Associate Director of Member Relations - RCN02744
Management | Up to three locations available with hybrid working see advert | £93,285
Internal candidates only
Contract type: Permanent
Associate Director of Member Relations
Location(s) London, Cardiff or Leeds with hybrid working, 35 hours, Permanent
Salary range £93,285 – £ 104,802 per annum plus London Weighting of £5,262 per annum if applicable*
As the Associate Director of Member Services, you will assist the Director of Legal & Member Services to set the strategic direction of the Member Relations function of the RCN in collaboration with elected members of the Trade Union Committee and other key stakeholders. This strategic direction will provide a framework, underpinned by key principles, for all member relations across the UK.
You will provide leadership, operational oversight, and continuous improvement of the day-to-day provision of the UK Call Centre, Member Support Services and the Member Journey and Experience across the RCN. You will play a co-ordinating role across the 4 countries (England, Scotland, Wales, and Northern Ireland) working with country directors and/or their nominated senior officers to ensure that any local decisions are in line with UK wide Member Relations strategy.
In collaboration with the Director of Legal and Member Services you will be responsible for developing and delivering a Member Relations organisational plan that aligns with the RCN’s 5-year strategy.
As a member of the Legal and Member Services Senior Management Team, you’ll need experience of leading and managing teams, service delivery and supporting business operational and strategic planning.
You’ll have expert knowledge of customer, case management systems and complaint handling. An excellent communicator who is confident at representing both Member Relations and the wider organisation in internal and external forums, skilled at building constructive working relationships with your teams and stakeholders.
A skilled negotiator able to manage conflict and relationships appropriately building a shared understanding and achieving resolutions where appropriate. You will have experience and/or knowledge within a claimant, trade union, healthcare, or regulatory organisation along with a degree or equivalent experience.
To succeed at the Royal College of Nursing all you need to do is think bigger, better, and brighter. And with an attitude like that, anything’s possible.
What we offer you
We expect you to look after our members. And we expect you to be rewarded for it. We offer an impressive range of benefits, a broad range of learning development opportunities and an award-winning health and wellbeing programme. We offer annual leave up to 32 days plus bank holidays and three additional days for the Christmas break plus generous maternity, adoption, paternity, and shared parental leave packages.
*We offer a competitive pay structure with annual pay progression until you reach the top of the salary scale. We normally offer new employees the first point of the salary range, although you may be able to negotiate a higher starting salary depending on your skills, experience and current salary.
We are a diverse organisation and understand everyone has different needs and many of our employees enjoy flexible working enabling them to deliver results whilst having a good work life balance. Our hybrid working model allows for up to 60% of your working time to be carried out from home. At least 40% of your working time will be spent working in person.
There may be further flexibility to the locations advertised. Please contact the recruiting manager to discuss if alternative office locations are available.
Our selection process
Please click the ‘apply now’ button to submit a CV and answer the supporting questions online demonstrating how you meet the criteria for this role. You may not be shortlisted if you don’t. Please ensure your CV is in a simple format with minimal tables and sections. Any identifying information in your application will automatically be anonymised for shortlisting purposes.
We want your experience applying for a job with us to be the best it can be. We may hold our interviews and assessments in person or by video call. If you foresee any problems, please let us know.
Equal opportunities for everyone
Equity, diversity and inclusion are a priority for us and we aim to foster an inclusive environment so our people can bring their authentic selves to work. This is integral to our mission to enable you to support our members and ensure their voice is heard by all UK governments to get the best outcomes for them and their patients.
As proud member of the Disability Confident employer scheme we actively encourage applications from people with disabilities.
Contact details
For more information or for an informal discussion about the role please contact Joanne Galbraith-Marten, Director of Legal Services & Member Relations on 0207 841 3334.
For more information about the recruitment and selection process please contact recruit@rcn.org.uk
Opening date: 12 September 2025
Closing date: 21 September 2025
If we receive many applications after a week of advertising, this vacancy may close earlier.
Assessment & interview date: TBC
Interview date:
Contracted hours: 35