Scotwest is one of the leading credit unions in Scotland and, with more than 37,000 members and over £90m in assets, is one of the largest. As a member owned financial co-operative, our focus is on service and we pride ourselves in the exceptionally high level of satisfaction registered by our members. Our values of Care, Respect, Openness and Honesty drive everything we do and this is reflected in the working environment: we are a Real Living Wage employer; we have a high level of open and transparent communication with all staff and our ethos is that staff normally only work the hours for which they are contracted.  

We are currently recruiting a Member Services Manager

Permanent – 37.5 hours per week

Glasgow Based Hybrid Working

Reports to the Chief Operating Officer

At Scotwest Credit Union, our members are at the heart of everything we do—and we’re looking for a dynamic, highly organised, and people-first Member Service Manager to lead our service delivery across lending, telephony and administration. If you’re passionate about developing high-performing teams, improving systems and processes, and championing the member experience in a regulated environment, this could be your next move.  

What you’ll need to succeed

Lead the Member Service function, including inbound/outbound contact operations, unsecured and secured lending, and member administration. Supervise and support a team of Team Leaders, providing strategic oversight of workload planning and performance across departments. Drive improvements in service delivery and efficiency through coaching, feedback, reporting and innovation. Act as a trusted escalation point for complex member queries and complaints. Collaborate across the organisation to support change projects, digital service enhancements, and member-centred innovation.

What you’ll bring

Experience in managing a busy contact team Proven people leadership skills, with a passion for coaching, mentoring and developing others. Experience in supporting or leading service or process improvements. A naturally curious, organised, and proactive mind-set.  

Why join Scotwest?

At Scotwest, we put people above profit. We offer a collaborative, values-driven workplace, great benefits, and the chance to make a real difference in our members’ lives. You’ll be empowered to help shape the future of our services and be part of something more than just a job.

Scotwest Member Services Manager Job Description

Ready to lead with purpose? Apply now by sending your CV and covering letter to recruitment@scotwest.co.uk 

Closing Date Friday 25 July 2025