During the last ten months, Harry Downton has led the Member Services Department as the scope of their work has broadened. During the same period, Harry has been lucky enough to begin a new role with a technology company in the North of England. His (real-world) role has since been expanded and he will begin more nationwide work during the last quarter of 2021. As well as having to balance his personal and work life, it seems that it will not be possible for him to also dedicate the amount of time necessary to continue in his role within the DSG. As a result we have agreed to recruit a replacement Member Services Director who would take over from him in September.

While the development phase is not complete yet, this department now will undergo a period of consolidation over its responsibilities and ensure that it can deliver what it was introduced to do - which is to provide a consistent and uniform point of contact for all of the division's members for their day-to-day interactions.

The DSG would like to thank Harry for his input in the running of the division of the past months and the care he has taken to support and develop the team members within the Member Services Department.

This marks the beginning of the recruitment process for a new director of the Member Services Department. This role is the lead for the Member Services Department; our newest department – which provides the main contact with members in ensuring their support needs are met and facilitating their experience within the division from Day 1 onwards.

Application Closing Date 18th 21st August 2021 2359z

The Member Services Director shall: 

•          Sit on the Division Staff Group
•          Coordinate the ongoing activities of the member services department; primarily responsible for the queries of members and handling membership issues
• Grow the responsibility of the member services department to include oversight of first line support activities in the Division including: 
  •          managing the VATSIM UK ticket system 
  •         integration of front-line Web and other department support queries
•           Have oversight of all Visiting and Transfer activities in the Division 
•           Have responsibility for the administration of training waiting lists in conjunction with the Training Department
•           Develop the new member experience through specific interventions for this target group
•           Liaise as necessary with other departments where the activities listed above require it

      The preferred candidate will have: 

•       Good planning and organisational skills
•       Good communication, administrative and teamwork skills
•       Motivation to excel in the role and a vision to develop this department
•       Experience with managing small teams of volunteers 

      The successful candidate must: 

•           Be a VATSIM UK Division member 
•            Have the availability to answer emails and tickets on a daily basis and spend at least 7 hours per week on the role

Applications or queries are to be sent to jobs (at) vatsim.uk. Please state why you see yourself as a suitable candidate for the position, how you meet the desired attributes and what you can bring to the team. You should refer to the duties outlined and provide suitable (online and offline) examples where appropriate.

The successful candidate will receive training on our systems, policies and practices.