Membership Services Account Advisor (2679)

As a key member of the Membership Services team, you will be the first point of contact for a specific portfolio of members, ensuring exceptional support throughout their lifecycle. 

You will manage all operational aspects of your membership—including new applications, assessments processing, dealing with queries, renewals, invoicing, payments and much more. You will collaborate with internal departments and external stakeholders regarding your members, such as our assessor team and our certification body.  

Compliance is an important aspect of the role.  You will ensure that full compliance to RSPCA Assured Quality pocedures is maintained whilst delivering the very best member experience.

This is a full time (09:00-17:00), hybrid working role. You will be required to attend our new SE Hub in Horsham on an adhoc basis, with a mandatory once a month, for team meetings. 

This is an exciting opportunity, no day will be the same and would suit someone who likes lots of variety in their role.

• £26,000 per annum
• Contract one year (scope to extend/option to review)
• Full-time (09:00-17:00)
• Hybrid working, with ad hoc days in our office at Horsham, West Sussex

RSPCA Assured is a wholly owned subsidiary of the RSPCA, set up to administer the Society's farm animal welfare labelling scheme, RSPCA Assured.

The role of RSPCA Assured is to promote and apply welfare standards drawn up by the RSPCA, through marketing the RSPCA Assured labelling scheme. RSPCA Assured encourages farmers, hauliers, abattoirs, etc (the food supply chain) to participate, educate and promote awareness with end users and consumers of food products bearing the RSPCA Assured Certification Mark.

• Processing all tasks relating to membership - applications, renewals, cancellations, member updates and/or membership according to quality procedures, as well as any additional membership processes.
• Effectively communicate with our members by phone and email.
• Ensuring all enquiries and tasks are actioned in an efficient, timely and appropriate manner.
• Liaising with internal stakeholders across RSPCA Assured and RSPCA to inform, manage and facilitate scheme compliance.
• Attend and contribute to team and departmental meetings and conferences.
• Providing support to colleagues as and when required due to increases in operational volumes.
• General account management and administrative tasks to support the member experience across RSPCA Assured.
• To deliver against mutually agreed service level agreements, internally and externally.
• Raising members' concerns and needs to management, along with following up with said members to ensure they are satisfied with RSPCA Assured services.

• Minimum 2 years of experience as a customer service advisor.
• Competent user of cloud based CRM applications (Salesforce would be advantageous).
• Experience of working with detailed/complex customer documentation procedures.
• Knowledge of invoice production.
• Excellent written communications skills including drafting emails to members Be able to deliver outstanding service for our members.
• Problem solve, and use your own initiative.
• A friendly 'can do' attitude with a pleasant and confident telephone manner.

RSPCA Assured offers excellent benefits including online learning and development platform, healthcare cash back scheme, defined contribution pension scheme, employee assistance programme, hybrid working and flexi time policy, along with free off site secure parking if required at the new Horsham office.

We value diversity and encourage applications from all sections of the community & look forward to seeing your resume!

Please note that applicant must be able to travel to our SE Hub in Horsham, West Sussex.

The closing date for applications is February - Friday 13th. Interviews will be held in person, the week commencing 23rd February in our Horsham Offices.

Successful candidates for certain RSPCA roles will need to undergo a Disclosure and Barring Service (DBS) check.

Applicants must have the legal right to work in the UK - We are unable to sponsor visas at RSPCA

We want to ensure we do all we can to give you a positive candidate experience through our recruitment. Whilst we do try to give feedback where we can, sometimes due to receiving high levels of applications, this may not always be possible

We are building the future of a diverse Society, and our priority is to support animal welfare by finding people from all backgrounds who are committed  to our mission.  For this reason we actively encourage a wide diversity of applications - in particular from members of minority ethnic groups, and people with disabilities - as these candidates are currently under-represented at the RSPCA. Your transferable skills & lived experiences could make you a valuable addition to our RSPCA Family! 

We're here to support you and encourage you to let us know if you need any adjustments at any stage of the recruitment process. Please feel free to contact us at resourcingteam@rspca.org.uk or 0300 123 0685 so we can ensure the process works for you.