About the Role

Our client is a national not-for-profit, member-based organisation that seeks an experienced and motivated Member Services Team Leader. This role will oversee all aspects of member services, ensuring a high standard of customer support while developing strategies to retain and grow the membership base. The role includes supervising a small team, managing membership systems and processes, and representing the organisation at events and meetings.

Key Responsibilities

• Develop and implement strategies to support member recruitment and retention
• Provide frontline service to current and prospective members, including telephone reception, responding to and managing inbound and outbound calls and emails
• Maintain and improve membership databases and processes
• Oversee credentialling-related processes, liaise, and perform secretarial functions for the committee and interest groups
• Liaise with external bodies, including government agencies and private health insurers
• Lead member communication and engagement initiatives
• Supervise and support Member Services staff
• Collaborate across teams to promote member value and advocacy
• Report on membership metrics and trends

KEY REQUIREMENTS

Essential:

• Demonstrated customer service experience in a member-based or similar environment
• Excellent written and verbal communication skills
• Strong organisational skills and the ability to manage multiple priorities
• Problem-solving and decision-making capabilities, including the ability to analyse data, assess risks, and recommend solutions
• Proficiency in Microsoft Office, namely Excel and CRM/database systems

Desirable:

• Experience in the not-for-profit/member-based organisations
• Experience with iMIS Enterprise Management System - Certified iMIS User
• Understanding of credentialling or accreditation processes
• An understanding of Australian privacy and data breach legislation
• Experience with learning management systems

Benefits

• Meaningful, people-focused work
• Flexible work options, including hybrid arrangements
• Salary packaging benefits up to $15,900 annually (PBI status)
• Supportive, purpose-driven team environment

To apply or learn more, please email [email protected]