We are looking for someone to lead the CICM Membership Services team to maintain and grow membership, deliver exceptional service and learning experiences to all enquirers, customers, members and learners, driving achievement of CICM-wide aims and objectives.
The Membership Services team provides a single point of contact for all CICM customers: members, learners, delegates and organisations. The team's role is to place the customer at the heart of everything we do, maintain and grow our membership, answer queries, give advice, take payments, make bookings and provide admin support.
As the Operations Manager, this role will oversee the office and building, being the Health & Safety representative for the office/CICM.
Operations
Putting the customer at the heart of everything we do, lead the team to build and maintain relationships with CICM customers: individuals, development partners, individual/group learners, working collaboratively with all colleagues.
Develop, implement and monitor processes in the Membership Services Team to provide the most efficient and effective service possible to our customers, members and learners; promoting an ethos of continuous improvement.
Develop, implement and monitor processes that deliver bespoke packages for our learners to exceed their expectations and meet all regulatory requirements.
Grow the training and learning opportunities for the CICM learners in order to deliver to income targets.
Monitor, track and report on progress of metrics in order to achieve objectives and financial targets.
Leadership and management
Monitor, track and report on the teams' performance against Service Level Agreements (SLAs) and customer/ learner satisfaction measures, adjusting activity according to priorities as agreed with the Head of Delivery.
Coach individuals to maximise performance, this includes succession planning and management.
Plan, monitor, supervise and carry out the day-to-day activity and tasks of the Membership Services to achieve CICM and individual objectives in collaboration with the wider team.
Manage all wellbeing, sickness absence and day to day people management issues
Health and safety
Manage and oversee the Health & Safety requirements of the CICM and its employees. This includes but is not limited to; managing periodic training of relevant staff in the duties of First Aider or fire awareness, managing the periodic testing and assessments as required by law for the building, periodic risk assessments relating to Health & Safety.
Manage, in collaboration with SMT, the arrangements related to facilities management of the office. This includes, but is not limited to; arrangements for general maintenance plans, coordinating the duties of the cleaning operative(s), liaison with SMT and staff relating to office space, facilities and equipment planning needs
Communication
Facilitate and promote upward, across and cascade down organisational information to ensure collaboration, information sharing and a shared purpose
Ensure the efficiency of meetings by planning and executing agendas and follow up action points
Other responsibilities
Role model the CICM Values and principles: Brave, Curious, Resilient
To act as an ambassador/role model for CICM celebrating everything we do
Lead/Attend meetings, training and professional updating as and when required
Maintain confidentiality and observe data protection at all times
Be aware of CICM policies, procedures & best practise so that concerns of non-compliance can be raised
Seek advice & guidance if required ensuring employees and processes work seamlessly together
Self-assess and work on own personal and professional development
To uphold the values of CICM and not tolerate offensive, discriminatory or intimidating language or behaviour
Be responsible for reporting any concerns to a senior colleague in relation to diversity, equality, health and safety
In addition to these responsibilities carry out such duties as may reasonably be required. The above duties are a guide to the nature of the work required & are not intended to reflect all tasks associated within the role.
Person Specification
These are the attributes you need to be to be considered for this role. We also expect you to share and demonstrate our values of 'Brave, Curious and Resilient'.
Experience & Qualifications (E = Essential, D = Desirable)
· Experience of managing a team delivering excellent customer services (E)
· Understanding or knowledge of regulated qualifications/OFQUAL (D)
· Ability to engage and develop relationships in the CICM branch network (E)
· Ability to oversee Health and safety/building mgt for a small office (D)
· Experience of working in a membership based organisation helpful
Skills and personal attributes
Passion for excellent customer services and continuous learning
Positive and strategic thinker
Coaching and mentoring skills
Setting and monitoring service level agreements, complaint resolution
Strong work ethic with a can-do attitude with drive and self-motivation
A driver of change, development and growth
Professional with natural people skills to work collaborate and support our members
Ability to understand KPI's and stats to drive improvements
Ability to collaborate, build excellent working relationships with our colleagues and members
Plan and prioritise workload and own objectives so that deadlines and deliverables are achieved
High level of integrity and discretion
Accuracy and attention to detail
Understands and embraces speed of response
Excellent IT skills with the ability to use MS Office, CRM systems, MS teams etc