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.
About us
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.
What you’ll be doing
- 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
What we’re looking for
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 within a membership organisation, professional body or regulated environment would be advantageous but is not essential.
What you’ll get – an array of benefits, including:
- 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.
Why join CIPS?
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
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