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Membership Manager
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Membership Manager
We are seeking a motivated Membership Manager who will provide strategic and operational leadership for the Membership Team, ensuring high standards of service, regulatory compliance, and member engagement.
The role will lead and develop the team, managing performance, supporting professional growth, and driving continuous improvement across all membership and accreditation activities.
They will manage the team responsible for processing all membership application forms and maintaining a database of over 10,000 members, ensuring all records are accurate, up to date, and compliant with regulatory and accreditation requirements.
They will lead the organisation’s complaints process, ensuring complaints are managed fairly, consistently, and efficiently, in accordance with regulatory requirements, scheme rules, and internal procedures.
The Membership Manager will analyse complaint trends and outcomes to identify opportunities for service improvement and risk reduction. They will also be responsible for the development, implementation, and ongoing review of team policies, procedures, and quality standards.
Key Responsibilities
Leadership and Management
- Lead, manage, and mentor team members to maintain a high-performing, customer-focused membership team.
- Champion professionalism, integrity, and high standards across all Accreditation operations.
- Build a motivated and effective team through clear communication and coaching.
- Ensure team objectives, performance measures, and priorities align with departmental and organisational strategic objectives.
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Membership and Complaints Management
- Chair and coordinate the Certificate Committee, ensuring decisions, actions, and recommendations comply with regulatory and accreditation requirements.
- Collaborate with internal teams, regulatory bodies, and external development partners to ensure compliance and industry alignment.
- Effectively manage personal workload, team workload, and resources.
- Streamline the membership application process by working closely with the Training Department and Project Team.
- Analyse complaints and collaborate with support teams to identify and address training gaps for members.
- Identify recurring issues and recommend improvements to accreditation processes and assessor training.
- Develop, implement, and review policies, procedures, and quality standards, ensuring compliance with accreditation requirements and regulatory changes.
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Compliance and Reporting
- Ensure all complaints are managed in line with internal policies, accreditation requirements, and relevant legislation.
- Contribute to monthly reporting for the Ministry of Housing, Communities and Local Government.
- Maintain accurate records and produce regular reports covering complaints and membership figures.
- Lead preparations for regulatory and accreditation audits, ensuring all documentation, evidence, and processes meet the required standards.
About You
We are seeking someone with a strong “can-do” attitude who is willing to go the extra mile to provide a positive customer experience.
Ideal Candidate
- A minimum of two years of management experience
- Excellent written and verbal communication skills
- Strong attention to detail and the ability to manage sensitive information
- Strong organisational and time management skills
- Experience working within a regulated industry
Preferred Experience
- Knowledge of energy assessment schemes, such as EPCs, DECs, and SAP
- Experience working within an accreditation or certification body
- Familiarity with relevant legislation, including GDPR and consumer protection laws
- Experience working within a complaints department
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