Member Services Manager

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.

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.

• 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

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 with in a membership organisation, professional body or regulated environment would be advantageous but is not essential.

• 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.

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