Member Experience Leader – Service Excellence & Insights

Lynch Wood; Hilton; Hybrid; GBP 48,000 - 57,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private medical insurance (BUPA)

Pension scheme

Life assurance (4x salary)

Bonus scheme (non-contractual)

On-site restaurant and gym

Job summary

The Chartered Institute of Procurement & Supply (CIPS) is seeking a proactive Member Services Manager to lead our global member services function in a hybrid role at Westpoint, Peterborough. You will oversee the frontline team, champion service excellence and align member interactions with our high standards.

With proven experience in customer or member services leadership, you'll analyze data, manage escalations and drive improvements across the organisation while coaching your team to deliver

Qualifications

• Proven experience leading customer service or member services operations.
• Strong people management, coaching and team development skills.
• Experience managing complex customer enquiries, complaints and escalations.
• The ability to analyse performance data and customer feedback to drive service improvements.
• Excellent stakeholder management skills, with the ability to influence and collaborate effectively across an organisation.
• Experience within a membership organisation, professional body or regulated environment would be advantageous but is not supply, with over 70,000 members worldwide.

Responsibilities

• Lead the day-to-day operation of our Member Services function, ensuring member and customer enquiries are handled efficiently, accurately and in line with organisational standards.
• Work closely with your team, create a culture focused on delivering an outstanding customer experience while meeting service levels and quality measures.
• Using customer insight, complaints data, satisfaction surveys and operational performance metrics, identify trends, risks and opportunities to improve the member journey.
• Collaborate with stakeholders across the organisation to implement service improvements and enhance the overall customer experience.
• Coaching and developing your team, managing performance.

Skills

Proven experience leading customer or

Strong people management

Experience managing complex enquiries

Analysing performance data

Stakeholder management

Membership organisation experience

Job description

The Chartered Institute of Procurement & Supply (CIPS) is seeking a proactive Member Services Manager to lead our global member services function in a hybrid role at Westpoint, Peterborough. You will oversee the frontline team, champion service excellence and align member interactions with our high standards.

With proven experience in customer or member services leadership, you'll analyze data, manage escalations and drive improvements across the organisation while coaching your team to deliver