Job description

Company description

RSPCA Assured is the RSPCA's farm animal welfare assurance scheme and ethical food label. We promote and apply welfare standards drawn up by the RSPCA through administering and marketing the RSPCA Assured label

By being part of the Membership Services team you will act as the first point of contact for our members and deliver world-leading customer service. In this role, you will be required to account manage an allocation of producers, processors and packer members. Along with members for other business sectors as the organisation evolves through their annual journey with us.

You will ensure that full compliance with RSPCA Assured Quality Procedures, UKAS Accreditation and ISO 17065 is maintained whilst delivering the very best member experience.

This includes our members' applications, assessments, compliance checks and compliance issue processing, complaint handling, renewal and processing of payments. In this role, you will liaise with multiple stakeholders, both internally including field-based staff as well as externally, including certification bodies, and local and national Government organisations.

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

The main responsibilities of the post include:

• Being the first point of contact for a set allocation of RSPCA Assured members, to deliver world-leading customer service to RSPCA Assured members
• Managing and delivering the lifetime journey for RSPCA Assured members
• Liaising with internal stakeholders across RSPCA Assured and RSPCA to inform, manage and facilitate compliance
• Processing tasks relating to suspensions, cancellations, withdrawal of certification and/or membership according to quality procedures, as well as any additional membership processes
• Ensuring all enquiries and tasks are actioned in an efficient, timely and appropriate manner
• 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
• Undertake project work, to further the organisation’s understanding of the members' requirements, needs, demands and compliance
• To track, monitor and produce performance reports on service delivery across the business
• Raising members' concerns and needs to management, along with following up with said members to ensure they are satisfied with RSPCA Assured services
• Preparing monthly reports on membership account status.

The successful applicant should have:

• Educated to A-level or equivalent
• Experience working with detailed/complex documentation procedures
• Knowledge of invoice production
• Competent user of cloud-based CRM applications (Salesforce would be advantageous)
• Excellent written and verbal communications skills
• Be able to deliver an outstanding member experience
• Problem-solve, and use own initiative
• Work well as a member of the team and on own
• Ability to deliver within set service level agreements
• Learns new methods, tools and technologies and applies them to work
• Ability to remain calm in a busy environment
• Friendly 'can do’ attitude with a pleasant and confident telephone manner.

Please don’t be put off from applying if you don’t have all the required qualifications/experience above, we will provide you with comprehensive training to help integrate you within the team to ensure your success within the role.

RSPCA Assured offers excellent benefits including online learning and development platform, healthcare cashback 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.

Ending cruelty, promoting kindness and alleviating the suffering of animals.

Closing date for applications is Friday 14 July 2023

Interviews will be held the week commencing 23 July 2023 in our SE Hub.

NO AGENCIES, and must be able to travel to our SE Hub in Horsham, West Sussex.

Job Type: Full-time

Salary: £22,429.00-£25,000.00 per year

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Horsham, RH12 1XH

Application deadline: 14/07/2023