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

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. You 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. You will work closely with internal and external stakeholders to maintain high standards and compliance with union policies and legal requirements.

Employer Benefits
You will have access to a generous package of staff benefits including flexible working (including hybrid working), childcare and family support, generous maternity/paternity leave, 32 days leave plus Christmas closure, pension scheme, and an employee assistance programme.

Learning and Development
The union offers a wide range of learning and development opportunities and supports your 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, and conferences
- Producing accurate records and following up on actions

About You
- Strong leadership and communication skills with the ability to motivate and engage a team
- Proactive problem solver with excellent organisational and prioritisation abilities
- Commitment to equality, diversity, and inclusion in the workplace
- Flexible approach to work, willing to work outside normal office hours and locations when required
- Ability to handle confidential and sensitive information with discretion
- Understanding of GDPR, data protection, health and safety, and legal compliance within an organisational context

Qualifications
- Evidence of ongoing training and continuous professional development
- Commitment to job-related training and participation in appraisal and development review processes
- Knowledge of digital and IT applications including Microsoft Office and CRM platforms such as Salesforce
- Understanding of trade unions, public sector work, and project management principles