Membership and Registration Department Manager

2 weeks ago

London, Greater London, United Kingdom CIBSE Full time

About CIBSE

We are the leading authority on building services engineering and a pioneer in responding to the threat of climate change, existing to advance global best practice in the profession.

By harnessing the expertise of our members, we represent the profession as a trusted voice to provide advice and guidance to Government on matters relating to construction, engineering and sustainability.


For over 127 years, we have supported a community of over 22,000 professionals worldwide in their pursuit of excellence in building performance, sustainability and safety to influence the well-being of individuals and communities of today and of future generations. Our members continue to create the most environmentally friendly systems in major projects across the globe.

This is an exciting time to join CIBSE, a charitable organisation, which plays a critical role in a growing and changing sector.


The Role

The Membership & Registration Department Manager will be responsible for the effective delivery of the Membership & Registration Department's application processes and procedures, supporting the Institution's growth targets and adherence to the Institution's Engineering Council licence requirements.


Responsibilities

  • Line manage four staff responsible for customer service, processing applications, arranging membership interviews and abiding by the regulations of the Engineering Council.
  • Manage the customer journey from enquiry and application through to membership/registration. Work with the team to implement process improvement.
  • Manage the Appeals Process and Internal audit.
  • Monitor and maintain compliance with the Engineering Council's Regulations for Registration. Respond to queries from the Engineering Council as necessary.
  • Manage, in conjunction with the Head of Membership & Registration, the five-year Engineering Council Licence Audit and risk assessment reports.
  • Recruit, monitor performance and train CIBSE Interviewers, run refresher training and standardisation events.
  • Manage CIBSE's Members & Registration Panel (M&R), including working closely with the Chair of the Panel.
  • Produce reports and statistics on application figures and trends.
  • Provide cover for team members as required to maintain service standards and response times.
  • Monitor International Agreements and ensure compliance.
  • Support the Head of Membership & Registration, attend and deputise at Engineering Council Meetings as required.
  • Represent the institution at various external events as required.

Requirements

  • You are a highly organised manager, use initiative and are full of ideas.
  • You are resourceful and know how to find information and solve issues.
  • You are keen to use data to improve and achieve impactful outcomes.
  • You speak with confidence and provide advice with authority.
  • You are a team player with strong interpersonal and collaboration skills.

Essential Skills

  • Experience of line-management.
  • Experience working in a customer-focused environment, dealing with enquiries with tact and diplomacy.
  • Ability to work to tight deadlines with good personal organisation and time management skills.
  • Experience in compliance with a regulatory body.
  • Excellent verbal and written skills.
  • Excellent attention to detail.
  • Experience using membership databases and office packages including Excel, Word and MS Outlook, MS Teams.
  • Self-motivated, able to work independently and use own initiative.

Desirable Skills

  • Experience working with the Engineering Council.
  • Experience working in a professional membership body.
  • Experience working with volunteers and committees.
  • An understanding of higher and further education qualifications.
  • Experience working with Salesforce.com.

What We Offer

  • A supportive and friendly working environment.
  • Starting at 25 days Annual Leave increasing to 27 days with length of service (plus Christmas office closure), plus Bank Holidays.
  • Contributory pension scheme.
  • Family Friendly Leave.
  • 3 x paid volunteering days.
  • Annual Travel Season Ticket Loan.
  • Cycle to Work Scheme.
  • Life Assurance.
  • Private Medical Insurance.
  • Cash Plan – cash back for routine healthcare treatments.
  • Health and Wellbeing benefits, including our Employee Assistance Programme, and access to a 24/7 GP service.
  • Referral Scheme.
  • Shopping portal, rewards programme, and gym discounts.
  • Hybrid Working where people are 'in the office more days than they are not'.
  • The chance to be part of an evolving, changing and exciting organisation that genuinely does change the world.

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