Membership Services Coordinator

Role Purpose

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The Coordinator role provides high-quality operational, administrative and coordination support across central services ensuring process efficiency, excellent stakeholder engagement, accurate data management and seamless delivery of organisational activity.

 Key Responsibilities

 1.      Operational & Administrative Support

 ·        Act as first point of contact for enquiries via phone, email, or digital platforms, providing accurate information and escalating where required.

·        Manage shared inboxes and enquiry channels, ensuring timely, high-quality responses.

·        Maintain accurate records in central relationship management (CRM) systems and specialist databases (e.g., qualifications, membership, orders).

·        Support cyclical operational activities such as membership renewals, insurance processes, annual returns and coach qualification tracking.

·        Support with provision of data for analysis and insight

·        Administer internal systems including intranet content, document repositories and online resources.

·        Support fulfilment or group orders in a timely manner, liaising with suppliers to maintain stock levels and ensuring high quality of customer care and support.

·        Assist with planning and delivery of national events, training days, workshops and webinars, including coordination of attendees, materials and general logistics..

2.      Project & Process Coordination

·        Provide end-to-end project support to central teams, including scheduling, documentation, tracking and reporting.

·        Assist in implementation and evaluation of processes, governance requirements, compliance tasks and ongoing operational improvements.

·        Support onboarding processes (e.g., new groups and centres, coaches, volunteers) and support closures or transitions where relevant.

3.      Stakeholder & Customer Service

·        Deliver clear, professional guidance to groups, coaches, volunteers and the public on operational matters including governance, health & safety, training and policies.

·        Identify themes in enquiries and provide feedback to enhance organisational guidance, processes and communication.

4.      General

·        Undertake such other duties as the line manager shall from time to time determine

·        Demonstrate the values and cultural aspirations of RDA in all work. xwzovoh

·        Ensure due consideration is always given to our charitable aims and objectives and that this is demonstrated in all activities.

 

Person Specification

Essential

·        Strong administrative and organisational skills with experience managing multiple priorities

·        Excellent customer service and communication skills, including via phone, email and digital channels

·        High attention to detail and accuracy, particularly in data handling

·        Proven ability to deliver against deadlines and service standards

·        High computer literacy, including MS Office 365 and CRM/databases

·        Ability to use initiative, problem-solve and identify opportunities to improve processes

·        Comfortable working in a busy, multi-functional team

·        Empathy with RDA’s values, aims and approach

 

Desirable

·        Experience supporting governance, compliance or operational procedures

·        Experience with Salesforce, WordPress or other CRM/content systems

·        Experience managing stock, orders, or supplier relationships

·        Familiarity with training/qualification pathways or membership administration

·        Experience working with volunteers or in a volunteer-led environment

·        Understanding of disability, equestrian context or charity operations