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Operations Executive – Central Admin | £24,500 - £28,500

Location - Wimbledon, South West London
Type - 12 month contract
Hours - 35 hours per week
Salary - £24,500 - £28,500

We’re the CIPD — the professional body for HR and people development. We are the voice of a worldwide community of more than 140,000 members committed to championing better work and working lives. We’ve been setting the benchmark for excellence in people and organisation development for more than 100 years, helping members build their professional expertise and organisations build their HR and leadership capability.

The Role

The CIPD Customer Services & Operations department are looking for an Operations Executive to join them on a 12 month contract. You will work within the Central Admin team and supervise the day-to-day activities, which will include assisting in the work allocation to the team in order to achieve customer service excellence and revenue targets.

Key responsibilities

  • Supervise the activities of the team promoting a positive and customer focused culture amongst team members. Lead by example being a role model through your skills, knowledge and behaviour and a visible and motivating presence the team and the department 
  • Support the Team Manager in support for B2C set up of events and activities within a centralised CRM system monitoring events for delegate and student numbers to ensure profitability for Business Managers, amending and cancelling where appropriate 
  • Work with the Team Manager to ensure that resources are allocated according to team activity levels 
  • Be responsible for the inputting of B2C financial into Consensus, involving close liaison with Finance – invoicing processes, ensuring that correct financial allocations are made in all appropriate systems, reconciliation between systems to resolve any variances and issues with financial allocations 
  • Deputise for the Team Manager in their absence which will involve; line management support for team members including acting as an expert on product knowledge and handling escalated enquiries, being responsible for liaising with internal contacts and stakeholders and ensuring team activity schedules are followed, SLA’s are met and unexpected variances are flagged 
  • Coach and develop team colleagues to develop customer service skills, process, product and system knowledge 
  • Work as part of the team taking part in all team work and activities and handling enquiries from Customer Services, Business Managers, clients and tutors 
  • Deliver coaching and training as a Consensus user expert to support the broader Training Ops team as well as external teams such Market Development 
  • Identify and flag improvements to business processes and systems to the Team Manager and assist in implementing the improvements 
  • Assist the Team Manager in documenting work processes and producing training and systems manuals to ensure that all work processes are fully and accurately documented.

Knowledge, skills & experience

  • Of Graduate calibre 
  • Customer focused with excellent customer service skills 
  • Excellent administration skills, accurate with good attention to detail 
  • Experience of working in training administration in a similar environment
  • Ideally experience of carrying out financial processes such as invoicing, credit card payment, credit control, reconciliation 
  • Coaching and training skills 
  • Good presentation skills 
  • Strong communication skills with the ability to deal with people at all levels, and contacts both inside and outside the organisation is essential 
  • Prioritisation and organisational skills, and be able to work to strict deadlines under constant pressure, in a dynamic and seasonal environment 
  • Ability to quickly learn a high volume of product knowledge across a range of products and services 
  • Computer literate, proficient in using customer databases, excel and other MS package 
  • Able to analyse and solve problems and determine, recommend and implement solutions 
  • Motivated to manage own continuing learning and development, and the learning and development of team members, in order to respond to the changing needs of the business • An interest in HR and learning and development is desirable.

There has never been a more interesting or important time to join us. We offer a friendly and stimulating culture and a wide range of professional development opportunities and benefits such as 28 days’ holiday, free two-course lunch and flexible working hours.

The CIPD define diversity as valuing everyone as an individual – we value all our employees, customers and clients as people. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met. We are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender, sexual orientation, gender reassignment, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. 

CIPD valuing everyone as an individual

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as soon as possible.

Centre Quality Officer | Circa £30,000

Location - Wimbledon, South West London
Type - 12 month contract 
Hours - 35 hours per week
Salary - Circa £30,000

We’re the CIPD — the professional body for HR and people development. We are the voice of a worldwide community of more than 140,000 members committed to championing better work and working lives. We’ve been setting the benchmark for excellence in people and organisation development for more than 100 years, helping members build their professional expertise and organisations build their HR and leadership capability.

The Role

The CIPD Qualifications team are looking for a Centre Quality Officer to help build strong relationships with centres. You will adopt a Key Account Management approach to ensure effective high quality customer service is achieved and business development opportunities are identified.

