Head of Member Services

Head of Member Services

Hours: 28 per week
Location: Hybrid from home, Electric Umbrella Head office (Leavesden) and on site
in Hemel
Salary: £36,800 per annum (28 hours per week, £46,000 FTE)
Reporting to: Chief Executive

About Electric Umbrella

We are a vibrant, inclusive charity creating extraordinary, life-changing opportunities
for learning disabled people through music and community. Members benefit from
unique opportunities, including high-profile gigs and music releases, that are
unmatched elsewhere, reinforcing their creativity, confidence, and visibility. We
challenge perceptions, reduce social isolation, and support our members to develop
confidence, skills, and leadership so they can thrive within Electric Umbrella and
beyond.

Role Purpose

The Head of Member Services is a senior leadership role responsible for overseeing
and developing all member-facing provision at Electric Umbrella, including Face the
Music, Feel the Music, Crew Days, Big Yellow Choirs, online activity, events,
performances, and progression pathways.

The role provides strategic and operational leadership across the full member
experience, ensuring that members are supported to participate, develop, contribute,
and lead within our community. This includes creative programmes, social
opportunities, leadership roles, and public-facing work.

The post-holder will drive continuous improvement across all member services, from
initial engagement to long-term progression. They will strengthen our approach to
understanding and demonstrating impact, ensuring learning is used to improve
practice and can be clearly communicated to trustees, funders, and partners.

This role provides leadership across the member services team, supports staff
development and retention, and ensures that members are empowered as artists,
collaborators, and leaders. This role will report to the Chief Executive and work
closely with the Artistic Director, Head of Finance, Head of Education and Head of
Operations.

Key Responsibilities

1. Member Journey and Programme Oversight

●  Design, implement, and continuously refine the full member journey, from

onboarding to progression across Electric Umbrella programmes.

●  Ensure all provision is inclusive, person-centred, high quality, and aligned with

our mission and values.

●  Support members to access appropriate funding and support through local

authorities, personal budgets, and other routes.

●  Manage referral processes in partnership with schools, families, and support

networks.

●  Manage scheduling, delivery quality, and evaluation of member programmes.
Identify opportunities to enhance the member experience and strengthen
●
development pathways.

●  Oversee and support the growth of national and online membership

programmes, ensuring quality, accessibility, and consistent practice across all
delivery platforms.

●  Oversee budgets and financial planning related to member programmes and

progression opportunities.

2. Development and Leadership Pathways

●  Develop structured pathways that support members to grow from participation

into leadership, facilitation, and performance roles.

●  Enable members to contribute to education delivery (Crew Days), events, and

public-facing work.

●  Work with Access to Work and related schemes to explore sustainable

internship and employment pathways.

●  Explore commissioning opportunities with local authorities and partners.

3. Supported Transitions

●  Lead transition programmes for school leavers joining Electric Umbrella.
●  Support school leavers to move confidently from education into adult
programmes, social opportunities, and community participation.

4. Impact, Learning, and Improvement

●  Lead the development of meaningful approaches to understanding impact

across member programmes.

●  Work closely with the Head of Education to deliver the Trinity Qualification
(Award and Certificate in Music Development) across our membership.
●  Ensure data and feedback are gathered, reviewed, and used to strengthen

delivery.

●  Produce clear reports for trustees, funders, and stakeholders.
●  Establish and monitor impact relating to engagement, progression,

confidence, leadership, and wellbeing.

●  Promote reflective practice and continuous learning across the team.

5. Safeguarding, Protection, and Quality Assurance

●  Act as a Designated Safeguarding Lead (DSL) for the organisation, with lead
responsibility for safeguarding across all member services and programmes.

●  Ensure that robust safeguarding systems, policies, and procedures are in

place, regularly reviewed, and consistently implemented.

●  Lead on responding to safeguarding concerns, disclosures, and incidents,
ensuring timely, appropriate action in line with statutory guidance and
organisational policy.

●  Ensure all staff and volunteers are appropriately trained, supported, and

confident in safeguarding practice.

●  Embed a strong safeguarding culture across all programmes, where safety,

dignity, and wellbeing are central to all decision-making.

●  Work alongside the Head of Operations to maintain risk assessments, quality

standards, and best practice across all member activity.

●  Monitor compliance with safeguarding requirements and contribute to trustee

reporting and governance processes.

6. Leadership and Collaboration

●  Line manage the Lead Member Development Co-Ordinator, Membership

Manager, and placement students.

●  Support staff development, wellbeing, and performance.
●  Work collaboratively with creative, education, and operations teams.
●  Build strong relationships with statutory partners and funders.
●  Represent the organisation externally, strengthening partnerships and profile.

Person Specification

Essential

●  Experience designing, leading, or managing programmes for learning

disabled or vulnerable individuals.

●  Strong understanding of supported internships, transition pathways, or Access

to Work processes.

●  Skilled in person-centred planning and progression frameworks.
●  Experience of collecting, analysing, and using evidence and impact data to

improve services and report to stakeholders.

●  Excellent communication, leadership, and relationship-building skills.
●  Ability to translate learning and insight into service improvement.

Desirable

●  Background in education, social care, community arts, or disability support.
●  Experience working with local authorities, schools, and employers.
●  Knowledge of co-production and creative programme design.

How to apply:

Please send a CV and covering letter to jobs@electricumbrella.org.uk

Closing date for applications - Monday 2nd March 2026