Head of RICS Hub - #1776726

Office Location: Birmingham, B3 2AA Hybrid – 60% in office, 40% remote)

About Us

The Royal Institution of Chartered Surveyors (RICS) is a globally recognised professional body, setting and upholding the highest standards in land, real estate, construction, and infrastructure. With over 140,000 members in more than 140 countries, we are committed to shaping a better built and natural environment through trusted qualifications, rigorous standards, and a focus on innovation.

About the role

As Head of RICS Hub, you’ll lead the team that runs our Membership Hub – the main point of contact for our members around the world. The Hub is at the heart of how we support and connect with our global community, helping with everything from joining and renewing membership to answering questions and providing professional guidance.

This is a key leadership role where you’ll ensure our members receive a consistently high standard of service. You’ll be responsible for the Hub’s day-to-day performance, ensuring it meets regulatory requirements and delivers services effectively across multiple channels including phone, email, and online.

You’ll lead a large, skilled team and oversee a function that plays a key role in how RICS supports its members and contributes to significant revenue.

Key Responsibilities

• Lead and support the Membership Hub team, creating a positive, inclusive, and high-performing culture.
• Oversee day-to-day operations, ensuring services are delivered efficiently and in line with regulatory requirements.
• Improve the member experience by developing solutions that enhance service quality, reduce response times, and increase satisfaction.
• Manage the Hub’s financial performance, including budgets, cost control, and income generation.
• Introduce changes to systems, processes, and ways of working that benefit both members and colleagues.
• Build strong relationships with teams across RICS and with external partners to support shared goals.
• Promote a culture of continuous improvement, with clear objectives, regular feedback, and development opportunities for all team members.
• Monitor and improve processes to ensure compliance, reduce risk, and maintain high standards of service.

About You

You’re an experienced leader with a strong background in managing customer or member services in complex or regulated environments. You enjoy working with people, improving how things are done, and delivering services that make a difference.

You’ll be a great fit for this role if you:

• Have led large teams and supported them to perform at their best.
• Have experience improving services and introducing new ways of working.
• Use data and feedback to inform decisions and drive performance improvements.
• Have experience using planning and optimisation tools (e.g. SAAS or similar) to support customer service teams, applying analytical thinking to enhance service delivery and resource planning.
• Understand how to manage budgets and deliver value for money.
• Are organised, adaptable, and focused on delivering results.
• Collaborate effectively and build strong relationships across teams.
• Communicate clearly and confidently, helping others stay informed and engaged.
• Care about doing the right thing and maintaining high standards.

Rewards and Benefits

We offer a comprehensive package of benefits to support your work life balance, health, financial security and personal time.

For full-time staff, the standard working week is 35 hours, and we support flexible working arrangements where possible.

Your health and wellbeing are important to us, with benefits including private medical insurance, an Employee Assistance Programme, Mental Health First Aiders, Wellbeing Champions and optical care. To support your financial future, we provide income protection, life assurance, an Aviva Group Personal Pension scheme and access to My Money support.

We also offer 25 days annual leave plus public holidays, enhanced flexible leave policies (including Maternity, Paternity, and Moving House) and Wellbeing Days. We encourage community engagement through a Volunteering Day and support staff-led community groups.

Equal Opportunity Employer

RICS is an equal opportunity employer committed to diversity and inclusion. We welcome candidates from diverse backgrounds, as we believe that our differences drive our performance. Please let us know if we can support you with any adjustments to our recruitment process. Candidates will need to have the correct right to work in the country the role resides in.

How to apply

Click the 'Apply' button to access our short online application form. As part of your application, you will be asked to upload your CV and complete a statement that explains why this specific role at the Royal Institution of Chartered Surveyors presents an ideal opportunity for you and clearly demonstrates how your skills and experience meet the requirements of the role.

Please note that while we aim to keep adverts open for a reasonable period, we do reserve the right to close them early should we receive a high volume of suitable applications.

In other organisations, this role may be known as: Head of Customer Operations, Head of Contact Centre, Head of Client Experience and Head of Contact Centre