Member Services Officer

National Association of Local Councils

Hours
21 hours per week

About the Organisation

Since 1947, the National Association of Local Councils (NALC) has been England’s only recognised national membership organisation for community, neighbourhood, parish and town councils. We work with county associations to support, promote, improve and create sustainable councils. 10,000 parish and town councils in England represent 35 million people with 16 million electors, raising £700 million in precept and investing over £2 billion in communities.

Some of the largest councils have a precept of over £1 million a year. Around 100,000 councillors spend over 14 million hours a year serving those councils to help change their community. Over 300 new councils have been created in rural and urban areas in the last decade. We believe these vibrant and dynamic parish and town councils are at the centre of community effort, delivering services and giving their communities a democratic voice.

About the role

National Association of Local Councils (NALC) represents and supports over 10,000 local councils and 40 county associations across England. We're looking for a proactive, organised and detail-oriented Member Services Officer to join our small, friendly team. This is a varied role combining member support, data management, online event administration and digital project support. You'll play an important part in delivering high-quality services to our members, maintaining accurate membership information and supporting improvements to how we work.

Responsibilities

Member Services:

• Serve as the first point of contact for member councils and county associations, providing timely and professional support.
• Manage onboarding and offboarding processes for new and departing members, including orientation materials and system setup.
• Support annual membership renewals and follow-up communications to ensure retention and satisfaction.
• Assist in delivering member engagement initiatives such as events, committees, and webinars.
• Maintain up-to-date knowledge of member services, events, and benefits to effectively guide and support members.
• Refer member queries to appropriate internal teams and external advisors, including coordinating legal queries and replies with legal teams, ensuring timely and appropriate responses.

Data Management & Reporting:

• Maintain and update the membership database (CRM), ensuring data accuracy, consistency, and confidentiality.
• Regularly update member records, including contact information and organisational changes (new county officers or Assembly members).
• Monitor and improve data quality through deduplication, standardisation, and regular audits.
• Generate regular reports on key performance indicators, membership trends, engagement metrics, and retention patterns.
• Ensure compliance with relevant data protection and privacy standards in all data handling activities.

Digital Transformation and AI Support:

• Assist the Data Services Manager in delivering digital transformation projects, including process mapping, automation, and implementation of new tools and technologies.
• Support pilots and rollouts of new digital tools for internal use and for delivery of member services.
• Help gather user feedback and usage data to evaluate and improve digital tools.
• Maintain documentation related to new digital processes and workflows.

Collaboration & Internal Support:

• Collaborate with internal teams, including communications, policy, and events, to share data insights that inform engagement, communications, advocacy, and service improvements.
• To undertake other duties which may be appropriate within the areas of responsibility of the post.

Skills, Competencies, Experience & Attributes

Experience:

• Minimum 1 year’s experience in a member-facing or customer service role, ideally within a membership association or non-profit.
• Experience of dealing with customer queries
• Experience working with CRM systems and maintaining data accuracy.
• Experience using online platforms and digital tools ( Zoom webinars, ReadyMembership).

Skills, Knowledge & Ability:

• Strong digital literacy, including proficiency with Microsoft 365 and comfort working with datasets and reporting tools.
• Comfortable with learning and using new digital tools and systems, with an interest in innovation and service improvement through technology.
• Excellent interpersonal and written communication skills.
• Strong attention to detail and a proactive approach to solving problems.
• Ability to manage competing deadlines while maintaining high service standards.
• Communication and people skills

Desirable:

• Experience of Local Government/Town and Parish Councils
• Experience with data analysis or reporting tools.
• Experience supporting events, webinars, and member engagement initiatives.
• Experience supporting digital transformation projects
• Familiarity with AI tools or platforms.
• Understanding of membership engagement best practices.
• Familiarity with data privacy and compliance standards.
• Ability to work independently and collaboratively in a hybrid environment.
• Flexibility and adaptability to changing priorities.

Other:

• Willingness to attend occasional meetings /conferences away from the office/ home.
• Commitment to equality, diversity, and inclusion.
• Professional and proactive approach to work.

Required Qualifications

• Commitment to undertake relevant development and training.
• Qualification in business administration, information management, communications, or a related field (equivalent experience).

Compensation & Benefits

• Employer contribution11%.
• 30 days' annual leave plus bank holidays, with an additional three days' paid leave during the Christmas and New Year closure period (pro rata).
• Enhanced maternity and paternity packages.

Working locations

• Hybrid model, working in the London office and remotely

How to apply

• Please apply online application
• Please provide your most up-to-date CV and a cover letter detailing how you meet the person specification and your motivation for applying for the role. 
• If you would like more information about the role, please contact our recruitment partner, WorkNest, at [email protected].
• Applications will be reviewed on a rolling basis, and the vacancy may close early if a suitable candidate is appointed. We therefore encourage you to apply as soon as possible.

Policies

NALC is committed to diversity and equal opportunities and welcomes applications from all sections of the community. As part of our application process, we will ask whether you require any reasonable adjustments. Providing this information will help us ensure the recruitment process is accessible, fair, and inclusive for all candidates. 

Return to listing