About CIBSE

The leading authority on building services engineering and a pioneer in responding to the threat of climate change, CIBSE exists to advance global best practice in the profession.

Through harnessing the expertise of our members, CIBSE represents the profession as a trusted voice to provide advice and guidance to Government on matters relating to construction, engineering and sustainability.

For over 127 years, CIBSE has supported a community of over 22,000 professionals worldwide in their pursuit of excellence in building performance, sustainability and safety to influence the well-being of individuals and communities of today and of future generations. CIBSE members continue to create the most environmentally friendly systems in major projects across the globe.

This is an exciting time to join CIBSE, a charitable organisation, which plays a critical role in a growing and changing sector.

About the role

This is a significant role within the Membership Team focusing on membership application processing and providing excellent customer service. Reporting into the Membership & Registration Manager you will be joining a friendly membership team who support each other to achieve CIBSE’s goals.

What you will do

Membership Application Processing

• Process ‘Experience Route’ membership applications.
• Liaise with assessors to review applications and update CRM.
• Proactively follow up with applications that are awaiting information.
• Process Qualification Assessment applications, preparing documents for review by the Individual Case Procedure (ICP) Panel.
• Issue qualification assessment results to applicants and update the CRM.

General Membership Tasks

• Process other membership applications as required.
• Process member reinstatements.
• Data checks to ensure records are up-to-date.
• Respond to Cases (emails) allocated in a timely manner – response aims for within 3 working days.
• Answering the main membership phone line, providing accurate information to enquirers.

What you will need to be successful 

• You will be experienced in providing a high level of customer service and processing data.
• You will be the first point of contact for applicants and members and will be confident in providing guidance and advice via phone and email.
• You are highly organised and self-motivated.
• You have keen attention to detail.
• You are resourceful and know how to find information, solve issues, answer questions, reach people and be flexible.
• You speak with confidence and professionally.
• You are a team player with strong interpersonal and collaboration skills.
• A professional manner is required as you will also be dealing with senior members of the institution. This role requires a high level of self-motivation and attention to detail and will suit someone who is proactive and confident in communicating with a range of stakeholders.

Essential Knowledge/Skills

• Experience of working in a customer focused environment, dealing with enquiries with tact and diplomacy.
• Ability to work to tight deadlines with good personal organisation and time management skills.
• Excellent verbal and written skills.
• Excellent attention to detail.
• Experience of using membership database and office packages including Excel, Word and MS Outlook, MS Teams.
• Self-motivated, able to work independently and use own initiative.
• Experience of giving accurate advice via telephone and email.

·       Desirable

• Experience of working in a professional membership body.
• Experience of working with volunteers and committees.
• An understanding of higher and further education qualifications.
• Experience working with Salesforce.

What CIBSE offers you

• A supportive and friendly working environment.
• Starting at 25 days Annual Leave increasing to 27 days with length of service, plus Bank Holidays. 
• Contributory pension scheme. 
• Family Friendly Leave. 
• 3 x paid volunteering days. 
• Annual Travel Season Ticket Loan. 
• Cycle to Work Scheme. 
• Life Assurance. 
• Private Medical Insurance. 
• Cash Plan – cash back for routine healthcare treatments. 
• Health and Wellbeing benefits, including Mental Health support, and access to a 24/7 GP service.
• Referral Scheme. 
• Shopping portal, rewards programme, and gym discounts. 
• Hybrid Working where people are ‘in the office more days than they are not’.  
• The chance to be part of an evolving, changing and exciting organisation that genuinely does change the world. 

Application Process

To apply for this role, please include your CV and cover letter outlining how you feel you would be a great fit for the role.

Closing Date

The deadline for all applications is Friday 23 May 2025

The pay for this role is:

up to £33,000 per year

The Institution is an equal opportunities employer. The post-holder will be expected to adhere to and support the Institution’s commitment to diversity, equality and inclusion.