At a Glance
- Tasks: Lead a team to deliver exceptional member services and drive continuous improvement.
- Company: Join CIPS, the world’s leading professional body for procurement and supply.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a bonus scheme.
- Other info: Collaborative culture focused on professional growth and service excellence.
- Why this job: Make a real impact on member experiences in a global organisation.
- Qualifications: Proven experience in customer service leadership and team development.
The predicted salary is between 47780 - 56738 £ per year.
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.
Ready to apply?
If you’re an experienced customer service leader ready to make a meaningful impact in a global membership organisation, we’d love to hear from you. Apply now with your CV and a short covering letter telling us what excites you about the role and what you’ll bring to the team. Please apply to vacancies@cips.org. We can’t wait to hear from you!
Member Services Manager in Peterborough employer: CIPS - The Chartered Institute of Procurement & Supply
CIPS is an exceptional employer that prioritises its members and fosters a collaborative work culture in Peterborough. With a strong commitment to professional development, employees benefit from comprehensive training opportunities, a supportive environment, and a range of perks including private medical insurance and a bonus scheme. Join us to lead a dedicated team in delivering outstanding service while making a meaningful impact in a global organisation.
Contact Details:
CIPS - The Chartered Institute of Procurement & Supply Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Member Services Manager in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CIPS - The Chartered Institute of Procurement & Supply. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CIPS - The Chartered Institute of Procurement & Supply before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Member Services Manager in Peterborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CIPS - The Chartered Institute of Procurement & Supply:Your cover letter is your chance to shine! Tell us why you want to work at CIPS - The Chartered Institute of Procurement & Supply specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CIPS - The Chartered Institute of Procurement & Supply!
How to prepare for a job interview at CIPS - The Chartered Institute of Procurement & Supply
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
