Overview
Purpose of the Role
The Rehoming Support & Administration Officer plays a vital role in supporting the efficient operation of the Rehoming Department by providing high-quality administrative, organisational and customer service support throughout the animal rehoming journey.
This role is responsible for coordinating much of the department's administration, ensuring accurate records are maintained, appointments are managed efficiently, and adopters, fosterers and colleagues receive a professional and compassionate service.
Working closely with the Rehoming Advisors, Animal Care Team, Veterinary Team, Welfare Team and volunteers, the post holder will help ensure that administrative processes run smoothly, allowing frontline staff to focus on assessing animals, supporting potential adopters and achieving positive welfare outcomes.
As one of the first points of contact for many members of the public, this role requires someone who is friendly, approachable, highly organised and able to work calmly within a busy and ever-changing animal welfare environment.
The post holder will also provide flexible administrative support across the wider Branch, working collaboratively with colleagues from other departments whenever operational priorities require.
Key ResponsibilitiesRehoming Administration
- Prepare and process all administrative paperwork relating to admissions, fostering, Home to Home cases and adoptions.
- Prepare adoption packs, foster agreements, ownership transfer documentation and associated paperwork.
- Process adoption fees, deposits, donations and refunds in accordance with Branch procedures.
- Complete microchip transfers, insurance documentation and all post-adoption administration.
- Maintain accurate waiting lists for admissions, foster carers and prospective adopters.
- Monitor shared inboxes and ensure enquiries are allocated and responded to promptly.
- Chase outstanding documentation including identification, landlord permissions, veterinary records and other required paperwork.
- Prepare and issue correspondence, letters and emails relating to the rehoming process.
- Support post-adoption follow-up administration where required.
- Ensure all paperwork is completed accurately and within agreed timescales.
Customer Service & Reception
- Act as a welcoming and professional first point of contact for adopters, fosterers, volunteers and members of the public.
- Answer incoming telephone calls, emails and face-to-face enquiries.
- Provide information on Branch policies, rehoming procedures and services.
- Signpost enquiries to the appropriate departments or external organisations where appropriate.
- Welcome visitors attending appointments, collections and meetings.
- Deliver a positive customer experience throughout every stage of the rehoming journey.
Appointment & Diary Coordination
- Arrange, confirm and amend appointments for admissions, adoptions, fostering assessments, meet and greets, welfare and behaviour consultations.
- Coordinate diaries across the Branch teams to maximise efficiency.
- Liaise with the Veterinary Team regarding appointments required during the rehoming process.
- Rearrange appointments promptly where operational priorities change.
- Ensure all relevant departments receive timely information regarding appointments and bookings.
Shelter Manager & Record Management
- Maintain accurate and up-to-date records using Shelter Manager and other Branch systems.
- Update animal records throughout every stage of the rehoming journey.
- Upload photographs, veterinary records and supporting documentation.
- Ensure databases, spreadsheets and tracking systems remain accurate and current.
- Monitor outstanding actions and ensure records are completed in a timely manner.
- Carry out routine data quality checks and support record audits.
- Produce reports, statistics and management information as required.
- Assist with the development and continual improvement of administrative systems and processes.
Team & Departmental Support
- Work collaboratively with the Rehoming Advisors, Animal Care Team, Veterinary Team, Welfare Team and volunteers to ensure information is communicated effectively.
- Provide administrative support to colleagues across other departments during periods of high workload or operational need.
- Assist with preparing reports, meeting papers, presentations and departmental documentation.
- Support the coordination of internal meetings, taking minutes and tracking agreed actions where required.
- Assist with volunteer administration and communications where appropriate.
- Support stock ordering and the management of office supplies for the department.
- Contribute ideas that improve efficiency and enhance customer service across the Branch.
- Provide reception cover and administrative support during annual leave or staff absence where required.
Compliance & Quality
- Ensure all work complies with GDPR, Branch policies and relevant legislation.
- Maintain confidentiality and professionalism at all times.
- Ensure all records are accurate, complete and audit-ready.
- Follow Branch procedures and quality standards.
- Identify opportunities to improve administrative processes and support continuous improvement across the department.
General Responsibilities
- Promote the values and aims of the RSPCA Cornwall Branch.
- Maintain a positive, professional and compassionate approach at all times.
- Participate in training and development opportunities.
- Support Branch fundraising events, open days and public engagement activities where appropriate.
- Undertake any other reasonable duties commensurate with the responsibilities of the role.
Pay: £12.71 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
