Face to Face Membership Recruitment Manager

Forestry England

Hours
37 hours per week

Length of contract
2 years

About the Organisation

We are England's largest land manager, looking after the nation's 1,500 woods and forests. Forests flourish with careful planning and expert management. We’re landscapers and foresters on a vast, nationwide scale: we shape landscapes for people, timber and wildlife. We work in partnership across government, with charities and private companies. Before 1 April 2019, Forestry England was known as Forest Enterprise England. Forestry England is part of the Forestry Commission family.

About the role

Join us. We’re foresters, professionals and experts. We are a passionate team who love to share our enthusiasm and want to make a positive difference for you and the environment. Together, we’re using our scale and expertise to grow the nation’s forests for everyone. We’re already adapting our landscapes for tomorrow, and getting stuff done today, like creating amazing places and experiences for you to enjoy. We’re providing vital homes for wildlife, making our air cleaner to breathe and producing sustainable timber.

The purpose of the role is to lead and manage the delivery of Forestry England’s face-to-face membership recruitment activity across multiple sites, ensuring delivery against income and forecasted membership targets at those sites. The role is responsible for analysing the performance of recruiters, identifying trends and opportunities and making recommendations to improve recruitment effectiveness, efficiency and quality.

The role also ensures that recruitment activity is compliant, customer-focused and aligned with Forestry England’s brand and behavioural expectations. Membership recruiters have been trialled, and this role is responsible for developing and delivering a plan for broadening recruitment activity across the organisation to drive greater sales and engagement.

Responsibilities

Key Responsibilities & Accountabilities:

• Contribute to the development and implementation of the national Face-to-Face (F2F) recruitment strategy, translating strategic objectives into operational delivery plans for F2F recruitment.
• Foster a culture of continuous improvement to grow on-site acquisition, working with staff and volunteers to promote the value of membership.
• Set, monitor and review site-level recruitment targets in line with business plans, forecasts and income objectives.
• Analyse performance data of recruiters including conversion rates and cost per acquisition, identifying trends and recommending improvements to maximise income and efficiency.
• Oversee resource planning and deployment of recruiters across multiple sites, ensuring effective use of resources within agreed budgets
• Lead the recruitment, onboarding and training of F2F recruiters, ensuring capability and capacity to deliver required outcomes.
• Build and maintain effective working relationships with district/site leads to coordinate recruitment activity and resolve operational issues
• Design and deliver training programmes as agreed to ensure staff are motivated around supported development and have consistent messaging, compliance and quality standards across all recruitment activity.
• Provide day-to-day management, coaching and performance review of membership recruiters to drive performance and maintain standards
• Ensure compliant and accurate data capture processes are in place and adhered to across all face-to-face recruitment sites, ensuring it is consistent with the approach as agreed with the membership team.
• Maintain and monitor brand and behavioural standards, implementing improvements where required.
• Analyse recruiter interactions and feedback to identify common themes and inform continuous improvement.
• Ensure recruitment systems and processes effectively support operational delivery, identifying issues and contributing to system/process improvements in collaboration with the Membership Manager.
• Oversee administrative processes including timesheet submission and payment reconciliation of the onsite agency recruiters, ensuring accuracy and compliance.
• Make in-person visits to recruiters on site regularly and maintain good and joined-up working relationships with site management colleagues.

Skills, Competencies, Experience & Attributes

Experience:

• Minimum of 3 - 5 years’ experience in a relevant customer service, sales or operations management role

Essential Professional & Technical Experience:

• Experience of working in a management role within a customer-focused or income-generating environment
• Experience of managing, developing and motivating staff or agency teams
• Strong understanding of performance metrics and data analysis to inform decision-making
• Experience of delivering training and supporting continuous improvement in operational performance
• Experience of managing customer interactions and resolving complex issues or complaints
• Good understanding of data protection requirements and customer data handling processes
• Strong IT skills, including use of CRM systems and Microsoft Office applications

Desirable Professional & Technical Experience:

• Experience of face-to-face fundraising or membership recruitment
• Experience of working with external agencies or third-party suppliers
• Experience of managing performance across multiple locations or sites
• Experience of working with CRM systems in a customer service or sales environment
• Knowledge of customer service best practice and industry trends

Compensation & Benefits

• Forestry England contributes an average of 28.97% towards your pension.
• 25 days holiday a year, rising by one day every year of service, up to 30 days (pro-rated for part-time employees) plus additional days off such as bank holidays.
• STaR is our employee benefits scheme offering discounts on everyday supermarket shopping, as well as other things such as hotel stays, clothes, mobile phones, other electrical items, medical and car insurance, holidays, gym discounts, household bills, Headspace wellbeing app.
• Free parking at Forestry England sites and free entry to our National Arboretums at Westonbirt and Bedgebury.
• Commitment to lifelong learning through career development. Forestry England will support your career development in a variety of ways, including continual professional development, support for individual learning plans and sponsored membership of professional bodies.

Conditions of employment

• You must have a full UK driving licence

Working locations

• Home-based
• Cover the whole of England, and it is expected that the post holder will need to travel occasionally (including some overnight stays). United Kingdom

How to apply

• You will be asked to write a 200-word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form.
• Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.
• If you require any reasonable adjustments, please email [email protected].
• If you're planning to use AI to support your application, please ensure you've read our guidelines here first. 

Interviews

• You will be assessed on technical skill and strength-based questions during your interview.  
• The Behaviours being assessed at interview are:
  • Seeing the Big Picture
  • Working Together
  • Managing a Quality Service
  • Communicating and Influencing

Policies

Forestry England is part of the Civil Service. The Civil Service has a Disability Confident Scheme (DCS). This means candidates with disabilities who meet the minimum selection criteria during the application process will be guaranteed an interview. We also offer a Redeployment Interview Scheme to current civil servants who are at risk of redundancy, and who meet the minimum requirements for the role. This role is also part of the Great Place to Work for Veterans and Prison Leaver Recruitment initiative. 

Within Part 7 of the Immigration Act 2016, it is essential that applicants should have the ability to provide conversation in accurate spoken English. Our recruitment process makes appointments based on fair and open competition and merit, as outlined in the Civil Service Commissioners’ Recruitment Principles. If you feel your application has not been treated in line with/according to these principles and you wish to make a complaint, please email: [email protected]

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