Member Services Leader - 12-Month Contract | Hybrid

CIPS; Peterborough; Hybrid; GBP 48.000 - 57.000; Vollzeit

Benefits dieser Stelle

25 days holiday

Private medical insurance

Pension scheme

Life assurance 4x salary

Bonus scheme

On-site restaurant and gym

Zusammenfassung

The Chartered Institute of Procurement & Supply (CIPS) in Peterborough is seeking a Member Services Manager on a 12-month fixed-term contract to lead our frontline Member Services team and uphold high service standards.

You will develop a high-performing team, coach staff, and drive service improvements using member insights while collaborating with stakeholders across the organisation. This hybrid role offers a comprehensive benefits package and a chance to impact member experience globally.

Qualifikationen

• 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.
• Ability to analyse performance data and customer feedback to drive service improvements.
• Excellent stakeholder management skills with the ability to influence across an organisation.
• Experience within a membership organisation or regulated environment is advantageous.

Aufgaben

• Lead day-to-day operation of the Member Services function and ensure enquiries are handled efficiently.
• Create a culture focused on delivering an outstanding customer experience while meeting service levels.
• Use customer insight and performance metrics to identify trends and drive improvements.
• Collaborate with stakeholders across the organisation to implement service enhancements.
• Coach and develop your team, manage performance and support change initiatives.
• Ensure the voice of the member is represented to drive continuous improvement.
• Champion service excellence and lead initiatives to enhance the member journey.
• Embed new systems and processes to improve operations.
• Act as customer champion across the organisation.

Kenntnisse

Customer service leadership

People management

Stakeholder management

Data analysis

Customer complaints handling

Membership organisation experience

Jobbeschreibung

The Chartered Institute of Procurement & Supply (CIPS) in Peterborough is seeking a Member Services Manager on a 12-month fixed-term contract to lead our frontline Member Services team and uphold high service standards.

You will develop a high-performing team, coach staff, and drive service improvements using member insights while collaborating with stakeholders across the organisation. This hybrid role offers a comprehensive benefits package and a chance to impact member experience globally.