PCS is seeking a motivated and experienced individual to join our Member Response team as Team Leader. This is an exciting opportunity to play a key role in supporting the growth and success of the union by leading a dynamic team handling queries and calls. This post is based in PCS Birmingham with hybrid working arrangements. This role offers the chance to make a meaningful impact in our union.
Salary and Location
* Band 3, Regional Spine points 37-33
* Starting salary: £39,403 p.a. rising to £43,715 p.a. in annual increments
* PCS Birmingham
Successful candidates for the post of Member Response Team Leader will be able to demonstrate:
* Experience leading teams or supervising staff
* Working in a customer-focused organisation or service
* A strong understanding of GDPR
* Experience using CRM platforms such as Salesforce
The main duties of the Member Response Team Leader role include:
* Managing a team of Member Response Team Administrators
* Day-to-day operations of the team
* Ensuring workflows are managed efficiently and service level agreements are consistently met
With an ability to foster a positive and collaborative working environment both remotely and in person, the Member Response Team Leader will be expected to provide clear direction, conduct appraisals, and support the professional development of their team. Strong leadership skills, a proactive approach to problem-solving, and the ability to motivate and engage staff are essential.
The role of Member Response Team Leader offers hybrid working with flexibility to work from home outside of peak periods. Due to key operational and democratic activities, the Member Response Team Leader will be required to attend the office daily from February to April each year and additional periods throughout the year. Outside of this period, hybrid flexibility will apply in line with team needs and organisational policy.
Closing date: at 12 midday on Thursday 20 November 2025
Interviews will be held by Zoom: Thursday 4 December 2025
About PCS
PCS is the Public and Commercial Services Union, representing many thousands of members working in the civil service and related areas.
Employer Benefits
You will have access to a generous package of staff benefits including
* flexible working (including hybrid working)
* childcare and family support
* generous maternity/paternity leave
* 32 days leave and Christmas closure
* pension scheme
* employee assistance programme
Learning and Development
The union offers a wide range of learning and development opportunities. We will work with you to support your continued professional development.
PCS Recruiting Process
We use CVMinder to manage all recruitment activities. It helps us to maintain our commitment to equality and diversity by ensuring that we are fair and compliant with our recruiting practices.
Applications must be received by the closing date and time specified.
Candidates invited for interview are required to make themselves available on the date/s specified. Interview dates cannot be changed to accommodate candidates who are unavailable to attend on the specified date.
* CVs will not be accepted. Please see the job description/person specification and follow the application process.
* PCS is working towards equal opportunities and is positive about disabled people.
* All posts can be considered on a full-time, part-time or job share basis.
Please view our guidance for applicants.
JOB DESCRIPTION: MEMBER RESPONSE TEAM LEADER
Ref: 1125
Grade: Band 3, Region
Salary:
Regional Spine points 37-33
Regional Starting salary £39,403 p.a. rising to £43,715 p.a.
Location: PCS Birmingham
Purpose of the job:
To assist in maximising the potential for union growth, development and success through managing, co-ordinating and supporting the work of the Member Response Team, in line with PCS policy and our ethos as an organising union.
Responsible to: Member Response Team Manager
Responsible for: Member Response Administrators
Contacts
External:
PCS Union Representatives, Members, Government Departments, Employees of other trade unions, Suppliers, TUC, Employers, legal and other professional advisors, other external contacts
Internal:
PCS staff and officials, Bargaining Units, Membership and Balloting, and other internal departments
Main duties and responsibilities
1. People Management
* Day-to-day management of staff and workflow
* Manage work allocation, future planning and support for team/line manager
* Through the appraisal system, identify training and development needs, train or organise training for staff
* Undertake induction programmes, 1 to 1s and appraisals with staff as appropriate
* Apply the staff conduct policies e.g. discipline, grievance, capability, dignity at work and IT security policies as and when required
* Check work standards and maintain consistent quality of delegated tasks
* Proactively promote diversity including equality in line with the wider PCS approach
* Continuously improve effectiveness and efficiency of the administrative team
* Ensure health, safety and welfare of team members
2. Systems Management
* Develop and make best use of relevant systems e.g. office, IT, finance, etc.
* Attend relevant training and ensure staff are appropriately trained on system changes and developments
* Regularly reviewing existing systems, and ensure consistency and organisational best practice is followed
* Equality-proof and check that the design and operation of any new systems are in line with wider PCS policy, e.g. health and safety, and IT security policies, and make recommendations to senior officers as appropriate where new systems are designed that could be applicable to the wider union
* Implement an ongoing development and monitoring process for systems including managing resources, gathering, monitoring, collating and reconciling information, checking allocations, preparing reports, highlighting budget over and under spends
* Set up statistical systems to produce reports and analyse information i.e. membership reports, personal cases management system, equality statistics
* Organise and allocate work, deal with queries and correspondence, research information, produce briefs, documents and responses
* Ensure the membership system e.g. Salesforce is used to maintain up-to-date data
* Contract management work including scoping suppliers, drawing up tendering documents and recommendations, provide reports to bodies and committees
3. Team Working
* Proactively promote team working
* Initiate, organise, lead and participate in team meetings as appropriate
* Maintain high levels of confidentiality of sensitive issues at all times
* Provide assistance to team members
4. Office Coordination / Project Management
* Plan ahead and prioritise the teams work
* Share best practice with colleagues across the organisation
* Manage the physical work environment e.g. undertake risk assessments, coordinate office resources, review office layout in line with facilities systems, work with department head / SNO to deploy non-staff resources (e.g. office furniture and equipment) in the most effective manner
* Prepare for, attend and record meetings and events and take follow up action
* Liaise with senior officials both within PCS and external organisations e.g. trade unions, government departments and agencies
* Handle projects as directed by the line manager
* Deal with complex queries, issues, arising from staff or via correspondence from members
* Draft complex correspondence, briefs, reports as appropriate
5. Meeting, Conference, Election, Ballot, Events Arrangements
* Organise, co-ordinate and supervise arrangements for meetings, elections, conferences, seminars and other external and internal events
* Develop appropriate systems and support for events, conferences, elections, meetings, ballots, etc. e.g. ensuring computer and internet services are available, determine schedule for printing materials, and encourage participation
* Agree and manage timetables, processes and procedures
* Attend and contribute to events as appropriate
* Ensure compliance with rules and legal requirements, including equality issues, seeking guidance where appropriate
6. Union Organising and Campaigning (where appropriate)
* Co-ordinate and assist in the delivery of union organising activity at PCS members workplaces in support of and alongside the relevant PCS Officers
* Prepare, plan, and co-ordinate team(s) support for scheduled union organising and campaigning activity
* Maintain direct contact with PCS members within their workplace(s)/branches as required
* Co-ordinate and delegate union organising and campaigning support work/activity to direct staff team as required
7. General
1. At all times implement and promote the PCS's Equal Opportunities Policy adhering to the PCS Values
2. Take due and reasonable care of self and others in respect of Health & Safety at Work
3. Participate in appraisal, training and development systems
4. In all work activities. click apply for full job details