Service Standards Executive

Key Responsibilities

Administer all membership applications (in all membership categories) from application through to certification. Ensure collection of all relevant documents meet NASC guidance.
Ensure applicants are all kept informed of their application process ensuring that any outstanding issues are rectified quickly.
Administer all invoices associated with membership working with our finance team
Ensure all administration of contractor membership audit process adheres to the organisation’s charter.
Communicate with and support NASC compliance officers to conduct regular audits of member organisations; ensuring all audit packs are clear and complete ready for completion
Work with the Quality Manager to ensure all new legislation and guidance changes are properly communicated to our members and our teams where necessary
Ensure maintenance of comprehensive and up-to-date membership, ensuring accuracy and completeness of all records.

Manage all CISRS card appeals, gather all relevant information in line with the appeals process and CISRS rules.
Respond to appeals that do not meet the set criteria seeking further information or setting out such action to the appealer to result in the appeal being closed in line with the SOP and CISRS rules
Recommend a course of action to the CISRS manager and offer suggestions to improve the appeals process.
Process all orders of CISRS publications including training folders, certificates and modules. Processing will include communicating with customers, raising invoices and arranging dispatch of products
Manage all stock levels, missing shipments and on time delivery to ensure customer satisfaction remains high. Escalate where necessary to the Team leader in the first instance should the issues exceed the SOP
Receive and process onsite training notification forms submitted by CISRS training centres in line with the SOP. Processing will include but not limited to arranging visits to proposed venues, maintaining records of venues approved, and raising invoices for the appropriate fees.

Ensure all members adhere to ISO9002 and ISO14001
Oversee all administration in relation to audit processes for Common Assessment Standards, NASC Approved products and CISRS training centres.
Ensure all audit documents and certificates are recorded properly and are up to date
Provide Compliance officers with previous audit reports for any upcoming audits to ensure full transparency and to eliminate continuous poor practice
Support compliance officers in all administration duties and ensure all audit reports are received in a timely manner
Support the Quality Manager in all admin organization for future audits and any policy changes

Manage all inbound enquiries relating to the CISRS LMS, ensuring timely, accurate responses and a high-quality user experience for centres, instructors, and learners.
Maintain and update enquiry logs, identifying recurring issues and improvement opportunities to inform enhancements and stakeholder communications.
Provide first-line support and guidance, escalating complex technical or policy questions to the wider team, CISRS management, or external vendors as appropriate.

Ensure that all members meet the necessary criteria and standards as per the membership charter.
Ensure adherence to company policies, legal requirements, and industry regulations.
Support the maintenance of Operations Continuous Improvement plan.
Coordinate internally and support all member queries are logged appropriately in the RAID log.

Provide administrative support for meetings, including scheduling, documentation, and follow-up actions.
Assist in the planning and execution of events and activities.
Provide cover for absence in the wider Operations Team, and other assistance that may be required

A bachelor’s degree, business, administration, or similarly demonstrating understanding of process is preferred.
Proven experience in membership services, association management, or a similar role.
Excellent organisational and project management skills.
Strong communication and interpersonal abilities.
Proficiency in database management and reporting tools, including data functions within Excel.

Dynamic Role: Play a vital role in supporting the daily operations of a leading organisation in the scaffolding and access industry.

Variety of Responsibilities: No two days are the same, with tasks ranging from administrative duties to event coordination.

Supportive Environment: Work alongside a dedicated team and receive opportunities to learn and grow within the organisation.

Office-Based: Based at our London HQ with occasional flexibility when needed.

If you are a highly organised individual who thrives in a busy, varied environment and enjoys supporting a team, we’d love to hear from you.

NASC is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.