Key responsibilities

  • Take responsibility for an allocation of centres within specified regions to develop and maintain relationships and implement the key account management plan 
  • Develop and maintain a network of key contacts at partner centres and undertake centre relationship and business development visits 
  • Be the primary point of contact for allocated centres/regions on all matters relating to centre and programme quality assurance 
  • Advise centres on proposals for new programmes and programme modifications 
  • Evaluate centre programme submissions, and any subsequent modifications or amendments, provide feedback and clarify information in order to make decisions on suitability for progression to a full quality assurance visit or desk review 
  • Contribute to organising approval, re-approval and development quality assurance panel visits by negotiating a realistic timetable with centres, make recommendations on the constitution of an appropriate peer review panel 
  • Participate in quality assurance visits and be responsible for guiding the panel chair and panel members to ensure that they are fully aware of the purpose of the activity, the qualification specifications, our policies and procedures and their role and to ensure that the panel’s decision and report is communicated to all concerned parties 
  • Follow up and evaluate centre responses to the action points agreed at the point of a centres visit and to encourage approved centres to take maximum responsibility for their internal quality assurance 
  • Follow up and evaluate the reports submitted by our external community, and in addition to the wider centre information available inform a risk management profile of centres, recommending appropriate follow up interventions 
  • Work collaboratively with the all officers to develop a knowledge and understanding of all centres in your jointly allocated regions 
  • Utilise market knowledge/intelligence to identify business development opportunities for specific centre types and regions/countries to support the Qualifications team and CIPDs wider objectives and strategic priorities 
  • Assist in the implementation of Key projects/areas of work within the Qualifications team 
  • Contribute to sessions at workshops and other events acting as an Ambassador of CIPD to raise awareness of CIPD qualifications.

Knowledge, skills & experience

  • Of Graduate calibre 
  • Experience of establishing, building and maintaining effective business relationships and providing high levels of customer service 
  • Ideally with, or prepared to work towards, a relevant quality assurance qualification 
  • Understanding of educational frameworks and the requirements of educational regulatory bodies such as Ofqual, Welsh Government, QAA, OU, etc 
  • Understanding risk-based quality assurance processes for qualifications 
  • Ability to work under pressure and meet deadlines, accuracy and attention to detail 
  • Excellent interpersonal and communication skills, both written and verbal 
  • Confident at presenting 
  • Ability to analyse and interpret complex information and data, and be able to develop workable solutions to challenging issues 
  • Autonomously managing complex projects, planning and prioritising a range of associated activities 
  • Computer literate and experience of using a database and spreadsheet applications.

There has never been a more interesting or important time to join us. We offer a friendly and stimulating culture and a wide range of professional development opportunities and benefits such as 28 days’ holiday, free two-course lunch and flexible working hours.

The CIPD define diversity as valuing everyone as an individual – we value all our employees, customers and clients as people. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met. We are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender, sexual orientation, gender reassignment, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. 

CIPD valuing everyone as an individual

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as soon as possible.

Partnership Officer | £35,000 - £38,000

Location - Wimbledon, South West London
Type - Permanent
Hours - 35 hours per week
Salary - £35,000 - £38,000

We’re the CIPD — the professional body for HR and people development. We are the voice of a worldwide community of more than 140,000 members committed to championing better work and working lives. We’ve been setting the benchmark for excellence in people and organisation development for more than 100 years, helping members build their professional expertise and organisations build their HR and leadership capability.

The Role

The CIPD Community Investment team have an opportunity for a Partnership Officer to join them on a permanent basis to lead on driving and implementing successful mentee referral partnerships at both local and national level to support the reach, scale up and quality improvement of the Steps Ahead programme. You will drive and account manage funding relationships and related budgets for Steps Ahead as well as run and manage a network of local consultants to support this work.

CIPD’s Steps Ahead mentoring programme offers jobseekers one-to-one mentoring sessions with a Steps Ahead mentor (all CIPD members) to help them improve their employability skills, boost their confidence and find work.

