Institute and Faculty of Actuaries
Head of Member & Customer Service Improvement
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The Institute and Faculty of Actuaries (IFoA) is the UK's chartered professional body dedicated to educating, developing and regulating actuaries based both in the UK and internationally.
The IFoA regulates and represents over 34,000 members worldwide, overseeing their actuarial education at all stages of qualification and development throughout their careers. We set examinations, continuing professional development, professional codes and disciplinary standards for our members.
We are currently recruiting a Head of Member and Customer Service Improvement for a Permanent contract.
This role is hybrid, both working from home and in any of our hubs.
We encourage our colleagues to work flexibly between home and the hub to suit their needs and preferences, in line with our hybrid working policy. Colleagues are able to work their hours flexibly, in line with core business hours and requirements. We also offer formalised flexible working agreements.
The starting salary is £67,830
To apply, please send a CV and cover letter to HRsupport@actuaries.org.uk by the closing date of Sunday 6 September.
Please note that this vacancy may close early if we receive a high volume of applications, so we’d encourage you to get your application in as soon as possible.
Applicants for this role must have the right to work in the UK.
Purpose of Job
The Head of Member & Customer Service Improvement is the operational lead responsible for delivering an exceptional, consistent and efficient experience for all members, customers, exam candidates and partners across the IFoA's global ecosystem. The Member and Customer Success group is the face of the IFoA, delivering expert advice, support, guidance and customer service to members and customer groups.
The postholder oversees performance and continuous improvement across first and second line customer contact operations and end-to-end membership and learning candidate processes, with a core focus on employer, association partner, university and accreditation services, processes and contact. Reporting to the Associate Director, Member & Customer Success, the post holder works closely with senior managers and colleagues across the IFoA to continually improve member and customer processes and deliver an exceptional service.
Principal Accountabilities
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- Lead the Member and Customer Services teams, developing the work of the overall team and individual competences of team members, modelling behaviours in excellent customer service.
- Ensure effective delivery of the IFoA's end-to-end processes supporting the member lifecycle, exam candidate journey and partner interactions – including onboarding, renewals, registrations, exam bookings, results, certifications, accreditations and ongoing support.
- Embed customer-centred design and continuous improvement methodologies to remove friction, reduce failure, manage demand and enhance satisfaction.
- Audit and deliver improvements in productivity, cost-effectiveness and service quality across all customer and membership processes.
- Oversee operational planning, workforce management, resource allocation and forecasting to ensure teams are optimally equipped to meet demand.
- Establish and refine process efficiencies through automation, workflow optimisation, digitisation and lean methodologies.
- Ensure rigorous quality assurance and compliance across processes, data handling and customer interactions, aligned to policies and standards.
- Handle complex and escalated customer service issues, ensuring fair and effective complaint resolution.
- Report on member and customer themes and trends to improve services, inform tactics and decisions.
- As a member of the IFoA Senior Leadership Team, contribute to corporate decision-making and implementation of decisions within the group and across the IFoA.
- Lead and/or contribute to IFoA projects as appropriate.
Knowledge And Experience
- Change champion with the ability to influence at all levels.
- Delivery mindset with expertise in customer contact and process innovation in complex, multi-market service environments.
- Exceptional collaborator with strong stakeholder management, diplomacy and international cultural fluency, including experience of matrix working.
- Strong people management and development skills with experience of successful team building in both line-managed and matrix-managed teams.
- Ability to prioritise, use own initiative and lead multiple concurrent projects.
- Ability to respond to rapidly changing circumstances where no formal procedures are in place.
- Tact and diplomacy in dealing with sensitive and confidential matters.
- Excellent communication and interpersonal skills.
- Commitment to professional ethics, integrity and inclusion.
- Experience of delivering effective support services to members.
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Decision-Making and Complexity
The post holder is required to take decisions – in consultation with leadership as appropriate – and exercise fair judgement to ensure key aspects of the IFoA's services are delivered effectively. They have the ability to recommend and implement improvements and process changes to enhance the effectiveness, efficiency and experience of interaction with the IFoA.
As a member of the IFoA Senior Leadership Team, the postholder contributes to corporate-level decision-making with medium to long-term implications. The role requires effective management of a team balancing multiple workflows and projects, often with an impact on members' career progression.
Alternative format and adjustments
Please Email The HR Team If You Require
- any information regarding our vacancies in an alternative format
- any adjustments to support you to fully participate in any part of the application and recruitment process
Any information shared will be used only to enable us to make reasonable adjustments to support candidates to participate in the recruitment process. It will not inform selection decisions.
You can reach us at HRsupport@actuaries.org.uk.
Diversity, equity, and inclusion
The IFoA encourages applicants from a variety of backgrounds and experience and welcomes diversity with regard not only to protected characteristics but also diversity of thought. Diversity, equity and inclusion are more than just words for us. That’s why we are committed to creating a culture where everyone feels included and respected, and where no one is unfairly discriminated against. Consequently, we promote diversity, equity and inclusion in all our policies, practices and procedures, and actively encourage applications from a diverse range of potential candidates. All applications for our roles are considered on merit alone, and if you don’t meet all the criteria but believe you have something to offer, we want to hear from you. For more information on our commitments, please see our DEI strategy page.
Read more about working for the IFoA at https://actuaries.org.uk/jobs/
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