Head of Operations

Job Description

Job Title: Head of Operations

Company: National Access and Scaffolding Confederation Ltd

Location: London NASC HQ full time / hybrid worker

Reports To: Chief Executive Officer (CEO)

Direct Reports: Membership Services Executive, CISRS Manager, Quality Manager

About Us:

National Access and Scaffolding Confederation (NASC) is a leading professional trade association dedicated to advancing safety, technical excellence, and best practices within the access and scaffolding industry. With a commitment to enhancing the industry’s standards and fostering the development of its professionals, NASC plays a pivotal role in ensuring the safety and efficiency of construction projects across the country. Construction Industry Scaffolders Record Scheme (CISRS) is the UK industry recognised scaffolders training scheme. The scheme has over 60,000 card holders in the UK and over 40,000 card holders overseas. Direction and administration of CISRS is the responsibility of NASC.

Position Overview:

Reporting directly to the Chief Executive Officer (CEO), the Head of Operations will lead the delivery of NASC membership services and CISRS operations including but not limited to member benefits, centre / card holder services, audits, subscriptions, sponsorship, training centre relationships, distribution of training materials, mail shop operations and CRM management. The role plays a crucial part in enhancing member value and streamlining operations.

Key Responsibilities:

• To ensure that NASC and CISRS has world class customer services and retention ability.

• Leading a dedicated team of professionals to meet the NASC / CISRS business and operational plan.

• Oversee membership services including onboarding, renewal, support and issue resolution.

• Lead the NASC membership audit programme and reporting.

• Oversee the NASC Quality function, including the NASC / CISRS quality systems

• Oversee management of CISRS training centre operations and coordination.

• Oversee CISRS cardholder services

• Lead the delivery of all membership benefits and services. Ensuring records for the use of all services are managed.

• Ensure that services developed and launched are communicated to members and the broader customer group precisely with close working with the marketing function.

• Support and administer membership subscriptions, invoicing and sponsorship income via the sales ledger working closely with the Finance function.

• Coordinate the distribution of guidance, publications and digital materials to customers.

• Ensure high-quality maintenance and use of the CRM system across all departments to improve member communications and data reporting.

• Collaborate with the Head of Finance to ensure alignment of financial and CRM records.

• Contribute to NASC strategy for membership growth and service improvement.

• Manage performance metrics and KPIs for membership engagement and CISRS operations.

• Other such activities as are required within the role.

Qualifications:

• Demonstrable experience in operational leadership in a membership or training-based organisation.

• Strong working knowledge of CRM systems and data management.

• Understanding of audit procedures and quality assurance in a technical or regulated field.

• Excellent line management capability across a multi-disciplined team.

• Strong customer service management skills, especially establishing and working within CSAT and KPIs.

• Commercial experience in administering sales income, sponsorships and client accounts.

• Excellent project management and organisational skills.

• Strong communication and interpersonal abilities across all stakeholder levels.

• IT literate with excellent attention to detail and record keeping especially instilling into a team.