At The Institute of Chartered Accountants England & Wales (ICAEW), you’ll be part of an organisation that’s shaping the future of business, finance and the accountancy profession on a global scale. Our bold Direction 2030strategy puts members, innovation, sustainability and trust at the heart of everything we do; creating an exciting, forward looking environment where your work has real impact. We invest in our people through our benefits package, continuous development and a supportive, inclusive culture that empowers you to grow and thrive. If you’re looking for a role with purpose, influence and opportunity, ICAEW is a place where your future can truly take shape.


We’re looking for a Routes Supervisor to join our team in Milton Keynes on a permanent basis. This role offers a salary of £35,000 with a hybrid working pattern.


The Routes Supervisor delivers a consistent, high-quality service across all activities, supporting individuals through registration, application and progression into ICAEW membership while ensuring accurate, timely and compliant processing.

The role leads and resources a multi-disciplinary team to achieve service level targets, drive member growth and retention, resolve escalated issues professionally, protect data integrity, and continuously improve the customer experience through effective collaboration and digital, self-service solutions and continuous improvements.

What you will be doing:


*Support individuals through multiple platforms in relation to ICAEW qualifications, products, events and membership benefits, taking ownership of queries through to resolution and supporting progression into membership.
*Drive ICAEW member growth and retention targets by providing a gold-standard service, proactively highlighting appropriate support options and routes into membership.
*Ensure the accurate and timely processing and management of applications/registrations/cessations and readmissions for members, BFP holders, practice licences, general affiliates and other qualifications and routes to membership.
*Work collaboratively with internal teams and external stakeholders to deliver a seamless process for individuals across all service channels.
*Maintain high standards in protecting student and member data and the integrity of ICAEW data.




What you will need:


*Experience in recruitment and resource planning
*Exceptional customer service skills and proven experience in resolving complaints
*Strong IT skills, including Word, Excel, CRM and databases
*Demonstrated ability to lead a team to deliver to challenging targets
*Ability to use and interpret operational data to deliver insight


What you can expect from us
We believe doing your best work starts with feeling supported both professionally and personally. That’s why we offer a range of benefits designed to give you flexibility, security, and peace of mind:
*A generous 9% pension
*Healthcare cash plan
*Private Medical Insurance
*Life assurance at 4x your salary
*24 days’ holiday, and the option to buy or sell extra days
*Hybrid working
*Everyday savings through gym discounts, travel loans, and retail perks
*Enhanced family leave, including up to 6 months on full pay
*Ongoing wellbeing support, including access to CABA
*A paid day each year to volunteer for a cause that matters to you
It’s all part of creating an environment where you can thrive, in work and beyond. For a full overview of our benefits package please see below.
Additional Information




We reserve the right to close this vacancy earlier than the advertised closing date if we receive enough suitable applications. We therefore encourage interested candidates to apply as soon as possible to avoid disappointment.