Careers

Reports to: New Business Manager

Direct reports: None

Senior Manager Function / Certified Function: No

Full-time hours: 35 (Monday – Friday hours between 8am/6pm)

Location: Bristol discretionary hybrid (minimum of 3 days in office)

Purpose of role: To provide comprehensive support to Intermediaries providing excellent service. Manage the day-to-day intermediary communications and new business processing

Key duties and responsibilities:

• Check accuracy and completeness of new business documentation, ensuring that all new business and renewal applications are processes accurately and efficiently, in a compliant manner and all supporting documentation is maintained as per company procedures

• Recording fees and reconcile commission payments

• Send letters of authority, gather accurate information and call providers for updates

• Portfolio valuation production, fund switches, withdrawals and rebalances

• Send out packs / letters to new and existing clients

• Perform AML checks

• Processing telephone and email enquiries from our intermediary partners

• Assist with the printing and packaging of reports, post & filing

Compliance and Personal Development (adapt where appropriate for specific professional roles/ standards)

• Undertake all work in accordance with the Society’s service and quality standards and the Code of Conduct

• Meet the required professional duties and standards set by the PRA, FCA, and other regulators where appropriate, and comply with all other relevant regulations including the UK General Data Protection Regulations, health & safety and anti-money laundering laws.

• Ensure high personal standards in terms of attendance, time-keeping and general conduct.

• Keep abreast of market and professional developments and ensure skills and knowledge develop to ensure an appropriate level of competence.

The duties and responsibilities above are not exhaustive and the role holder may be required to undertake other activities as reasonably required.

National Friendly may review and amend this job description at its discretion. This job description does not form part of the individual’s terms and conditions of employment.

Location: Bristol (Hybrid Working – minimum 3 days per week in the office)

Reporting to: Chief Operating Officer

Salary: £65k–£70k DOE + Benefits

Role Overview

We are seeking an experienced and forward-thinking Head of Member Services to lead the operational delivery and digital evolution of our Member Services function. The role is responsible for transforming how members interact with National Friendly, increasing digital adoption, expanding self-service capabilities, implementing AI-enabled solutions and creating a modern, data-driven customer operation. Working closely with the COO, the successful candidate will lead service transformation initiatives that improve customer outcomes, operational efficiency and colleague productivity.

Strategic and Operational Leadership

• Support the COO in shaping and delivering the Member Services strategy and transformation roadmap.

• Translate strategic objectives into operational plans and measurable outcomes.

• Lead day-to-day operational performance across Member Services.

• Manage budgets, workforce planning and operational risks.

• Provide customer, operational and performance insights to support decision making.

Digital Transformation & Innovation

• Drive adoption of digital channels and self-service capabilities.

• Identify, evaluate and implement AI-enabled solutions that improve customer and colleague experiences.

• Champion digital-first journeys while ensuring support for vulnerable customers.

• Use customer insight, analytics and operational MI to prioritise improvement activity.

• Deliver measurable benefits and ROI from digital and AI investments.

Technology & Service Platforms

• Own the operational roadmap for CRM, telephony, knowledge management and digital service platforms.

• Act as business owner for service technology enhancements and continuous improvement initiatives.

• Work with suppliers and stakeholders to maximise platform capability and value.

• Ensure technology investments improve customer outcomes and operational performance.

Customer Outcomes, Consumer Duty & Vulnerability

• Ensure fair customer outcomes across all Member Services activities.

• Embed Consumer Duty principles into customer journeys and colleague behaviours.

• Ensure vulnerable customers are identified and supported appropriately.

• Work closely with Compliance and Risk teams to monitor customer outcomes.

Leadership

• Lead, coach and develop managers and operational teams.

• Build leadership capability, succession plans and talent pipelines.

• Drive colleague engagement, wellbeing and retention.

Essential Experience

• Senior leadership experience within customer operations.

• Proven experience leading digital customer service transformation programmes.

• Experience implementing AI, automation, workflow or chatbot technologies.

• Strong understanding of digital customer journeys and self-service strategies.

• Experienced in managing and optimising telephony platforms to support efficient customer operations.

• Experience using customer insight, analytics and operational MI to drive improvements.

• Strong understanding of regulated environments and customer outcomes.

Success Measures

• Growth in digital adoption and self-service utilisation.

• Improved customer satisfaction and customer outcome measures.

• Enhanced colleague productivity through AI and automation.

• Delivery of transformation benefits and ROI.

• Strong service, quality, complaint and regulatory outcomes.