Senior Member Support and Case Lead

Senior Member Support & Case Lead

12 month Secondment Opportunity due to maternity leave cover.

Ready to take your next step in leadership?

We’re looking for an experienced, people-focused leader to join the Customer Support Hub as a Senior Member Support & Case Lead on secondment.

This is a fantastic opportunity to step outside your current role, broaden your leadership experience and develop your skills in people management, client relationships and operational leadership.

You’ll work closely with Operations Managers, team members, clients and key stakeholders, gaining valuable exposure to the wider operation while making a real difference to our people, customers and service.

What will you get involved in?

You’ll have the opportunity to:

• Lead, coach and develop people, building confidence, capability and performance.
• Support a positive, inclusive and motivated team culture.
• Build and strengthen client and stakeholder relationships.
• Gain experience managing performance, service delivery, workloads and quality.
• Handle challenging conversations and situations with confidence and empathy.
• Identify and lead improvements that make a real difference to colleagues, clients and customers.
• Support teams through change and new ways of working.
• Gain valuable experience of operational decision-making and leadership.
• Step up as a senior point of contact when required, including in the absence of the Operations Managers.

What are we looking for?

You don’t need to have done everything before. We’re looking for potential, as well as experience.

You’ll bring:

• Experience of leading, supporting or developing others.
• A coaching led approach and genuine interest in helping people succeed.
• Strong communication and emotional intelligence.
• Confidence managing challenging conversations and situations.
• The ability to build trust and positive relationships with clients, colleagues and stakeholders.
• A strong sense of ownership and accountability.
• Good organisation, judgement and decision-making skills.
• Experience of case management or handling complex issues.
• A willingness to learn, take on new challenges and grow your leadership capability.

Why consider the secondment?

This is more than just a change of role,  it’s an opportunity to invest in your own development.

You’ll gain:

• Broader leadership and management experience
• Greater exposure to clients and stakeholders
• Coaching and people management experience
• Operational leadership and decision making experience
• Experience leading improvement and change
• Increased confidence in managing challenging situations
• Valuable experience to support your future career

Interested? Let's talk.

If you’ve been thinking about taking the next step, developing your leadership skills or simply challenging yourself to try something different, we’d love to hear from you.

You don’t have to tick every box to be considered. If you have the experience, enthusiasm and potential to grow into the role, we encourage you to apply.

We’re keen to attract a diverse range of applicants and want to hear from colleagues who are ready to take on a new challenge.

Want to know more before applying?

Have an informal conversation with Tara Hill or Suzanne Taylor — we’re happy to talk through the opportunity, answer questions and help you decide whether it could be the right next step for you.

To be successful in this post you will need to demonstrate;

• Experience in case management, with at least demonstrable experience in a supervisory or leadership role.
• Strong understanding of case management software and best practices.
• Ability to interpret policies, procedures and compliance requirements.
• Experience of using a database
• Familiarity with using Microsoft Office applications.
• Demonstrated ability to handle complex cases and make informed decisions.
• Strong leadership, communication, and organisational skills.
• Ability to inspire and motivate team members.
• Excellent interpersonal skills to handle client interactions effectively.
• In-depth knowledge of case management software and best practices.
• Ability to interpret and apply relevant regulations and compliance requirements.
• Experience in leading and mentoring teams.
• Previous involvement in process improvement initiatives