Service Innovation Team Manager - Membership and Engagement in Princes Risborough

Salary: £31,000 - £33,700 per annum (depending on experience)

Full Time Perm: Full time - 35 hours per week

Hybrid Working: Home Based/Princes Risborough

We’re Association for Project Management (APM). We’re a professional membership organisation that sets the standards for the project profession. As a registered charity, we reinvest our surplus for the benefit of our members and the profession. We deliver education and develop qualifications. We conduct research and provide knowledge and resources. We run events and share best practice. We give people the opportunity to connect and provide community for our individual members and corporate partners, wherever they are. Above all, when doing so makes a difference, we challenge the status quo.

Job Role Overview

As Service Innovation Team Manager – Membership and Engagement, you will be responsible for the effective day‑to‑day management of the team, ensuring high‑quality customer service is delivered across all APM stakeholders. You will lead, coach, train and develop the team, manage workloads and resources against agreed service levels, and ensure processes are followed accurately and compliantly. Working closely with the wider management team, you will support customer retention and growth, contribute to capacity planning, manage escalated issues, and represent Service Innovation on improvement and change initiatives. You will also deputise for the Head of Customer Operations when required. You will efficiently manage resources to ensure that work volumes are processed within agreed SLAs and KPIs.

Qualifications

• GCSE Maths and English or equivalent

Experience

• Proven experience as a Customer Service Team Leader or Manager
• Effective people management skills, including coaching, development and performance feedback
• Management deputisation experience
• Experience of managing resources, workloads and priorities to meet SLAs and KPIs

Skills

• Strong customer service, communication and relationship management skills
• Ability to train, coach and develop individuals and teams
• Strong planning and organisational skills with the ability to prioritise effectively
• Strong attention to detail and commitment to accuracy and quality
• Confident in using Microsoft Office applications and database systems
• Good understanding of data protection, PCI standards and compliance requirements
• Ability to interpret data and produce reports to support decision making

Why APM

We’re united in our aim to help project professionals around the world deliver better projects, setting the highest standards for the industry. Ask our people what’s great about working here and the views are unanimous. You’ll be joining a community that’s friendly and caring. We believe that good communication creates a culture that’s open and fair. We ensure everyone at APM, regardless of their role, has a voice and knows they’ll be listened to and treated with respect. We see everyone as individuals and champion diversity and inclusion, both within APM and across the wider project profession. You’ll work in a collaborative environment that’s thoughtful, considerate and positive. You’ll be supported by your team and across departments so, together, we meet the high standards we set ourselves.

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible. At APM we are open to talking about flexible working arrangements and reasonable adjustments. Please reach out to discuss further.

Main benefits at APM

• 25 days holiday (excluding all public holidays). This increases after four years’ service.
• Private healthcare and dental cover is available after completion of six‑month probationary period. APM pays the premium for the employee. This becomes a ‘benefit in kind’.
• Pension scheme offered in line with auto‑enrolment with up to 8% contribution from APM.
• Company sick pay scheme.
• Life assurance at four times the salary.
• Salary sacrifice schemes – pension, cycle to work scheme, additional annual leave (up to 10 days).
• Free parking on site.
• Employee Assistance Programme.
• Performance Related Pay (PRP) scheme. The discretionary bonus will take account of individual performance as well as APM’s overall financial performance.
• One paid volunteering day per year.
• Hybrid/flexible working options are available dependent on job role. However, there is a requirement to come into the office 4 days per month.