Head of Member Support Services - RCN02761
| Up to three locations available with hybrid working see advert | £87,288 - pro rata (including inner London weighting of £5262)
Internal candidates only
Contract type: Permanent
Head of Member Support Services
Location(s) Cardiff, London or Croydon with hybrid working, 28 hours, Permanent
Salary range per annum £82,026 - £92,094 pro rata* plus London weighting allowance of £5,262 per annum pro rata if applicable
Are you passionate about making a difference in people's lives? We are seeking a dedicated and empathetic Head of Member Support Services to lead the delivery of exceptional support to our members. In this pivotal role, you will ensure that RCN members facing challenges receive professional, compassionate, and tailored assistance. Whether navigating personal difficulties or seeking guidance, your leadership will empower our team to provide the highest standard of care and support. If you thrive in a role where you can combine operational oversight with meaningful impact, we’d love to hear from you.
As well as exceptional operational skills, you’ll bring strong leadership and case management skills and ideally in a relevant background of member advocacy. Whatever your background you’ll be efficient, accurate and show a commitment to customer service and continuous improvement in all that you do.
The ability to foster strong professional relationships and encourage close collaboration between departments is at the heart of this operational leadership role. You will be confident at navigating sensitive situations, guiding your team with empathy and professionalism, and ensuring every member feels heard, supported and valued.
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.
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 Terina Scheeres, Associate Director, Member Relations.
For more information about the recruitment and selection process please contact recruit@rcn.org.uk
Opening date: 20 October 2025
Closing date: 11.59pm on 03 November 2025
If we receive many applications after a week of advertising, we may close this vacancy earlier.
Assessment Centre & Interview: 24 November 2025 in person (location TBC)
Interview date: 24/11/2025
Contracted hours: 28