Key responsibilities

  • Scope, develop and drive beneficial new partnerships to deliver the CIPD’s social action programmes for members. This includes working closely with the Steps Ahead Development Manager and with the Chief Community Officer to identify potential partners, follow-up on leads and monitor effectiveness
  • Develop and implement partnership criteria and deliverables for new and existing partners at national and local level. Develop relevant documentation to support this (i.e. partnership agreements and tracking documents)
  • Develop a robust monitoring and evaluation process for projects in scope of the role 
  • Own and be accountable for the success of delivery partnership. This includes oversight of project management and process to deliver on those partnerships, working very closely with the rest of the team
  • Develop, set up and manage a network of independent consultants that have completed or are in the process of receiving Steps Ahead mentoring support who are tasked with identifying and driving mentee referral partnerships and promotion at local level
  • Account manage funding relationships and related budgets, including scoping new opportunities working closely with the Steps Ahead Development Manager and the Chief Community Officer. Drive and oversee funding bids for Steps Ahead and other social action programmes.

Knowledge, skills & experience

  • A proactive self-starter with demonstrable experience of developing and implementing successful external partnerships, including experience of building and managing relationships. Experience of partnership risk management is essential 
  • A proven track record in account and project management experience 
  • Evidence of commercial insight and knowledge and business development (private or third or public sector) will be an advantage 
  • Experience of managing budgets, financial reporting and tracking project delivery 
  • Personable and empathetic to the aims of the CIPD’s Steps Ahead mentoring programme, and the people they aim to engage with and support 
  • Driven to seek to understand how the programme and the work of the wider Community Investment team supports CIPD strategy. They will be a visible and credible ambassador for CIPD and the Steps Ahead mentoring programme 
  • An insight into the funding landscape (public as well as Foundations) and experience of writing successful bids would be an advantage

There has never been a more interesting or important time to join us. We offer a friendly and stimulating culture and a wide range of professional development opportunities and benefits such as 28 days’ holiday, free two-course lunch and flexible working hours.

The CIPD define diversity as valuing everyone as an individual – we value all our employees, customers and clients as people. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met. We are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender, sexual orientation, gender reassignment, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. 

CIPD valuing everyone as an individual

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as soon as possible.

Outbound Customer Service Representative | £22,000 - £24,000

Location - Wimbledon, South West London
Type - 12 month contract 
Hours - 35 hours per week
Salary - £22,000 - £24,000

We’re the CIPD — the professional body for HR and people development. We are the voice of a worldwide community of more than 140,000 members committed to championing better work and working lives. We’ve been setting the benchmark for excellence in people and organisation development for more than 100 years, helping members build their professional expertise and organisations build their HR and leadership capability.

The Role

The CIPD Customer Services department are looking for an Outbound Customer Service Representative to join the Learning Enquiries team. You will be providing a first class service in order to generate new members, engage with and retain existing members. This is a busy and exciting team so we are looking for an enthusiastic and ambitious candidate who enjoys developing positive relationships. You will receive a tailored induction and training plan so you can confidently represent CIPD to our customers and work alongside your new team to provide a consistently high standard of customer service.

Key responsibilities

  • Carry out a range of outbound calling campaigns, ranging from membership campaigns to sales and market research 
  • Continuously build, develop, share and maintain in depth product knowledge in order to provide a knowledgeable response to customers and so provide an added value service 
  • Actively seek and record information on customers including feedback comments on quality of service and ideas for new products 
  • Use a range of computer applications to accurately enter and amend customer data to promptly process financial and other transactions, and to build an accurate customer database 
  • Ensure that agreed levels of productivity, effectives and dials are achieved on a daily/weekly/monthly basis and that customers records or updated with an accurate reflection of contact between themselves & CIPD 
  • Attend off site and evening events including customer open evenings, and trade shows/exhibitions 
  • Follow up on all leads identified through various sources and build relationships with customers promoting CIPD Membership benefits and products and services 
  • Get involved in development and testing of new processes, systems and technology

Knowledge, skills & experience

  • Confident, clear and concise communicator, both orally and in writing 
  • Able to deal confidently with people at all levels and develop positive working relationships with team members and colleagues 
  • Able to work as a member of a team 
  • Great attention to detail and accuracy 
  • Flexible in response to changing priorities and needs and able to demonstrate a ‘can do’ and positive attitude 
  • Willing to acquire new competencies and accept new challenges 
  • Able to analyse and solve problems and determine and recommend appropriate courses of action 
  • Good outbound telephone call handling skills to also include up-selling and cross selling 
  • Excellent telephone call handling skills including questioning, probing, listening, establishing rapport, matching and closing 
  • Able to learn and understand high volumes of product information 
  • Able to quickly learn how to use internal IT systems in order to log and retrieve customer information 
  • Able to search for and find information on the CIPD website and using the Internet 
  • An aptitude for learning new IT systems quickly

There has never been a more interesting or important time to join us. We offer a friendly and stimulating culture and a wide range of professional development opportunities and benefits such as 28 days’ holiday, free two-course lunch and flexible working hours.

