Information and Research Officer (Member Services)

Information and Research Officer (Member Services)

Application Deadline: 14 September 2026

Department: Branch

Employment Type: Part Time

Location: West Midlands Police Federation

Reporting To: Office Manager

Compensation: £17,000 - £21,000 / year

Description

To provide a point of contact and reference for West Midlands Police Federation Members, Elected Representatives and Office Staff.

To support the day-to-day administration requirements of the Member Services Team ensuring services are delivered in an accurate, efficient and timely manner.

This is a part time role, working 20 hours a week, split over 5 days. This role is required to be in the office.

Key Responsibilities Research

• To be the first point of contact for enquiries, on matters relating to Police Regulations, Police Pension Regulations, Police Federation and Force Policies.
• Undertake research on behalf of the Branch and present findings.
• Maintain a database of information in relation to Legislation, Policies and Procedures that affect the members.
• Appraise the Branch Secretary of all events, trends and developments that affect the members.

Financial Control

• Maintain electronic records to ensure Invoices are prepared and emailed in line with the Federation magazine distribution.
• Prepare and distribute Invoices for bimonthly payment for magazine advertising.
• Store all communications sent to Members in a shared folder for audit purposes

Members Services

• Maintain, develop and improve relationships with current Member Services Providers ensuring marketing material is distributed when required.
• Regularly email Federation Representatives with Members Services updates and amendments.
• Ensure all contracts and agreements are correctly retained with providers and filed.
• Deal with all Member Services queries and complaints.
• Liaise with providers to agree office availability for branch surgeries and maintain diary.

Administration Support

• Attend courses and meetings as required.
• To assist with updating the website and social media accounts.
• Administer Death claims and Critical Illness claims in a sensitive manner.
• To make boardroom bookings and arrange caterers as and when required.
• To assist administratively with photocopying, filing and scanning.

General Responsibilities

• To answer calls into the office ensuring standards are met at all times.
• To deal with and prioritise emails, complaints and messages.
• To carry out any research and problem solving when required.
• To check accuracy of the Database by means of dip sampling, searches, engaging with other users and members.
• In the absence of the other Member Services Team, to ensure their duties are covered.
• To be a nominated keyholder for Guardians House
• To work as part of a team to provide a professional service to members.
• To carry out any other duties commensurate with the purpose and grading of the post, that may, from time to time, be determined

Skills, Knowledge and Expertise

• Administration experience
• Competent using Microsoft packages
• Detailed knowledge of the Police Service, Police Regulations & other related legislation.
• Well Organised
• Research Skills
• Excellent Communication Skills
• Ability and willingness to work flexibly, under pressure and to deadlines
• Ability and Aptitude to work on own Initiative
• Commitment to Customer Service
• Self Motivated
• An understanding of the West Midlands Police Federation's commitment to equality of opportunity and valuing diversity, and the ability to translate this into action
• Full driving licence and own transport