NCVO

About the role The Policy and Public Affairs Manager plays a pivotal role in protecting and championing civil society. In this role you will harness the collective voice of our members and use evidence-led advocacy to influence policy, helping create the best possible environment for organisations to deliver their missions. This role will blend strategic thinking with hands-on delivery, shaping and executing impactful, meaningful change. Key responsibilities Leading on projects and influencing policy change. Creative public affairs activity while building trusted relationships with decision makers. Developing a public affairs plan to achieve on strategic aims. Line Management of a Policy and Public Affairs Officer. This is an exciting opportunity for a proactive, strategic thinker who thrives on making a tangible difference. You ll shape NCVO s influence, deliver creative advocacy campaigns, and strengthen the sector by ensuring civil society organisations can thrive. Your background Significant experience in policy, public affairs or influencing roles, ideally within the voluntary, public or membership sector. A strong track record of leading projects that have successfully influenced policy or built political support. Experience developing and delivering strategic public affairs plans aligned to organisational objectives. Proven ability to translate evidence and insight into compelling policy positions and advocacy campaigns. Strong relationship-building skills, with experience engaging decision-makers and senior stakeholders. Joining NCVO as Policy and Public Affairs Manager offers a unique opportunity to influence the environment in which civil society operates. You ll work at the heart of a respected, mission-driven organisation, shaping policy conversations, amplifying the collective voice of our members and driving meaningful change. About the Team The Policy, Public Affairs and Research team works to ensure voluntary organisations have the wider conditions they need to achieve their missions. PPA analyses the political landscape, develops and communicates credible policy solutions to support the sector, and builds strong relationships across Westminster and Whitehall. We may close applications early if we receive a high volume of interest, so apply as soon as you can. Why join us With members at the heart of everything we do, we champion the charities and volunteers who make a daily difference to our communities across England. Join us and help us make communities stronger and support us making a bigger difference! Some of NCVO s great benefits include: 25 days annual leave (pro-rata for part-time staff), increasing based on years of service five days volunteering leave (pro rata for part-time staff) enhanced pay for maternity/adoption leave generous employer pension contribution of up to 8.5% of salary. Find out more about the benefits of working at NCVO.

About the role The Customer Services Manager will lead in driving change from a reactive helpdesk approach to a proactive insight led model, identifying how we can use technology and process change to deliver a seamless customer experience. This hugely important role is the gateway to our customer offering, ensuring a best-in-class focus for service delivery. Key responsibilities Lead on customer journey transformation through quality of service delivery and clearer routes to services and partnership offerings Systems leadership to optimise workflows, leverage CRM effectiveness (ideally Dynamics365) to forecast demand, reduce waste and drive value creation. Manage high volume, complex multi enquiry environment to resolution and escalation management. Data -focused approach to issue resolution, customer satisfaction and operational efficiency within a high performance culture. This is a strategic leadership opportunity for someone who thrives on systems thinking, innovation and measurable impact. You ll shape the future of NCVO s customer journey, harness technology to deliver smarter services, and play a central role in driving growth, insight and organisational excellence. Your background A track record in delivering high-touch Customer Service excellence in a membership environment. A strategic thinker that is operationally hands on looking to lead from the front. A data first approach to review performance and constantly strive for performance (exp with Dynamics365 would be great but not essential). Strong communicator with a natural coaching style and a background in managing change. Customer first mindset; how can we make their journey as fluent, simplistic and rewarding as possible. This is an exciting time to join NCVO, with investment and opportunity across the organisation. We are evolving our services to ensure they meet the challenges facing the sector, creating real opportunities to make a positive impact on society. About the Team Membership and Customer Services is a newly evolved team that exists to grow, connect and convene NCVO s membership. The team acquires roughly 1,400 new members a year and offers care and support to retain 90% of its current 17K members. We may close applications early if we receive a high volume of interest, so apply as soon as you can. Why join us With members at the heart of everything we do, we champion the charities and volunteers who make a daily difference to our communities across England. Join us and help us make communities stronger and support us making a bigger difference! Some of NCVO s great benefits include: 25 days annual leave (pro-rata for part-time staff), increasing based on years of service five days volunteering leave (pro rata for part-time staff) enhanced pay for maternity/adoption leave generous employer pension contribution of up to 8.5% of salary.