We are an independent membership body, with a diverse range of members across all sectors and industries. Our vision is to see a world where excellent customer service has a positive and sustained impact on individuals, organisations and the economic performance of UK Plc.
This is an exceptional opportunity to promote and deliver a programme of events which increases member and non-member engagement and ensures members gain maximum value from their membership.
KEY RESPONSIBILITIES
1. Events planning & delivery
• Plan and implement national profile-raising events to support member engagement – including the flagship Annual Conference & Awards, AGM, Head to Head interviews, research launches, National Customer Service Week and member meetings.
• Co-ordinate pan-Institute events and maintain an overview of departmental plans to ensure alignment, effective planning and resource management.
• Manage relationships and commercial contracts with suppliers to ensure events meet marketing, operational and commercial objectives.
• Plan and implement National Customer Service Week, providing collateral and resources for colleagues to share with members and supporting activity across the business.
• Maintain a speaker database to support the identification and selection of appropriate speakers for Institute events.
• Work with colleagues to develop and maintain business processes relating to events, promoting efficient, consistent and effective ways of working.
2. Event marketing, communications & brand delivery
• Work closely with the Senior Brand & Digital Manager to ensure online and offline communications relating to events are fully integrated, consistent and coherent, and that offline activity drives relevant traffic to The Institute’s website.
• Manage and update the events and bookings section of the website, ensuring key events are promoted across the business and membership in a planned and timely manner.
• Create and update brand materials for presentations, collateral, exhibition stands and other Institute literature, ensuring high-quality outputs that comply with The Institute’s brand identity and meet deadlines.
• Create and maintain digital communication templates to ensure event invitations, reminders and follow-up communications are consistent in language, tone and imagery.
• Create, audit and maintain communications and event content on the Institute’s intranet to maximise awareness and attendance at events.
3. Event performance, reporting & continuous improvement
• Measure and assess event ROI through post-event surveys, feedback analysis and reporting, enabling The Institute to respond to customer feedback and continually improve the customer experience.
• Create and maintain target attendee lists, working with colleagues to ensure events are appropriately targeted and maximise member engagement.
• Create, report on and be accountable for key metrics relating to communications and sales activity associated with customer events, monitoring performance against success criteria and identifying opportunities for improvement.
4. Portis: The Service Innovation Hub & Mini MBA in Strategic Service Leadership – Delivery
• Providing marketing and logistical support to Portis cohorts, ensuring a smooth participant journey from enrolment through to completion.
• Support coordination of Portis pre-cohort communications – including onboarding information, key dates, expectations and engagement activities.
• Assist with Portis cohort administration where required – including relationship management with participants, enrolment tracking, attendance monitoring and ongoing communications.
• Coordinate logistics and liaison for in-person Service Labs, working with facilitators, venues and participants to ensure effective delivery.
• Support the ongoing operation and management of the Portis virtual learning environment (VLE) – including uploading and maintaining content, managing resources and ensuring participants have access to all relevant materials.
• Work closely with internal teams and facilitators to identify improvements to the Portis experience and support continuous development of the programme.
5. Internal Communications & Brand Management
• Work with HR and the internal communications working group to lead internal communications activity.
• Manage the monthly internal newsletter, ensuring content is timely, engaging and aligned with organisational priorities.
• Act as an internal brand guardian, ensuring consistent application of The Institute’s brand identity across internal communications and materials.
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