Membership Team Leader

ICAEW; Milton Keynes; On-site; GBP 35,000 - 55,000; Full time

Job summary

ICAEW is seeking a Membership Team Leader in Milton Keynes to blend hands-on service delivery with strategic oversight. This role focuses on leading the Member Services team, ensuring high-quality support, and fostering a culture of continuous improvement. Ideal candidates will have strong customer service experience, excellent communication skills, and the ability to drive performance through data.

Benefits

Substantial suite of training and development

Flexible working arrangements

Generous benefits package (e.g., gym discounts, pension plan)

Qualifications

• Strong experience in customer service or enquiry-based environments.
• Proven ability to lead and support others.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide leadership and operational support within Member Services.
• Handle complex or escalated enquiries across multiple channels.
• Motivate and guide team members through support and coaching.

Skills

Customer Service

Leadership

Communication

Problem Solving

Job description

ICAEW Milton Keynes, England, United Kingdom

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ICAEW Milton Keynes, England, United Kingdom

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Base pay range

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Full time - 35 hours per week - hours are on a flexible shift rotation between 7am and 7pm to support service needs.

Join our team

We're looking for an exceptional Membership Team Leader to join our team at the ICAEW. This is no ordinary leadership role-it's a unique opportunity to combine hands-on service delivery with strategic operational oversight, all while being at the heart of initiatives that shape the future of member services.

Within this team you will be able to blend skills and strategy: Balance the member-facing responsibilities of an Advisor with the operational focus of a Supervisor.

This isn't just a job-it's a platform for impact, growth, and innovation.

Role Profile

Provide leadership and operational support within the Member Services team, ensuring high-quality enquiry handling, team development, and service excellence, without direct line management responsibilities.

Responsibilities include:

• Lead by example, spending 20-30% of time handling complex or escalated enquiries across multiple channels.
• Support resolution of enquiries related to ICAEW qualifications, services, events, and membership benefits.
• Uphold quality standards and proactively identify improvements to enhance the member experience.
• Motivate and guide team members through on-the-job support, coaching, and knowledge sharing.
• Foster a positive, improvement-driven culture aligned with departmental goals.

Candidate Profile

Requirements include:

• Strong experience in customer service or enquiry-based environments.
• Proven ability to lead by example and support others in achieving goals.
• Excellent communication and problem-solving skills.
• Confidence in using data to monitor performance and drive improvements.
• A proactive, process-minded individual with a collaborative approach.

Curious to Learn More?

Discover how you can make a difference at ICAEW while growing your career in an environment that values initiative, insight, and integrity.

Click the document attached to explore the full role profile and apply today!

Why work for us?

We want you to enjoy your work and flourish in your role.

Our working environment is friendly and supportive, and we encourage everyone to understand personal differences and treat each other with respect.

We are a diverse organisation, employing skilled and motivated people from all backgrounds and helping them to reach their full potential, through training and development.

Sustainability is important to us, and we work hard to reduce our carbon footprint, whether that's in our buildings through lighting and heating, or encouraging staff to recycle and reduce paper consumption.

Our employee benefits include:

• A substantial suite of training and development
• Flexible working arrangements
• A generous benefits package which includes gym discounts, pension plan, season ticket travel loans and health and dental plans

We are a disability confident employer.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Hospitals and Health Care, Non-profit Organizations, and Government Administration

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