Head of Member Services and Network Support

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**Job Title**:Head of Member Services and Network Support

**Reports to**: Chief Operating Officer

**Line Management**:This role has line management responsibilities

**Budget Management**: This role has budget management responsibilities

**Based at**: RDA National Office (Lowlands Equestrian Centre, Warwickshire)

**Hours**: Full time - 34 hours a week

**Contract Type**: Permanent

**Salary**: £45,000 per annum

**About the Role**

The Head of Member Services and Network Support at Riding for the Disabled Association (RDA) charity is the key role responsible for driving excellence in member services. The role holder will have a member services team delivering against key performance outcomes as well as working indirectly with the wider operations team (coaching, equines, participation and volunteering) and will also sit at the centre of a substantial regional volunteer regional network.

The role holder will have a customer centred, collegiate approach with a strong process orientation and a drive for high quality service outcomes.

**Role Purpose**

The role holder will play a strategic role in building positive relationships with RDA Groups and our Network, ensuring their operational success, and facilitating collaboration and knowledge-sharing within the RDA community.

**Specific Responsibilities**

Strategy Development and Implementation
- Develop, implement and embed a comprehensive member services strategic plan that aligns with RDA's mission and provides a collaborative and supportive overall experience for RDA groups
- Review how our Member Services proposition meets the needs of our members and provides value
- Develop a deep understanding of the needs of our members and how this support will be best delivered, whether this be by National Office, partnerships or alternative provisions
- Work collaboratively with other National Office operational colleagues to ensure the needs and priorities of our members and networks are well understood and factored into their plans
- Identify areas for improvement in member services and implement initiatives to enhance the value and support provided to RDA groups
- To ensure RDA has an effective regional and operational network as a consultative and engagement vehicle for RDA; to support and cascade information and directives to member groups; and as a mechanism for receiving input and feedback from groups

Support and Engagement
- To be the voice for our member groups and networks at RDA National Office
- Establish and maintain strong relationships with RDA groups, providing ongoing support, guidance, and resources to help them achieve their goals and objectives
- Work with our Communications Team to develop and implement a communications strategy for our members which ensures a positive two-way flow of consultation, engagement and provision of information
- Foster a sense of community and collaboration within the RDA network, encouraging knowledge-sharing and best practice
- Ensure that National Office are seen to have expert knowledge and skills in the key areas required by our members such as Equine welfare, safeguarding, volunteering etc.
- Ensure each member group is valued as a member of the RDA community and that their individual needs are understood and met
- Serve as a primary point of contact for RDA groups, addressing their inquiries, concerns, and feedback
- Advocate for the needs and interests of RDA groups within the organisation and externally, including the Royal Visits bidding process and arrangements associated with

Quality Assurance and Compliance
- Develop and deliver training programs and resources to build the capacity of RDA groups in areas such as governance, safeguarding, volunteer management, and ED&I
- Ensure that all RDA groups adhere to the organisation's policies, standards, and best practices, especially around legislative requirements such as Safeguarding and Health and Safety
- Conduct regular reviews and audits to assess governance, compliance and risks and identify and support areas for improvement

**General**
- To maintain good external partner relationships with sector media, British Equestrian, and others whose campaigning priorities align, working with them to push for policy change
- Alongside other senior staff, routinely keep up with sector developments and undertake horizon scanning
- To undertake such other duties as the Director of Business Improvement shall from time to time determine, including attending the National Championships as part of the National Office support team
- To demonstrate the values and cultural aspirations of RDA in all work that is undertaken
- To ensure due consideration is always given to our charitable aims and objectives and that this is demonstrated in all activities undertaken

**Line Management responsibilities**

To effectively manage and lead the department by:

- leading by example and demonstrating the Charity’s vision and values
- ensuring regular communication