Membership Team Leader

At the Fire Protection Association, our staff are at the heart of our business. We work with a mutual respect to deliver our vision – to make the built environment a safer place to live and work. We empower our staff to make a difference and achieve a sense of fulfilment in the work they do.

We are looking for a full-time Membership Team Leader to lead the day-to-day operations of the FPA Membership Team, a department within our wider marketing team. The FPA is the UK’s leading fire safety organisation, and we are committed to supporting our members by setting the highest industry standards, influencing policy, and providing them with the most comprehensive fire safety resources such as news, advice, documents, webinars, and exclusive member benefits to support them in their role. There is scope to develop your own knowledge, skills and expertise in this role.

Key accountabilities:

  • Assist the Digital Marketing Manager in delivering the Membership Strategy.
  • Manage the Membership Administration Team, ensuring that processes and customer service are delivered to a high standard to achieve member satisfaction.
  • Oversee and contribute to the operational processes of renewing and joining FPA members to achieve targets.
  • Working with an external supplier, ensure the delivery of welcome and renewed information packs.
  • Oversee the processes of joining, renewing, and distributing subscription-based products .
  • Liaise with members to ensure service expectations are being met, resolving challenges as they arise to achieve a positive outcome.
  • Represent the FPA at industry events when required, ensuring a good knowledge of all FPA products and services is developed.
  • Establish regular external engagement with current and prospective members and report on areas of potential improvement and exploitation.
  • When required, assist with the production and delivery of FPA Member Q&A webinars.

Skills and experience required:

  • Effective communication skills, recognising the importance of confidentiality
  • Customer focussed
  • Commercially aware and target driven
  • A track record of providing high levels of customer care with a proactive attitude to resolving challenges
  • Willingness to learn about the range of FPA products and services
  • Establishing good working relationships with colleagues across the business and with the FPA customer base
  • Awareness of budgets and targets
  • Ability to produce internal reports and feedback regarding activities
  • Prioritisation and organisation skills
  • Knowledge of CRM, web and other digital interfaces


Whilst not essential, management training or experience managing individuals would be beneficial.

Additional Benefits:

  • Pension and option to join private medical health care
  • Use of onsite gym/pool facilities
  • Flexible working policy
  • Cycle to work scheme
  • Wellbeing support
  • Social events
  • Continual career development
  • Free parking
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Please apply with a CV and covering letter outlining relevant experience and suitability for the role to Victoria New:



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