Membership Services Account Advisor

About the Role

This is a Fixed Term contract for one year (with scope to extend/option to review). You’ll be the first point of contact for a specific portfolio of members at RSPCA Assured, delivering exceptional support throughout their membership lifecycle. This is a full-time hybrid role (09:00–17:00) based at the South East/London Hub in Horsham, West Sussex, with ad hoc office attendance and one mandatory monthly visit for team meetings. No two days will be the same—you’ll manage everything from new applications and assessments to renewals, invoicing, and member queries.

RSPCA Assured administers the RSPCA’s farm animal welfare labelling scheme, promoting welfare standards across the food supply chain. Your compliance expertise will be crucial; you’ll ensure all operations meet RSPCA Assured Quality procedures while delivering an outstanding member experience.

Key Responsibilities

• Process all membership-related tasks: applications, renewals, cancellations, member updates, and additional processes according to quality procedures
• Communicate effectively with members via phone and email, ensuring enquiries are actioned efficiently and appropriately
• Liaise with internal stakeholders across RSPCA Assured and RSPCA to manage scheme compliance and facilitate member support
• Maintain full compliance with RSPCA Assured Quality procedures whilst delivering exceptional member experience
• Manage account administration and support the member experience across RSPCA Assured
• Deliver against mutually agreed service level agreements (internal and external)
• Raise members’ concerns and needs to management, following up to ensure satisfaction
• Attend and contribute to team and departmental meetings
• Provide support to colleagues during operational volume increases

Requirements

• Minimum 2 years’ experience as a customer service advisor
• Competent user of cloud-based CRM applications (Salesforce experience advantageous)
• Experience working with detailed and complex customer documentation procedures
• Knowledge of invoice production
• Excellent written communication skills, including drafting professional emails to members
• Strong problem-solving ability and ability to use your own initiative
• Friendly, can-do attitude with a pleasant and confident telephone manner
• Ability to deliver outstanding service consistently
• Must be able to travel to the SE Hub in Horsham, West Sussex
• Legal right to work in the UK (visa sponsorship not available)

Benefits

• Salary: £26,000 per annum
• 35-hour working week (full-time)
• 25 days’ holiday per year
• Hybrid working with flexible arrangements
• Defined contribution pension scheme
• Healthcare cash plan
• Employee Assistance Programme
• Occupational sick pay
• Life assurance
• Online learning and development platform
• Dog-friendly policies
• Cycle to work scheme
• Discount schemes
• Free secure car parking at Horsham office (if required)
• Family-friendly policies

About the Practice

RSPCA Assured is a wholly owned subsidiary of the RSPCA, established to administer the Society’s farm animal welfare labelling scheme. The organisation promotes and applies welfare standards across the food supply chain, encouraging farmers, hauliers, abattoirs, and other supply chain participants to participate in and champion RSPCA Assured certification. The team works to educate and raise consumer awareness of products bearing the RSPCA Assured Certification Mark.

The RSPCA is committed to building a diverse workforce and actively encourages applications from underrepresented communities, including members of minority ethnic groups and people with disabilities. The organisation provides support and accommodations throughout the recruitment process. Successful candidates for certain RSPCA roles will need to undergo a Disclosure and Barring Service (DBS) check.