Job Description

Country

United Kingdom

Office Location

Birmingham - Hybrid (60% based in our Colmore Row office, B3 2AA / 40% remote)

About Us

We're passionate about advancing standards and inspiring confidence in the built environment.




As a Membership Team Leader, you will play a pivotal role in delivering our mission: shaping exceptional experiences for candidates and members, ensuring they receive the support and guidance they need to champion professionalism in land, real estate, construction and infrastructure.




Through your leadership, you'll help drive membership growth, uphold service excellence and maintain RICS' standing as a trusted global leader in the built environment.

Role Purpose and Key Responsibilities

You will lead and inspire a high performing, geographically dispersed team of Membership Support advisors across the UK, Europe and the Americas. You'll be responsible for delivering excellent customer service, achieving operational targets, and fostering a culture of continuous improvement and engagement in a fast paced environment.




Key responsibilities:


- Lead day to day operations to ensure efficient, high quality support across membership and candidate services.


- Monitor team performance and service metrics, using data insights to coach individuals and drive improvements.


- Design and deliver onboarding and training plans, supporting professional development and team capability.


- Ensure compliance with regulatory standards, manage complaints effectively, and uphold service excellence.


- Promote team wellbeing and engagement through regular check ins, feedback, and a collaborative working culture.


- Build strong relationships with internal stakeholders to stay aligned on products, services, and system updates.

About You

You're a people focused professional or emerging leader who adapts confidently to changing priorities in diverse environments and takes pride in delivering exceptional customer service. You bring energy, adaptability and a genuine passion for developing others, underpinned by strong analytical skills and a disciplined, detail-oriented approach to processes and compliance that maintains consistently high standards.




You will have:




- Experience managing customer focused or membership support teams


- A track record of coaching and developing individuals to achieve high performance


- Deep understanding of Customer Service Excellence principles and how to embed them in daily operations


- Excellent communication and interpersonal skills, able to influence stakeholders at all levels


- Proven organisational and time-management skills, with the flexibility to adapt to changing priorities


- An analytical mindset, comfortable using performance data to inform decisions


- Proficiency in Microsoft Office and familiarity with CRM or other digital service delivery tools


- Ability to navigate challenges effectively, managing escalations and complex enquiries professionally

Rewards and Benefits

We offer a comprehensive package of benefits to support your work life balance, health, financial security, and personal time.




- 35 hour working week with flexible working options


- Private medical insurance and income protection


- Life assurance and a group personal pension scheme (Aviva)


- 25 days of annual leave plus public holidays


- Additional wellbeing days and enhanced family and lifestyle leave policies


- Volunteering day and support for staff led community groups


- Access to an Employee Assistance Programme, wellbeing champions and mental health first aiders


- A welcoming and inclusive workplace that supports professional growth




Equal Opportunities Employer




RICS is an equal opportunities employer committed to diversity and inclusion. We encourage applications from individuals of all backgrounds, as we believe that our differences strengthen our performance. Please advise us if any adjustments to our recruitment process would support your application. Candidates must possess the appropriate right to work in the country where the role is based.




How to apply


As part of your application, you will be asked to upload your CV and complete a statement explaining why this specific role at the Royal Institution of Chartered Surveyors presents an ideal opportunity for you and clearly demonstrating how your skills and experience meet the requirements of the role.