Founded in 1922, the Institution of Chemical Engineers (IChemE) is the UK based and internationally recognised qualifying body and learned society for chemical, biochemical and process engineers. We exist to advance chemical engineering’s contribution for the benefit of society.

We support our members in applying their expertise and experience to make an influential contribution to solving major global challenges, and we are the only organisation permitted to award Chartered Chemical Engineer status and Professional Process Safety Engineer registration.

The Head of Qualification Services, reporting to the Director Qualifications and working closely alongside the Head of Professional Standards, Volunteer Engagement Manager, and other colleagues in the Member Experience team will play a pivotal role in the delivery of the business plan pertaining to the success of IChemE’s membership and qualifications activities and sustainable growth in membership.

They will lead a team of membership staff and will develop and maintain the required framework and processes to assure optimal experience for individuals wishing to join IChemE as a member/registrant, transfer their grade of membership/registration, and for organisations seeking (re-)accreditation. Member/registrant CPD sampling activity also sits within the remit of this role. They will also ensure that we engage with our member volunteers and committees in the most effective way possible.

• Define service-related strategy to drive culture of proactivity
• Optimises team profile/ structure and ways of working to deliver optimal service
• Drive Lean mindset and IChemE values within the team and lead ISO / risk management activities
• Optimise methods to engage in dialogue and elicit feedback from customers
• Seek and acts upon staff, applicant/member, customer and peer reviewer feedback to deliver improvements
• Analyse and take action on surveys/complaints/feedback
• In cooperation with Member Experience team, plan and monitor volumes per grade/region and for accreditation activities.
• Build and monitor the budget required to deliver the plan
• Where changes to resourcing levels are required, make a business case and carry out necessary steps (recruitment etc)
• Monitor volunteer numbers and committee capacity required to service the volume plan and take action to address as required
• Set KPIs (qualitative and quantitative) to assure optimal experience for (potential) members wishing to join or transfer their grade of membership, or for educational institutions/companies pursuing (re-)accreditation
• Monitor KPIs and, following root cause analysis, take corrective action as required
• Via analysis, seek trends in the application process (e.g. revision, outcome results) and, with Head of Professional Standards take action to make improvements as required, or provide data to/engage with partners to enable them to take action
• Manage the membership and accreditation staff
• Carry out Recruitment
• Define and monitor individual objectives aligned to the delivery business plan
• Design and delivery customer service-related training
• Identify team CPD requirements
• Succession planning
• Lead transformation and continuous improvement initiatives; identify and project manage any service or process related changes (including optimisation of peer review activity)
• Coordinate with Head of Professional Standards to ensure alignment to (changes in) regulator and IChemE governance requirements and plan cutover of said changes with committees and the marketing/comms team
• Transform and maintain the team as one unit without silo to ensure optimal resource utilization
• Plan and deliver cross training/upskilling as required
• Coordinate with marketing colleagues to optimise and maintain the membership-related webpages, ensuring optimal accessibility
• Inform / consult committees as required where process improvements impact volunteer activity
• Understand the apprenticeship requirements and successfully mentor apprentice advisors through their college work
• Provide training for staff and volunteers on use of systems/tools
• Organise member certificate presentation events
• Optimise and manage the annual member/registrant CPD sampling activity, ensuring volume targets are met and policy is adhered

Due to IChemE’s international nature, this position requires a willingness to work flexibly and to engage in business discussions outside of normal working hours. There will be times when you may be required to attend the workplace on remote working days as and when IChemE requires. Should this happen we will give you reasonable notice.

The position is based in the Rugby UK office (CV21 3HQ) we are currently working to a minimum of three days from the Rugby office and the remainder working from your UK home location.

Only candidates eligible to work in the UK will be considered.

This is a permanent full-time role based on 37.5 hours per week working Monday through to Friday (core hours from 10:00 – 12:00 and 14:30 – 16:00). Flexibility will be required to meet business needs.

Salary £55,000 per annum (depending on experience) plus benefits which includes an excellent pension scheme.

To apply; please complete all areas of the application form including uploading a copy of your CV, right to work and any other relevant information.

Please note that applications sent without a cover letter will not be reviewed.

The closing date for all applications is close of business Sunday 10 March 2024. IChemE reserves the right to interview exceptional candidates and make an offer of employment before this date should we wish.

IChemE aims to be an equal opportunities employer and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, religion or belief, race and marriage and civil partnerships.

IChemE benefits of employment include:

• Annual performance reviews
• Training and development opportunities
• Company contributory pension scheme that matches employee contributions by 1.5 times up to a maximum capped 12% employer contribution
• Life assurance linked to being an active member of the pension scheme
• 28 days annual leave (plus bank holidays) for full time members of staff
• Company paid sickness leave after 6 months employment and increased at intervals based on length of service
• Employee Assistance Programme and wellbeing support
• Health cash plan (cash back on optical, dental, physio and more)
• Financial support to help cover the cost of professional membership subscriptions if relevant to your role
• Free parking and refreshments at our Rugby Office