National Membership Team Lead 202808

National Membership Team Lead

We are looking for someone to lead our newly created national membership team. You will be involved in the exciting challenge of establishing the team, assisting in the development of best practice policy and procedures and supporting the team as it transitions to providing membership services to our 8 branches and 200,000 members.

You will be a detail oriented team player, flexible but a stickler for process, always looking for a better way to do things, excited about learning and developing others, great under pressure, excellent at prioritising, and a data nerd with great service delivery skills.


The duties of this position are:

  • Deliver a quality and professional service to all members and Branches of United Voice.
  • Manage a team of Shared Services Team Members to ensure the team meets its objectives.
  • Provide a role model for team members and coach and develop individuals to ensure they reach their maximum potential.
  • Supervise the delivery of end to end membership transactional administration activities.
  • Monitor and evaluate the performance levels within the team with a view to identifying ways of improving performance levels.
  • Develop and maintain constructive working relationships with the Branch Executives and Branch staff with a focus on delivering on service expectations, adding value to Branch operations and problem solving.
  • Monitor, and where appropriate, develop policies and Standard Operating Procedures to ensure high quality and consistent service delivery.
  • Plan resource needs and manage workload distribution, allocation of tasks and monitor service levels.
  • Ensure workflow processes are actioned in a timely and consistent manner.
  • Monitor the membership database system to ensure quality of data and take steps to enhance where possible.
  • Monitor escalation of queries to improve service and support.
  • Develop, plan and deliver team induction and ongoing training.
  • Deal effectively with member complaints and service related issues, liaising with Branch staff where appropriate.
  • Undertake any project work relevant to the activities of the Shared Services Team as requested by the National Assistant Secretary.
  • Adhere to existing working practices, methods, procedures, undertake relevant training and development activities and respond positively to new and alternative systems.
  • Maintain confidentiality and observe data protection and associated guidelines.
  • Carry out any other reasonable duties and responsibilities within the overall function, commensurate with the grading and level of responsibilities of the post.


Standard hours 7 hours per day/35 hours per week with the option to work an extra 20 mins per day for an RDO per month. Daily hours of operation are 8:30 am to 8:00 pm Western Standard Time/Western Daily Standard Time Monday-Friday. This position will be required to work as part of a roster which ensures coverage of the operational hours.

Selection Criteria

The skills required for this position are:

  • Demonstrated experience in the development and implementation of strategic and operational plans;
  • Experience in leading and managing high performing teams;
  • Experience in working in a shared services environment;
  • Experience of training and developing team members;
  • Excellent knowledge of database systems and capacity to maintain them;
  • Good verbal and written communication and liaison skills, including the ability to formulate effective database policies and procedures;
  • Strong stakeholder management skills;
  • A commitment to the United Voice’s values

 When Applying please ensure you include

  1. Cover Letter
  2. Resume
  3. Additional document addressing the selection criteria

 Completed applications to be sent to: Julie.sprake@unitedvoice.org.au

Salary: $ 81,039

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Closing Date

Wednesday, November 22, 2017

Closing Time

06:00 PM


Redfern, NSW 2016

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Contact Name

Julie Sprake

Contact Email

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