Location
PCS Clapham, Battersea with hybrid working arrangements. The role requires daily office attendance from February to April and additional key periods throughout the year. Outside these times, flexible hybrid working applies in line with team needs and organisational policy.

Hours
Full Time - standard office hours with occasional requirements to work outside normal hours and locations subject to advanced notice.

Salary
Band 3, London Spine points 33-29
Starting salary: £43,715 p.a. rising to £48,846 p.a. in annual increments

About the Role
PCS is seeking a motivated and experienced individual to lead the Member Response Team, playing a key role in supporting the growth and success of the union. The Team Leader will manage a dynamic team handling member queries and calls, ensuring efficient workflows and consistent achievement of service level agreements. This role demands strong leadership skills, a proactive approach to problem-solving, and the ability to motivate and engage staff both remotely and in person. Responsibilities include managing day-to-day operations, conducting appraisals, supporting professional development, and fostering a positive, collaborative working environment. The role also involves system management, office coordination, project management, event organisation, and supporting union organising and campaigning activities. The Member Response Team Leader reports to the Member Response Team Manager and is responsible for Member Response Administrators. This position offers the opportunity to make a meaningful impact within PCS, the Public and Commercial Services Union, representing thousands of civil service and related sector members.

Employer Benefits
Flexible working including hybrid arrangements, childcare and family support, generous maternity/paternity leave, 32 days annual leave plus Christmas closure, pension scheme, and employee assistance programme.

Learning and Development
PCS provides a wide range of learning and development opportunities and supports continued professional development.

Experience
- Leading teams or supervising staff including induction, work allocation, appraisal, and conduct management
- Working in a customer-focused organisation or service
- Efficient setup and management of office systems, procedures, and databases
- Drafting and managing complex correspondence and issues
- Organising and coordinating events, meetings, elections, conferences, and ballots
- Producing accurate records and following up on actions

About You
- Strong leadership and communication skills with ability to motivate and engage a team
- Proactive problem solver with ability to manage priorities and operational decision-making within defined parameters
- Commitment to equality, diversity, and inclusion, promoting these values within the team
- Flexible approach to work with willingness to work outside normal office hours and locations when required
- Ability to handle confidential and sensitive information with discretion

Qualifications and Knowledge
- Understanding of GDPR and data protection legislation
- Knowledge of trade unions and public sector work
- Proficient in digital and IT applications including Microsoft Office and CRM platforms such as Salesforce
- Experience in project management and system development
- Commitment to ongoing training, professional development, and participation in appraisal processes
- Understanding of health and safety and legal compliance within the workplace