Role Title: Rehoming and Engagement Advisor
Reports to: Head of Rehoming and Engagement
Location: RSPCA Cornwall Branch, St Columb
Hours: Full Time
Salary: £12.45 p/h
Purpose of the Role
The Rehoming and Engagement Advisor plays a vital role in supporting the journey of animals into and out of our care. This hybrid role blends rehoming coordination, high-quality customer service, and key administrative responsibilities. Advisors are also responsible for managing the main phone line and helping to shape and support a future volunteer-led model for phone handling and front-of-house enquiries. The role also includes providing post-adoption and fostering support and assisting in promoting our adoption packs and services.
Key Responsibilities
Adoption & Foster Engagement
● Act as the first point of contact for all adoption and fostering enquiries by phone, email, and in person.
● Guide applicants through the rehoming process, providing timely and compassionate communication from enquiry to placement.
● Provide post-adoption and ongoing fostering support to ensure successful placements and ongoing welfare.
● Support the Head of Rehoming and Engagement with the recruitment, onboarding, and management of foster carers.
● Update and manage relevant tracking tools, including Google Sheets, to reflect current foster availability and animal placements.
● Work closely with the Welfare, Behaviour, and Clinical teams to ensure animal needs and adopter/foster expectations are well-matched.
● Provide input into animal promotion by sharing updates with the Social Media & Marketing Lead and ensuring accurate, engaging profiles.
● Support the animal care team with carrying out adoption and foster meets with animals when required.
● Promote the sale of adoption packs and highlight other relevant animal services available at the branch to support adopters and fosterers.
Frontline Customer Interaction Duties
● Answer the centre's main phone line during working hours, ensuring a warm, informative, and solution-focused approach.
● Triage calls appropriately, liaising with teams across the site or logging messages for follow-up.
● Support the development of a volunteer phone team by helping to onboard and guide volunteers in this area, including documenting common queries and creating scripts where needed.
● Provide cover and support for front-of-house interactions during working hours.
Administrative & System Management
● Manage all paperwork related to rehoming and foster placements, ensuring accurate and timely processing.
● Complete intake documentation for animals arriving at the centre and upload details to the Shelter Manager system.
● Maintain accurate digital records in our CRM and internal systems, including adoption status, follow-ups, and adopter details.
● Prepare and issue adoption packs, microchip updates, and pet insurance activations as needed.
● Regularly update internal tracking tools such as Google Sheets to ensure visibility of placement data and capacity.
Person Specification
Essential
● Previous experience in a customer-facing or administrative role
● Strong verbal and written communication skills
● Excellent organisation, time management, and digital literacy
● Calm, patient, and empathetic approach, especially when managing emotional or sensitive situations
● Confident answering phones and managing a varied, fast-paced workload
Desirable
● Knowledge of animal welfare, rescue, or rehoming processes
● Experience using Shelter Manager or similar database systems
● Prior experience supporting or managing volunteers
● Familiarity with RSPCA operations or charity sector service delivery
Working Environment
● Based at the Cornwall Branch site with regular weekend working on a rota basis
● Works collaboratively with the Welfare, Community Engagement, and Behaviour teams
● May include occasional off-site activity (e.g. outreach or events)
Job Type: Full-time
Pay: £12.45 per hour
Expected hours: 37.5 per week
Benefits:
* Company pension
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
Work Location: In person