Member Support Manager

About the role

The Member Support Manager is a senior role responsible for leading the nationwide member support team, comprising the membership support centre, medico-legal and employment lawyers, and employment advocates. You will ensure members receive timely, professional and high-quality advice, advocacy and representation across these spheres.

Key responsibilities

• Lead and manage the nationwide member support team
• Oversee the membership support centre, medico-legal services, and employment advocacy
• Provide expert advice and strategic leadership in complex member matters
• Ensure members receive timely, professional and high-quality advice, advocacy and representation
• Drive continuous improvement and service excellence
• Build, motivate and develop high-performing teams
• Manage relationship management and stakeholder engagement

About you

• Experienced people leader with a proven ability to build, motivate and develop high-performing teams
• Extensive knowledge of customer service and call-centre operations
• Extensive knowledge of employment law and medico-legal matters
• Knowledge of relevant legislation
• Expert advice and strategic leadership capability in complex member matters
• Outstanding relationship management and stakeholder engagement skills
• Exceptional written and verbal communication skills
• Commitment to Te Tiriti o Waitangi, equity, diversity and the values of the union movement
• Driven by effective planning and review, and a curiosity for data and insights

About us

Tōpūtanga Tapuhi Kaitiaki o Aotearoa: The New Zealand Nurses Organisation (NZNO) is the leading professional union for nurses and healthcare workers in Aotearoa New Zealand. We represent more than 64,000 members and are committed to protecting and advancing their professional and industrial interests.