The CIPD define diversity as valuing everyone as an individual – we value all our employees, customers and clients as people. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met. We are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender, sexual orientation, gender reassignment, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. 

CIPD valuing everyone as an individual

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as soon as possible.

Senior Marketing Executive, B2B | Competitive

Location - Wimbledon, South West London
Type - Permanent
Hours - 35 hours per week
Salary - Competitive

We have an exciting opportunity for an experienced B2B marketer to join our 50-strong marketing and digital team. The Senior Marketing Executive will plan, deliver and analyse campaigns that generate and nurture sales leads. Last year we grew sales by 40%; this year we’d like to grow even more. If you have relevant experience of B2B marketing and you’re up for a challenge, please apply.

This is an autonomous role, requiring regular liaison with senior stakeholders and our sales team. We’re looking for someone who’s able to use their previous experience to influence our strategy and to implement change.

The jobholder will manage budgets and take ownership for key audience groups. They will use digital tools including our new Salesforce database and Marketing Cloud email platform to deliver effective multi-channel campaigns.

Key responsibilities

  • Define and execute marketing strategies and programmes that maximise lead generation, lead nurture and ROI 
  • Deliver marketing programmes that are customer-centric, content-led, and driven by insight and data 
  • Build cross-sell and up-sell campaigns 
  • Develop and optimise customer journeys to include enquiry, lead scoring, follow up, proposals, feedback and retention 
  • Develop marketing collateral and messages that support all stages of the customer journey 
  • Work closely with the sales team to monitor leads and understand customers 
  • Support the senior marketing team to deliver other marketing initiatives

Knowledge, skills & experience

  • Of Graduate calibre with a relevant business and/or marketing qualification 
  • A proven track record of delivering B2B marketing 
  • Experienced in digital marketing platforms (e.g. email systems, social media tools, Salesforce, Google Analytics etc.)
  • Ability to translate business requirements into marketing strategies and campaigns 
  • Strong communication, negotiation and influencing skills 
  • Excellent organisational skills and ability to manage multiple projects 
  • Strong business and financial acumen, including budget setting and management 
  • Excellent verbal, written and presentation skills 
  • An understanding of the latest marketing techniques and practices

There has never been a more interesting or important time to join us. We offer a friendly and stimulating culture and a wide range of professional development opportunities and benefits such as 28 days’ holiday, free two-course lunch and flexible working hours.

The CIPD define diversity as valuing everyone as an individual – we value all our employees, customers and clients as people. Harnessing these differences creates a productive environment in which everybody feels valued, where their talents are fully utilised and organisational and personal goals are met. We are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender, sexual orientation, gender reassignment, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.

CIPD valuing everyone as an individual

Please note, we reserve the right to close or extend this position depending on application numbers. Therefore we would urge candidates to submit an application as soon as possible.

Who we are

Who we are

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What we do

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Disability Confident employer

The CIPD is a Disability Confident employer. We work with the DWP and lead the way in changing attitudes towards disability, and to encourage all employers to provide opportunities to ensure that people with disabilities and those with long-term health conditions are able to fulfil their potential at work. We regularly review our own people practices and approaches to ensure that our workplace is as open, diverse, accessible and inclusive as possible. 

Stonewall Global Diversity Champions

Stonewall Global Diversity Champion

The CIPD is a member of Stonewall’s Global Diversity Champions programme, working together to ensure that we are an LGBT+ inclusive employer and membership organisation across our UK and International communities. Our principles – work matters, people matter and professionalism matters – enshrine our belief that good work is safe and inclusive.

Stonewall and the CIPD share the vision that by embedding inclusive values, organisations can drive higher levels of wellbeing, motivation, satisfaction and productivity. Our ambition is to ensure that all of our staff and volunteers feel confident and comfortable in bringing their whole selves to work - because people perform better when they can be themselves. 

Read: The CIPD pledges to make a positive difference to LGBT+ workers

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