Job Description
About the role:
To provide proactive and high-quality administrative support within the Membership Services Team. The role focuses on delivering excellent customer service, building strong relationships, and offering clear guidance to RDA’s Member Groups, RDA Approved Centres, volunteers, participants, and the general public.
Specific Responsibilities
Member network and external communication with RDA National Office:
* Act as the first point of contact for incoming calls to the RDA National Office, dealing with enquiries professionally and escalating when required.
* Manage shared email inboxes, responding promptly to queries and working with relevant teams to ensure follow-up.
* Monitor enquiries to identify trends and share insights to improve service and communications.
Provision of support to the Membership Services Manager for Membership matters. This will include, but is not limited to:
* Provision of guidance and support via calls and email to groups on operational matters including governance and health and safety (including first aid and risk assessments), directing to appropriate resources and self-service options. Highlight gaps and issues to the wider team.
* Administrative project support for ongoing initiatives and live projects.
* Maintenance and updating of the Salesforce Customer Relationship Management (CRM) system to ensure data integrity, accuracy, and confidentiality.
* Updating content on our internal network site (MyRDA) to ensure it is accurate and up to date, ensuring groups are signposted to relevant resources.
* Provision of administrative support to the team and wider Operations function, including coordination of training events, courses, and webinars—ensuring delegates are well-informed and receive the necessary resources.
* Supporting annual business-as-usual activities such as mail-outs and assisting member groups with membership fee and insurance processes, as well as the RDA annual returns process.
* Assisting with administrative processes related to the wider team’s operations, including onboarding of new groups and RDA Approved Centres, group closures or incorporations, royal visits, and national RDA events.
* Manage the RDA Group Orders system, including processing and dispatching orders, stock replenishment, liaising with suppliers, and maintaining website listings.
* Support the handling of complaints and concerns in line with the RDA Complaints Policy & Procedure, escalating to relevant team members where appropriate.
Be proactive in communicating with RDA Groups and the wider network by:
* Listening and responding to concerns of groups
* Promoting and celebrating group achievements and milestones
* Clarifying the support provided by RDA National Office to groups
* Visiting groups to observe good practice, and sharing this across the network
We welcome people of all ages and abilities, including those with physical and learning disabilities, sensory impairments, long-term health conditions, and neurodiversity.