Job Description

PCS is looking for an experienced and motivational people manager to lead our Member Response Team in maintaining high standards of service to our members.


With experience of managing CRM systems in a service-focused environment, the Member Response Team Manager will value effective processes and clear communication, supporting operational managers in understanding and delivering new and ongoing initiatives.


Project management is key, as the Member Response Team Manager will coordinate multiple workstreams and ensure timely, efficient implementation.

Salary and Location

Band 4, London Spine points 27-23 Starting salary: 51,759 p.a. rising to 58,877 p.a. in annual increments PCS Clapham

Successful candidates for the Member Response Team Manager will be able to demonstrate:

Management of CRM systems, functions and applications Effective people management and development skills Ability to manage projects with successful time and budget management

The main duties of the Member Response Team Manager role include:

Managing a team across three hybrid sites, to deliver excellent service to our members Managing the administration of the democratic processes Developing and delivering an agile, project-based approach to implement digital technologies and systems that enhance member service Preparing reports and analysis on service quality metrics

An ability to lead on the continued use of digital tools to support team collaboration and improve administrative processes, including telephony, omni-channel systems, case management, and knowledge platforms is an essential requirement for a successful Member Response Team Manager.


The role of Member Response Team Manager offers hybrid working with flexibility to work from home outside of peak periods. Due to key operational and democratic activities, the Member Response Team Manager 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 Wednesday 27 August 2025.

Interviews will be held in person: Thursday 18 September 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 MANAGER


Ref: 0925


Grade: Band 4, London

Salary

London Spine points 27-23


London Starting salary 51,759 p.a. rising to 58,877 p.a.

Location:

PCS Clapham


Purpose of the job:


To manage the day to operation of the Member Response Team focusing on maintaining a strong relationship with members by addressing their needs and ensuring a positive experience.

Responsible to:

Head of Member Response Team

Responsible for:

Member Response Team Leaders


Contacts

External:

PCS Members, elected officials and potential members. Employers, TUC, Members of other trade unions and related bodies.

Internal:

PCS staff and managers across Regional and National Hubs and HQ Departments.

Main duties and responsibilities

1. Key areas

Manage the merged team responsible for membership, data, subscriptions, and call handling, ensuring efficient daily staffing across three hybrid sites. Establish and maintain standards for call handling, member service and the online knowledge centre and admin case referrals with other support centre manager Develop and implement digital projects to enhance member services, regularly providing updates on progress and outcomes. Oversee member service processes, providing periodic reports on service quality metrics and improvement initiatives Assist in execute member retention and engagement strategies, presenting results and recommendations Regularly assess service prices and providers, propose cost-saving changes, and leverage new technologies and methods to reduce expenses while adhering to budget and policy constraints Oversee end-to-end project management, including planning, execution, and delivery, ensuring projects are completed on time, within scope, and on budget.

2. People Management

Manage work allocation and workflow, future planning and support for team and line manager Motivate and manage individuals and the team as a whole to provide a high standard of service Check work standards and maintain consistent quality of delegated tasks Seek to continuously improve the effectiveness and efficiency of the team Through induction, the appraisal system and one-to-ones, identify staff training and development needs, train or organise formal/informal training Proactively promote diversity issues in line with the wider PCS approach Apply the staff conduct policies as and when required e.g. discipline, grievance, capability, dignity at work and IT security policies Provide advice and deal with complex issues related to staff management including disciplinary or grievance Ensure that the health, safety and welfare of staff is maintained and improved, in accordance with PCS and statutory policies Deputise for Line Manager when required

3. Systems and Budget Management

Manage the development and effective use of office systems, ensuring staff are properly trained, consistently apply best practices, and follow standardised procedures across the organisation. Recommend and guide the design, implementation, and operation of new systems, ensuring alignment with broader PCS policies such as health and safety and data security. Establish statistical systems to generate and analyse reports, including membership, equality statistics, budget, job tracking, and case management. Build knowledge of the PCS membership database, its functions, and related applications, collaborating with the PCS Operations manager to address issues and implement improvements as needed. Participate and input information into PCS planning and budgeting processes Administration of democratic processes Manage delegated budgets in accordance with the Unions overall financial policies and procedures, regularly reviewing service prices and providers ensuring services are delivered within the agreed budgets making proposals for savings, and using changing technologies and methods to reduce costs, wherever possible

4. 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 as required to team members

5. Communication

Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies Draft complex communications including briefs and reports

6. Equality

Committed to equality, with an understanding of the Equality Act 2010

7. General

At all times, implement and promote the PCSs Equal Opportunities Policy Take due and reasonable care of self and others in respect of Health & Safety at Work Participate in appraisal, training and development systems Act in a manner that enhances the work of the PCS and its overall public image Staff at this grade may be assigned or transferred to posts within grade. A training & development programme will be provided to assist with this, where required Such other duties that may reasonably be required and that are within the level of the responsibility of this post Willingness to work outside normal office hours and locations on occasion

Person Specification

: MEMBER RESPONSE TEAM MANAGER

Ref:

0925

Date:

August 2025

Location:

London

ESSENTIAL FACTORS

EXPERIENCE

&

QUALIFICATIONS

Minimum 3 years experience in people management including induction, work allocation, training, appraisal and conduct in a multi-site environment Managing and developing call handling and customer service systems and procedures Budget management

TRAINING

(including continuous professional development)

Evidence of ongoing training and continuing professional development Commitment to participation in appraisal and development review process Commitment to undertake job-related training Commitment to staff development

KNOWLEDGE

CRM systems (such as Salesforce), functions and application Understanding of Data Protection legislation Knowledge and understanding of trade unions, membership and retention Impact and use of Digital and IT

SKILLS

Ability to build and co-ordinate teams and networks Ability to communicate effectively using written and oral channels, including reports and presentations, with a variety of audiences Skilled in prioritising, time management, and project delivery Effective decision-making and problem-solving abilities Proficient in ICT and data analysis to support informed decisions

OTHER

Commitment to the application of Equal Opportunities policies and practises within the workplace Understanding of own role in maintaining legal compliances within PCS (e.g. data protection; health and safety) Flexible approach to work and willing to work outside of normal office hours and location on occasions * Willingness to undertake travel associated with managing staff across three locations