Membership Services Coordinator

Role Purpose

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.

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