Job Description

The Membership Relationship Supervisor will guide and support the membership team to deliver a high-quality service to self-employed members. Responsible for first-line support, complaint resolution, compliance, and administration, the role ensures that both candidates' and vetted Members’ needs are met with professionalism and accuracy. This includes right-to-work checks, changes of details, application processing, and insurance claim management. The role requires a confident, proactive professional with strong knowledge of self-employment worker status, who can supervise a team effectively and workflow effectively, make sound independent decisions, and maintain high standards of service and compliance.

Main Duties

• Act as the primary escalation point for member queries and complaints, ensuring timely and fair resolution.
• Promote a positive, member-focused culture across the team in line with supporting company objectives.
• Oversee right-to-work checks, reference requests, change of name/ address records, subject access requests and other compliance documentation.
• Process new member applications alongside the team, providing guidance and support as required
• Manage insurance documents and claims, liaising with members and insurers to ensure smooth resolution.
• Ensure all membership records are accurate, up to date, and GDPR compliant, and that any data requiring removal is securely deleted in line with internal procedures and GDPR.
• Manage, support, and develop the membership team alongside the Head of, ensuring consistent delivery of excellent service.
• Provide coaching, training, and day-to-day guidance to team members.
• Monitor workloads, conduct spot checks to maintain quality, set priorities, and ensure SLAs and standards are met.
• Make confident, informed decisions independently in line with the requirements set
• Identify, suggest and implement (where approved) process improvements to enhance efficiency.

Skills and Knowledge

• CIPD qualification or equivalent knowledge and demonstrable understanding of employment law, worker status, and self-employment compliance.
• Experience in a membership, HR, or compliance-related role.
• Proven ability to resolve complaints and make fair, independent decisions.
• Previous experience working from home, and having the appropriate home working set up
• Excellent verbal and written communication skills, with a clear and professional manner.
• A positive, can-do attitude, with a focus on staying productive and delivering excellent service.
• Self-motivation and confidence working independently, while also contributing effectively to a team.
• Ability to build rapport quickly, adapt to a wide range of needs and handle difficult or sensitive conversations confidently and professionally.
• The ability to thrive in a high-volume environment and multitask effectively.
• Strong organisational skills, with the ability to proactively manage all inbox folders to ensure tasks are actioned promptly, completed in line with the deadlines set in the internal SLA, and volumes remain under control.
• Capacity to manage multiple priorities and remain calm under pressure in a fast-paced environment.
• Strong administrative skills, with meticulous attention to detail and accuracy.

Salary and Benefits

• Working Pattern: Monday - Friday, 9am - 6pm (1 hour lunch) – 40-hour week
• Salary: £31,500 per annum
• Ongoing Contract
• Fully remote role
• Pension