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We are looking for a proactive, compassionate and detail‑oriented individual who can deliver an outstanding experience to our members and learners. Someone who enjoys being the first point of contact, thrives in a fast‑paced environment, and takes pride in resolving queries efficiently and professionally.
You will bring excellent communication skills, strong customer service experience and confidence in navigating digital systems, including CRM and LMS platforms. You’ll be motivated by helping others, comfortable interpreting processes and guiding people through complex journeys, and able to work both independently and collaboratively. Most importantly, you’ll demonstrate empathy, patience and a commitment to continuous improvement—ensuring that everyone who reaches out to CoSRH feels supported, informed and valued.
The role:
Enquiries
- To be the first point of contact for all enquiries into the College managed through a digital ticketing system.
- Respond to enquiries using information and knowledge from all departments of the College, which often involves the interpretation and application of rules and procedures. Use judgement to triage what action is required, where appropriate.
- Respond to all enquiries relating to qualification journeys, which includes information about the qualification/course, assistance in applying and payment, processing updates, help with learning journey on Learning Management System (LMS), the awarding and recertification of qualifications.
- Respond to all enquiries relating to membership, which includes help choosing the appropriate membership type and associated fees, renewals, upgrades, direct debits, and cancellation.
- Respond to all other enquiries, such as information on CoSRH events, and from prospective members about the work and activity of the College.
- Maintain up-to-date knowledge about the work and activities of the College to help respond to enquiries.
- Show an interest and understanding of enquirer’s needs, with a view to continually searching for ways to improve the service and their experience.
Qualification processing
- Responsible for the administration and processing of all CoSRH qualifications, recertifications and recertification audits in line with agreed procedures and service level agreements (SLAs).
- Responsible for processing reasonable adjustment and extension requests.
- Work closely with relevant teams when new training, assessments or qualifications are introduced to ensure accurate administration and processing.
- Support the administration and processing of applications from outside the UK for international qualifications
- Continuously monitor system and processes so they are fit for purpose for efficient qualification processing.
Membership
- Take an active role in membership processing, supporting the annual membership renewals campaign (November-March) and adjustments throughout the calendar year.
Operational support
- Work with the Membership and Insights Manager to help identify trends and patterns from ticket enquiries to help drive improvement.
- Work closely with the Data Manager and Digital Manager to raise issues with the Customer Relationship Management system (CRM), Learning Management System (LMS) and website, which have been identified through ticket enquiries, and help where possible to support with a resolution.
- Undertake other administrative work as requested by the Membership and Insights Manager
- Take an active role in data input and collection to help drive insights, improvements and quality control.
- Support the longer-term development and improvement of systems and processes, and contribute to wider departmental discussions.
Governance
- Support the development of Standard Operating Procedures (SOPs) to help with efficiencies and quality assurance in the team.
- Create canned responses for use on frequent and complex enquiries to help aid efficiency in service delivery.
- Ensure compliance with GDPR and data protection principles while managing enquiry and application information.
- Actively participate in the delivery of continuous improvement, working collaboratively with colleagues across the College.
- Ensure all actions carried out in line with CoSRH’s standard policies and processes.
You will have:
- Excellent customer service skills
- Proficiency in MS Office suite
- Strong communication skills - clear and professional speaking and writing, ability to explain information simply, and good active listening
- Empathy - understanding customers’ feelings and frustrations, showing genuine care and patience, and making customers feel heard and valued
- Patience - staying calm with challenging or upset enquirers, and willingness to repeat or re-explain information, adapting to language or understanding barriers
- Problem-solving skills - thinking quickly and logically, identifying the root cause of issues, and offering effective and practical solutions.
- A positive attitude - friendly tone and helpful mindset, remaining professional even under pressure
- Adaptability - handling different personalities and situations, and learning new systems and procedures quickly and systematically follow standard operating procedures
- Attention to detail - accurately recording customer information, and following policies, procedures and processes carefully
- Excellent organisational skills and can manage conflicting deadlines, with a willingness to work flexibly and respond to changing priorities
- Excellent time-management and prioritisation skills
- Strong attention to detail and thorough in checking work
- Ability to identify problems, trends and patterns
- Ability to use initiative and judgement
- Ability to work as a team, but also be able to think and work independently
- Excellent understanding and application of confidentiality and data protection practices (GDPR)
You will have experience:
- Delivering excellent customer support and care (essential)
- Delivering high quality written communication in response to customer email queries (essential)
- Delivering a positive video call or phone-based experience for customers (essential)
- Understanding a customer’s need and providing the appropriate solution (essential)
- Working with a Customer Relationship Management (CRM) system (essential)
- Working in membership or professional body, ideally in the medical or educational sectors (desirable)
Why Join CoSRH?
We are committed to supporting the wellbeing, growth and long-term success of our people. As part of the CoSRH team, you will benefit from:
Generous Annual Leave: 25 days holiday per year, increasing by an additional 2 days after 2 years of service and a further 3 days after 5 years, plus a dedicated day off to celebrate your birthday.
Competitive Pension & Life Assurance: A strong employer pension contribution of 10% (with a 5% employee contribution) following successful completion of probation, alongside life assurance at 4x your annual salary and access to an income protection scheme.
Flexible Working: A genuine flexible working culture that trusts you to manage your time and deliver results in a way that works for you.
