Job Description

Country

United Kingdom

Office Location

Birmingham - Hybrid: 60% in office 40% remote

About Us

At the Royal Institution of Chartered Surveyors (RICS), we set the benchmark for excellence across land, property, infrastructure, and construction. With over 140,000 members worldwide, we're committed to shaping a more sustainable, inclusive, and trusted built environment.




We're now seeking a Senior Operations Manager to lead the performance and transformation of our UK based RICS Hub. This is a key role for someone who is people focused, operationally astute, and motivated by delivering excellent customer experiences and continuous improvement.

Role Purpose and Key Responsibilities

The RICS Hub is our central service centre, supporting members, candidates, and stakeholders across the globe. It provides multi channel assistance - via phone, email, and digital platforms - on everything from membership and qualifications to events and technical queries. The Hub plays a vital role in delivering a consistent, high quality experience and strengthening engagement across the profession.




As Senior Operations Manager, you'll provide both strategic and hands on leadership across our customer operations. You'll oversee customer journey management, service delivery, and team development, ensuring every interaction reflects our values and delivers value to our members.




Working closely with colleagues across RICS and external partners, you'll ensure our operations are aligned with business goals and responsive to the evolving needs of our members.




This is a high impact role where you'll help shape the future of our customer experience, reduce friction through smarter processes, and embed a data informed, customer focused approach across the organisation.




Key Responsibilities




- Guide the strategic direction of the RICS Hub, enhancing customer journeys and operational performance.


- Drive improvements in Customer Satisfaction (CSAT), First Contact Resolution (FCR), and reduce contact volume through innovative solutions.


- Oversee membership engagement and candidate support, ensuring consistency and efficiency across regions.


- Lead the transformation of customer support channels and systems to improve service delivery.


- Build effective relationships with internal and external stakeholders to enhance the member experience.


- Manage financial performance, ensuring operational units meet commercial and P&L targets.


- Support and develop a high performing team, providing clear direction and opportunities for growth.

About You

You are an experienced operations leader with a background in managing multi-channel service environments. You take a thoughtful, collaborative approach to leadership and are committed to delivering high quality outcomes for customers and colleagues alike. You'll bring:




- Experience in customer service operations, with a focus on efficiency and member satisfaction.


- The ability to lead, coach, and develop teams in a supportive and inclusive way.


- Confidence in engaging with senior stakeholders and influencing decision-making.


- Commercial awareness and experience managing operational budgets.


- A data-informed mindset, with the ability to interpret insights and drive improvements.


- Familiarity with CRM and customer service systems, and proficiency in Microsoft Office tools.


- A proactive, adaptable approach and a commitment to continuous improvement.


- Desirable: Experience with emerging and digital technologies, and how they can enhance service delivery.

Rewards and Benefits

We offer a comprehensive package of benefits to support your work-life balance, health, financial security, and personal time. This is more than just a job, it's an opportunity to contribute to a respected organisation with a clear social purpose, while enjoying the autonomy, variety, and support you need to thrive. Our benefits include:




- A 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


- A 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 Opportunity Employer




RICS is an equal opportunity employer committed to diversity and inclusion. We welcome candidates from diverse backgrounds, as we believe that our differences drive our performance. Please let us know if we can support you with any adjustments to our recruitment process. Candidates will need to have the correct right to work in the country the role resides in.




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




Interviews will be held during the week commencing 11 August 2025.




Please note that while we aim to keep adverts open for a reasonable period, we do reserve the right to close them early should we receive a high volume of suitable applications.