiries and emerging areas of demand
• Provide secretariat assistance for membership recruitment and retention projects
• Compile summary data reports from the CRM of number and type of calls responded to
• Manage membership documentation
• Maintain the integrity of the member database
• Assist members with enquiries related to change of name, change of title payments, fee reductions, commemorative certificates and Life Member status
• Support College membership, including maintaining the APS College-related Supervisor and other directories
• Assist with the administration of the annual membership renewal and reinstatement processes throughout the year

Team Responsibilities:

• Receive and input new applications (online and hard copy) for APS membership and College membership into the CRM
• Accurate review of supporting documentation for membership applications, and contacting applicants to request correct/missing documentation
• Preparing and sending new member packs
• Printing and sending membership certificates (Member & Associate Member)
• Filing membership files
• Annual archiving of membership files
• Develop and maintain up-to-date knowledge in order to respond efficiently and effectively to a broad range of enquiries
• Undertake project work in order to meet the needs of the business (including development and improvement of systems and processes)
• Deliver on initiatives identified in the planning process

Key Selection Criteria

Essential:

• Strong work experience as a high-level administrator preferably within a customer service or membership organisation
• Advanced skills in Word, Excel, PowerPoint, web-based software, email systems and other MS software
• Experience in finance administration
• Experience in providing phone support

Desirable:

• Experience in/knowledge of governance processes will be highly regarded
• Experience with CRM and CMS systems is highly desirable
• Some knowledge of psychology will be highly regarded

Competencies:

• Excellent written communication skills
• An eye for process improvement and demonstrable problem-solving skills
• Good time management skills including the ability to work to deadlines
• Ability to consult appropriately and work independently
• Ability to collaborate and work as part of a team
• Strong customer service focus
• Ability to develop and maintain up-to-date knowledge across a broad range of areas
• An ability to quickly acquire skills in new IT systems (databases) and processes (CMS)
• Logical work management and problem-solving abilities
• A flexible, open and adaptive approach to new ideas, products and systems
• Capacity to understand complex conceptual issues and simplify them for enquirers

A full Position Description is attached below.