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 per annum rising to £48,846 per annum 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. As Team Leader, you will manage a dynamic team handling member queries and calls, ensuring efficient workflows and consistent achievement of service level agreements. You will foster a positive and collaborative working environment both remotely and in person, providing clear direction, conducting appraisals, and supporting professional development. Strong leadership, proactive problem-solving, and the ability to motivate and engage staff are essential. This role offers the opportunity to make a meaningful impact within the union through effective team and systems management, project coordination, and supporting union organising and campaigning activities.

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

Learning and Development
PCS offers 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
- Events management, organisation, and coordination
- Attending meetings, producing accurate records and following up on actions
- Using CRM platforms such as Salesforce
- Strong understanding of GDPR

About You
Proactive and motivated leader with strong communication skills, able to foster a positive team environment both remotely and in person. Committed to equality, diversity, and inclusion. Flexible approach to work, willing to work outside normal office hours and locations when required. Able to handle confidential and sensitive information with discretion and maintain high standards of professionalism.

Qualifications
Evidence of ongoing training and continuous professional development. Commitment to job-related training, appraisal, and staff development. Knowledge of trade unions, public sector work, project management, and digital IT applications including Microsoft Office.