Member services officer

National Association of Local Councils; Greater London; Hybrid; GBP 17,000 - 19,000; Part time

Benefits offered by this job

Hybrid working

11% pension contribution

Annual leave 30 days + bank holidays

Additional Christmas/New Year paid-lea

Job summary

National Association of Local Councils (NALC) is seeking a proactive Member Services Officer to join our small, friendly team. The part-time role (three days per week) combines member support, data management, online event administration and digital project support, delivering high-quality services to our members.

You will be the first point of contact for councils, maintain CRM records, support registrations for online events and assist with digital improvements.

Qualifications

• Experience in a member-facing, administrative or customer service role.
• Excellent communication and customer service skills.
• Experience using CRM systems or databases with accuracy.

Responsibilities

• Act as a first point of contact for councils and county associations.
• Maintain our membership database (CRM) with accurate records.
• Support administration and delivery of online events and registrations.
• Assist with digital transformation and automation projects.
• Collaborate with colleagues to support member engagement.

Skills

Customer service experience

Communication skills

Organisational skills

Willingness to learn

Tools

CRM systems

Microsoft 365

Job description

Salary £17,165 - £18,609 per annum (part-time - three days per week)

The National Association of Local Councils (NALC) represents and supports over 10,000 local councils and 40 county associations across England.

We're looking for a proactive, organised and detail-oriented member services officer to join our small, friendly team.This is a varied role combining member support, data management, online event administration and digital project support. You'll play an important part in delivering high-quality services to our members, maintaining accurate membership information and supporting improvements to how we work.

What you'll be doing:

• Member services — Act as a first point of contact for councils and county associations, responding to enquiries, managing member onboarding and offboarding, and supporting access to membership services.
• Data management and reporting — Maintain our membership database (CRM), ensuring records are accurate, consistent and up to date, and assist with data reporting.
• Online events support — Support the administration and delivery of NALC's online events, including managing registrations, responding to delegate enquiries and providing technical and administrative support during live events.
• Digital transformation and AI support — Contribute to digital improvement projects, including new systems, process automation and AI tools that help us improve member services.
• Collaboration and internal support — Work with colleagues across the organisation to support member engagement, share information and contribute to wider organisational activities.

Who we're looking for:

• Experience in a member-facing, administrative or customer service role, ideally within a membership organisation or non-profit.
• Excellent communication and customer service skills, with confidence in handling enquiries professionally and efficiently.
• Experience using CRM systems or databases, with a strong focus on accuracy and attention to detail.
• Good digital skills, including Microsoft 365, and confidence using online platforms and digital tools.
• Strong organisational skills, with the ability to manage competing priorities and work effectively as part of a small team.
• A willingness to learn new systems and help improve how we deliver our services.

About us:

Established in 1947, NALC is the only national body representing the interests of local (parish and town) councils. We work in partnership with county associations to support, promote and improve local councils. We campaign on their behalf, raise awareness of their work, and provide services that meet their needs. Joining NALC means being part of a small, friendly team that makes a big impact, supporting the first tier of local government across England.

What's on offer:

• Part-time contract — three days per week (21 hours).
• Salary — £17,165 to £18,609 per annum(£28,608 to £31,015 FTE - SCP 10 – 15)
• Hybrid working — Our office is located at The Bloomsbury Building, 10 Bloomsbury Way, Holborn, London, WC1A 2SL.
• Pension — 11% employer contribution.
• Annual leave — 30 days plus bank holidays, with an additional three days' paid leave during the Christmas and New Year closure period (pro rata).
• Family-friendly benefits — Enhanced maternity and paternity packages.

NALC is committed to equality, diversity and inclusion and welcomes applications from all sections of the community.

We are committed to making our recruitment process accessible and inclusive. If you require reasonable adjustments during the application or interview process, please let us know.