Fellowship Services Coordinator

Are you an experienced Fellowship Services Coordinator looking for your next challenge?

The Royal Society of Arts is the home of creativity for the common good. Since 1754 it has championed ingenuity and innovation, and turned possibility into progress. From pioneering invention and design to shaping social change, we are a place for action and connection, where the brilliance of people drives change. And today, this organisation is more vital than ever.

We’re looking for a Fellowship Services Coordinator to provide high-quality administrative support as part of our Fellowship Services Team. As the first point of contact for both Fellows and non-Fellows, you will deliver exceptional customer service with a focus on responding to email and telephone enquiries, supporting Fellows from our 31,000-strong Fellowship community to engage with the RSA. You will also play a key role in maintaining accurate records within our CRM database and supporting Fellowship renewals.

This role is based at RSA House in London for a of three days a week.

• Act as the first point of contact for Fellows and non-Fellows, resolving a wide range of enquiries and complaints by telephone and email.
• Proactively engage with Fellows to improve their experience and encourage Fellowship renewals.
• Maintain accurate Fellowship records and become a key user of the Salesforce CRM system.
• Process payments, renewals and refunds and support Fellowship administration.
• Manage Fellowship mailings, welcome packs, Fellowship cards and other communications.
• Support the Fellowship inbox and contribute to projects focused on improving Fellowship retention and experience.

• Highly organised, with excellent time management skills and the ability to manage competing priorities.
• Passionate about delivering excellent customer service and engaging with people.
• Calm under pressure and able to manage a varied workload with tight deadlines.
• A confident communicator with excellent written and verbal communication skills.
• Detail-oriented and committed to maintaining accurate records and data confidentiality.

• Experience communicating effectively with internal and external stakeholders.
• Proven organisational skills and the ability to prioritise workload to meet deadlines.
• Experience delivering high-quality customer service.
• Strong interpersonal and relationship-building skills.
• Experience using CRM systems, ideally Salesforce, is desirable.
• Experience working in a membership organisation or charitable sector is desirable

As a social change organisation, we believe everyone, regardless of visible or invisible difference should feel welcomed and able to contribute to creating a better future. You can read our full inclusion statement on our website.

Please let us know if you require any reasonable adjustments or accommodations.