Member Services Manager

CIPS; Peterborough; Hybrid; GBP 48,000 - 57,000; Full time

Benefits offered by this job

25 days holiday

Private medical insurance

Pension scheme

Life assurance 4x salary

Bonus scheme

On-site restaurant and gym

Job summary

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.

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.
• 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.

Responsibilities

• 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.

Skills

Customer service leadership

People management

Stakeholder management

Data analysis

Customer complaints handling

Membership organisation experience

Job description

Member Services Manager (Contract Type 12 Month Fixed Term Contract) | £47,780 - £56,738

Westpoint, Peterborough, PE2 6FZ (Hybrid) | 35 hours per week | Full-time | Global Organisation

Lead a team that puts our members at the heart of everything we do

Are you an experienced customer service leader who thrives on delivering exceptional service, developing high-performing teams, and driving continuous improvement?

We are looking for a confident, forward-thinking and proactive Member Services Manager to lead our frontline Member Services team, ensuring every member and customer interaction reflects the high standards and values of CIPS.

This is a pivotal leadership role where you'll inspire and develop a team of customer service professionals, champion service excellence, and use customer insight to influence improvements across the organisation.

About us

The Chartered Institute of Procurement & Supply (CIPS) is the world's leading professional body for procurement and supply, with over 70,000 members worldwide.

With a Royal Charter, we're driven by a clear purpose: to raise standards, build capability, and support ethical, high-performing supply chain professionals globally.

What you'll be doing

• You'll 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. Working closely with
• your team, you'll 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, you'll
• identify trends, risks and opportunities to improve the member journey. You'll work collaboratively with
• stakeholders across the organisation to implement service improvements and enhance the overall customer
• experience.
• You'll also play a key role in coaching and developing your team, managing performance, supporting change
• initiatives and embedding new systems and processes. As a customer champion, you'll ensure the voice of
• the member is represented across the organisation and used to drive continuous improvement

What we're looking for

You'll bring proven experience managing a customer or member services team and be passionate about delivering exceptional customer experiences. We're particularly interested in candidates who can demonstrate:

• 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 essential.

What you'll get - an array of benefits, including:

• 25 days holiday + bank holidays
• Private medical insurance (BUPA)
• Pension scheme
• Life assurance (4x salary)
• Bonus scheme (non-contractual)
• On-site restaurant and other great facilities including a gym.

Why join CIPS?

At CIPS, you'll have the opportunity to lead a function that makes a real impact on our members' experience. You'll work with colleagues across a global organisation, influence change, and help shape the future of our member services offering. You'll join a collaborative, values-led organisation where continuous improvement, professional development and customer excellence are at the heart of everything we do