Member Response Team Administrator

Salary: £36,646.00 - £40,901.00 per year, Starting salary £36,646 per annum rising to £40,901.

Contract Type: Permanent

Hours: Full time

Disability Confident: Yes

Closing Date: 23/04/2026

About this job

PCS is looking for effective and enthusiastic Member Response Team Administrators with experience of working in a busy customer focused environment.

As a Member Response Team Administrator you will be the main point of contact for PCS members and union representatives seeking advice and guidance. We provide efficient office and administrative support, engaging with members, representatives and colleagues through various communication channels including phone and email, encouraging member retention and supporting the PCS ethos as an organising union.

Salary and location

Band 2, Regional, Spine points 41-37. Regional Salary: £36,646 p.a. rising to £40,901 p.a. Based: Birmingham.

Hybrid working: a minimum of 2 days per week will be required in the office (During the induction period we expect staff to be in the office full time).

Key responsibilities

• Provide timely and sensitive support for member enquiries through phone and email.
• Maintain accurate, up to date records in Salesforce CRM.
• Provide efficient administrative support for conferences, ballots and other activities.
• Engage members, representatives and colleagues through various communication channels.
• Conduct research to provide information and have a good level of knowledge to support members.
• Signpost members to the range of membership benefits offered.
• Process and assess benefit claims in line with policy.
• Support members to access assistance from local representatives within the PCS activist structure.
• Liaise with lay officials and colleagues to identify and resolve issues within local bargaining areas.
• Ensure cases allocated via CRM and cloud based calls are worked effectively and efficiently.
• Work with the Team Leader to resolve and escalate member queries via the case management system.
• Use cloud based telephony service for inbound and outbound calls, providing prompt and accurate callbacks.
• Introduce new channels and technologies, adapting communication approaches.
• Update, maintain, and restructure activist, branch, group and employer information.
• Advise on digital channel self service for database maintenance.
• Maintain diligent filing systems and efficient databases using Microsoft Office suite.
• Support meetings: draft agendas, coordinate logistics, produce meeting minutes and follow up action points.
• Assist in the administration of group events, elections, ballots, and national ballots following legal and policy requirements.
• Contribute feedback on CRM system improvements to aid technology development.
• Maintain confidentiality of sensitive issues at all times.
• Participate in appraisal, training, and development systems.
• Assure compliance with data protection legislation and PCS policies.
• Perform additional duties as required within the level of responsibility of this post.

Working pattern

Hybrid working basis; flexibility to work from home outside of peak periods. Attendance in the office is required daily from February to April each year, with additional in office periods as needed.

Benefits

• Flexible working, including hybrid work.
• Childcare and family support.
• Generous maternity/paternity leave.
• 32 days leave and Christmas closure.
• Pension scheme.
• Employee assistance programme.

All posts can be considered on a full time, part time, or job share basis.

PCS is working towards equal opportunities and is positive about disabled people.

Learning and Development

The union offers a wide range of learning and development opportunities to support your continued professional development.

Recruitment process

Applications will be managed through CVMinder, ensuring fair and compliant recruitment practices. Candidates are invited for interview on Thursday 7 May 2026 at PCS Birmingham. Interviews cannot be rescheduled to accommodate candidates who are unavailable.

Please see the job description/person specification and follow the application process.

Application deadline

Applications must be received by 23/04/2026 (12 midday). Applications will be considered in order of receipt.

Job specification

Grade: Band 2, Region.

Location: PCS Birmingham.

Responsibilities: See Key responsibilities section above.

Essential factors:

• Working in a member or customer focused role providing information and advice in writing and over the telephone.
• Maintaining and updating accurate database records.
• Organising events/meetings internally and externally.

Training:

• Evidence of ongoing training and continuing professional development.
• Commitment to participation in appraisal and development review processes.
• Commitment to undertake job related training.

Knowledge:

• Preferred knowledge of Salesforce.
• Impact and use of digital and IT applications, including Word, Excel, Outlook, SharePoint, email, internet and intranet.
• Knowledge and understanding of trade unions and work of the public sector.

Skills:

• Ability to organise and prioritise multiple tasks to meet deadlines and agreed service levels.
• Ability to extract, manipulate and handle numerical and categorical data.
• Communicate effectively orally and in writing.
• Ability to handle sensitive situations effectively.
• Ability to handle confidential information.

Other: Commitment to application of equal opportunities policies and practices; understanding of role in maintaining legal compliances such as data protection and health and safety; flexible approach to work and willingness to work outside of normal office hours on occasions.

Proud member of the Disability Confident employer scheme.

Jobs are provided by the Find a Job Service from the Department for Work & Pensions (DWP).