Membership Operations Officer

Salary:                     £27,788 – 28,519 pro-rata part-time 2.5 days a week Location:                 London Team:                      Membership Line Manager:         Head of Membership, matrix management Member Engagement Adviser Hours:                     2.5 days a week Contract:                 Fixed term contract, 12 months Grade:                     5 Safeguarding:         Basic / Standard The Vacancy The Membership Operations Officer will provide part-time business-as-usual support to the Membership team, helping the team run smoothly, respond quickly to member and internal enquiries, and maintain clear, accurate and accessible membership information. The role will support the day-to-day operations of the membership function, with a particular focus on digital and knowledge management, membership inbox coordination, enquiry triage and timely follow-up. Working closely with the Head of Membership, Member Engagement Advisers and colleagues across Start Network, the postholder will help ensure membership systems, records, communications and operational processes are well organised, responsive and useful to staff, members and hubs. KEY ACCOUNTABILITIES Digital and knowledge management support (40%) ● Maintain organised, accurate and accessible membership information across internal systems, including Box, SharePoint and Salesforce. ● Support colleagues across teams to access up-to-date member information, documents and tools that enable consistent member engagement. ● Support the development and maintenance of digital platforms that improve member engagement, communications and access to shared resources. ● Coordinate with Communications and relevant hubs to keep membership messaging, website updates and new member announcements accurate and timely. ● Administer member data in Salesforce, ensuring records are accurate, current and appropriately reflected in membership outputs and digital channels. ● Support membership communications, including newsletters and mailing lists, by collating content, maintaining contact data and monitoring engagement insights. Membership inbox, coordination and administration (40%) ● Monitor the Membership inbox regularly, ensuring enquiries are acknowledged, triaged and directed to the right person or team in a timely and responsive way. ● Act as the first point of coordination for routine member enquiries, tracking actions and ensuring follow-up is completed or escalated where needed. ● Support day-to-day Membership team coordination, including scheduling meetings, preparing papers, maintaining action logs and keeping shared documents up to date. ● Work with the Membership team, especially the Membership Knowledge Management to support routine membership processes, including annual invoicing and tracking of membership contributions. ● Coordinate follow-up on member queries, issues and engagement activities, ensuring clear ownership, deadlines and records of agreed actions. ● Provide flexible operational and administrative support to the Membership team as priorities shift across the year. Membership engagement support (20%) ● Support Member Engagement Advisers with practical coordination for member engagement activities, including inductions, meetings, hub-related processes and member follow-up. ● Coordinate with teams across Start Network on routine member engagement activities, ensuring relevant information is captured, shared and followed up. PERSON PROFILE Key competencies ● Administration and management ● Adaptability/flexibility ● Attention to detail ● Creative thinking ● Cooperation and collaboration Essential skills and experience ● Excellent written and verbal communication skills, with the ability to respond clearly, tactfully and professionally to enquiries from members and colleagues. ● Experience using CRM, knowledge management or shared information systems, such as Salesforce, SharePoint, Box or equivalent platforms. ● Strong organisational skills, with the ability to manage inboxes, track actions, prioritise tasks and follow through reliably in a part-time role. ● Proven experience providing administrative, coordination or operational support in a busy team environment. ● Strong IT skills, particularly Microsoft Outlook, Excel, Word and PowerPoint, with confidence maintaining accurate records and shared files. Desirable skills and experience ● Experience working in a membership organisation, network or multi-stakeholder environment. ● Working knowledge of French and/or Spanish. ● Experience of working in the development, peacebuilding or humanitarian sector. The Company Start Network is made up of more than 90 non-governmental organisations across five continents, ranging from large international organisations to local and national NGOs. Our programmes allow members to deliver humanitarian action around the world. Our mission is to create a new era of humanitarian action that will save even more lives. We aren’t driven by media headlines or political wi