Membership Services Manager

The Royal British Legion
Closing date 26 May 2023
Location Hybrid working with a miniumum of 2 days in London
Position type Permanent
Role Membership
Education School
Experience >5 years
Salary Up to GBP 41,452
Benefits See below

Job description

About the Royal British Legion

Across the country, in every city and on every street, the RBL is there to support our Armed Forces community.

So, if you want to give your days meaning. To put your passion into a role with real impact. To support people and be supported yourself. Whatever your interests and ambitions, we think you’ll find a role here that works for you, with career opportunities right across the UK.

Diversity Statement

We believe that the compassion, understanding, and service we show each, and every individual should be reflected in the way we all support, respect, and include every individual who works with us. We want everyone involved in our work or receiving our services, to feel proud to contribute to or be part of a diverse and inclusive organisation.

As our Membership Services Manager, you will play a crucial role in ensuring that our members receive outstanding customer service, implement membership strategic objectives to improve the member experience and journey.

Our 200,000 strong membership plays a vital role in supporting the work of the Royal British Legion. Members build relationships. They share experiences with like-minded people and have a say in the way we run the Legion by voting through our branch network, but most importantly, membership exists so our Armed Forces family has friends and allies standing by them in every community.

If successful, some of your main focuses will be
  • Explore and develop the customer experience in conjunction with the membership experience manager to create a cohesive and streamlined journey for members
  • Play an active role in driving customer service with an emphasis on service improvement and process
  • Forecast, plan and prepare the annual services budget, monitoring all expenditure against the budget, managing the regular budget control activities
  • Take ownership of supplier performance and contract management and foster collaboration by using effective conflict management, problem solving, and networking skills
  • Manage the relationship with external suppliers and initiate negotiations as and when required to deliver continuous improvement to the membership systems and processes 
About you
  • Current or previous line management background, supporting a high performing team dealing with multiple demands from members
  • Experience of recording, organising, and reconciling financial data
  • Have an inclusive approach to ensure services provided are responsive and appropriate to all
  • Ability to prioritise workload effectively, and bring in new ways of working

This role will involve hybrid working, travelling on some days (minimum of 2 per week) to our Head Office, which is located at Haig House, 199 Borough High Street, London SE1 1AA, with the option of working from home on other days.

How to apply

Apply through LinkedIn