Member Management and Development Specialist
We're seeking an enthusiastic and experienced volunteer manager to lead our Member Support Team in delivering a high-quality Research Ethics Committee (REC) and Confidentiality Advisory Group (CAG) service. The postholder will oversee the effective end‑to‑end management of the member lifecycle, including recruitment, onboarding, induction, development, retention, and performance management.
There are approximately 1,000 members and the postholder will ensure that REC and CAG membership is appropriately constituted, sustainable and aligned with relevant legislation, policy and operational requirements. The postholder will be responsible for resolving complex and sensitive member matters in line with organisational policies, and for leading the development and improvement of member service standards, proactively identifying and mitigating risks to service delivery.
The role requires the ability to effectively prioritise competing demands, identify and implement process improvements and support the team to manage a large and complex membership within a high‑volume, fast‑response operational environment. The postholder will work collaboratively with internal colleagues, other UK nations and external stakeholders, using strong influencing, persuasion and communication skills to convey complex information clearly.
Main duties of the job
- Lead the Member Support Team to deliver a high‑quality REC and CAG service, ensuring membership is appropriately constituted, sustainable and aligned with relevant legislation, policy and operational requirements.
- Manage the end‑to‑end member lifecycle of approximately 1,000 members, including recruitment, onboarding, induction, development, retention and performance management.
- Develop and improve member service standards, ensuring that membership capacity, capability and conduct enable timely, robust and high‑quality ethics review and confidentiality advice.
- Identify and mitigate risks to service delivery, taking appropriate action to maintain service performance.
- Resolve complex and sensitive member matters in line with organisational policies.
- Collaborate with operational teams and stakeholders across the UK to support the ongoing development and assurance of UK REC and CAG services.
- Communicate complex information clearly through high‑quality presentations and reports.
- Prioritise competing demands, identify and implement process improvements that enhance efficiency and enable the team to manage a large and complex membership.
Qualifications, experience and skills
- Post‑graduate leadership qualification or equivalent experience.
- Significant demonstrable and relevant experience in a volunteer management or volunteer recruitment role equivalent to a degree, and / or a degree related to the subject.
- Significant experience in team leadership and service delivery within a high‑volume, complex environment.
- Proven experience in service improvement, change management and (desirably) training design and delivery.
- Ability to analyse complex data and stakeholder feedback to inform decision‑making, service improvements and operational policy.
- Strong relationship‑building and team leadership capability to deliver high‑quality, collaborative outcomes.
- Excellent communication skills, with the ability to engage, support and manage a wide range of stakeholders.
- Strong knowledge of research ethics frameworks including UK REC policy documents and relevant UK legislation (e.g., Clinical Trials Regulations, GCP).
- Advanced data analysis and reporting skills (including Excel), with excellent organisational, problem‑solving and prioritisation abilities.
- Ability to analyse information and make decisions managing sensitive member issues and balancing competing priorities.
- Flexibility to travel across the UK, including occasional overnight stays.
- Commitment to equality, diversity and inclusion.
Working arrangements
Full‑time, mandatory flexible working. Home or remote working is available. Compressed hours are an option.
Location
For the Manchester, Nottingham or Bristol locations the role must be home‑based.
Legal and equal opportunity statements
We are committed to creating an inclusive workplace that promotes and values diversity. We welcome applications from people of all ages, disabilities, gender identities, ethnicities, religions or beliefs, sexes, sexual orientations and any other diverse characteristics and have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service check must be carried out.