Health & Wellbeing Support: Access to a comprehensive Employee Assistance Programme (EAP), free annual eye tests, and a Free Lunch Thursday to bring our teams together.
Community & Social Value: An annual volunteering day to give back to causes that matter to you.
Employee Benefits Portal: A wide range of discounts and savings through our employee discounts platform.
Enhanced Family Leave: Enhanced maternity, paternity and adoption pay, supporting you and your family at every stage.
Learning & Development: We invest in our people. From webinars and sector conferences to bespoke leadership development, we provide the time, space and resources for you to grow, thrive and make a lasting impact in your role.
To Apply
Full details of how to apply can be found at the following link: Member Support Team Agent (12 month FTC - Mat leave cover) job - Remote - College of Sexual and Reproductive Healthcare
Deadline for applications is Friday 10 April 2026
Interviews are likely to take place on 20-21 April 2026
We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.
NB: In order to fulfil this role you should be resident in the UK with a valid right to work; we are unable to sponsor people requiring a work visa.
Registered Charity
21 - 50
The College of Sexual and Reproductive Healthcare (CoSRH) is the leader in the field of sexual and reproductive healthcare.
Thank you!
Actively Interviewing
This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!
About Us
The Good Ancestor Movement is a UK-based advisory and consultancy firm supporting individuals and organisations to redistribute wealth in ways that are reparative, regenerative and aligned with their deepest values. We work with wealth holders to challenge traditional models of accumulation and tax avoidance, and instead imagine futures where wealth actively contributes to social equity, economic justice, and ecological resilience.
We support clients to shift from extractive to regenerative practices, helping them translate their values into meaningful action through redistribution, reparations, and investment aligned with justice.
Our programmes, like Reimagining Wealth, invite individuals to understand the wider impacts of their capital and take intentional steps toward responsible stewardship.
Good Ancestor Movement’s consultancy work includes strategy design, values-aligned redistribution planning, and building tools and systems that support collective accountability and transformative impact. We are committed to building a regenerative economy where wealth is mobilised in service of repair and liberation.
About Your Role
This role is central to how the organisation functions day-to-day.
The Operations & Executive Support Lead will provide trusted executive support to the CEO and diary management support for directors while also holding the operational backbone of the organisation. This includes managing administrative flow, designing and strengthening systems, and ensuring that work lands reliably and on time.
This is a highly varied, hands-on role suited to someone who enjoys building order, spotting risks early, and creating processes that allow others to do their best work.
You will work closely with the CEO, our Directors, and our finance team to identify and develop operational processes as required. You will work alongside our entire team and be able to contribute to the organisation’s bold aims and ambitions within your role.
Key Responsibilities
Executive Support
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Provide full diary and schedule management for the CEO, including proactive planning, prioritisation and coordination.
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Support our Director level with diary management and bookings as required.
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Manage CEO inbox triage and correspondence, acting as a trusted first point of contact and gatekeeper.
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Prepare agendas, briefing notes and supporting materials for meetings.
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Coordinate travel, logistics and key engagements.
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Track actions and follow-ups to ensure timely completion across priorities.
Operations & Administration
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Act as a central intake point for operational and administrative requests.
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Prepare invoices and expenses for approval and support payment workflows.
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Coordinate room bookings, event logistics and forward planning.
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Support finance processes in collaboration with the outsourced finance team.
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Manage projects, create and maintain operational project trackers, records and documentation.
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Provide administrative and logistical support to programme delivery as required.
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Support fundraising administration and reporting requirements.
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Provide light communications and coordination support as needed.
Systems & Process Development
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Identify opportunities to improve operational efficiency, reduce risk and strengthen consistency.
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Design and implement proportionate, fit-for-purpose processes aligned with organisational needs.
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Create and maintain clear operational processes and documentation.
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Support the selection and introduction of appropriate tools and systems where required.
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Contribute to the development of more structured, predictable ways of working.
About You
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You come from an operations, executive assistant, office management, or organisational support background and are confident working across administration, coordination and operations.
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You are highly organised and reliable, with a strong ability to manage multiple priorities, deadlines and moving parts, and anticipate executive needs.
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You have experience providing executive support, including diary management, inbox triage, meeting coordination and preparation of briefing materials.
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You are excited by the opportunity to grow beyond day-to-day execution and take on a more strategic role over time.
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You are comfortable owning operational processes end-to-end and ensuring consistent follow-through.
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You can spot gaps, inefficiencies or recurring issues in ways of working and take initiative to improve them.
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You are confident in handling approvals preparation, tracking actions, and supporting financial and administrative workflows.
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You work well with senior stakeholders and external partners, communicating clearly and professionally.
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You are trusted to handle confidential and sensitive information with discretion.
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You are calm under pressure and able to respond effectively to changing needs and priorities.
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You are open to learning new systems and tools and adapting as the organisation evolves.
We understand that the issues we work on disproportionately impact on low-income, marginalised and minoritised communities. We are an organisation led by a Black female founder and CEO and as an inclusive employer that values both lived experience and professional experience, we hope to be able to attract applicants from a range of backgrounds for this important role. You do not need to have a university degree for this role, nor is it essential for you to have experience in the new economy ecosystem: we care about your character, your experience and your ability to demonstrate leadership and practice personal growth.
Non Charity Employer
1 - 5
We exist to accelerate the just transition to a regenerative economy by leveraging the power of private capital.
The client requests no contact from agencies or media sales.