Job Description

Role Title:

Rehoming and Engagement Advisor

Reports to:

Head of Rehoming and Engagement

Location:

RSPCA Cornwall Branch, St Columb

Hours:

Full Time

Salary:

12.21 p/h

Purpose of the Role

The Rehoming and Engagement Advisor plays a vital role in supporting the journey of animals into and out of our care. This hybrid role blends rehoming coordination, high-quality customer service, and key administrative responsibilities. Advisors are also responsible for managing the main phone line and helping to shape and support a future volunteer-led model for phone handling and front-of-house enquiries. The role also includes providing post-adoption and fostering support and assisting in promoting our adoption packs and services.

Key Responsibilities

Adoption & Foster Engagement

? Act as the first point of contact for all adoption and fostering enquiries by phone, email, and in person.

? Guide applicants through the rehoming process, providing timely and compassionate communication from enquiry to placement.

? Provide post-adoption and ongoing fostering support to ensure successful placements and ongoing welfare.

? Support the Head of Rehoming and Engagement with the recruitment, onboarding, and management of foster carers.

? Update and manage relevant tracking tools, including Google Sheets, to reflect current foster availability and animal placements.

? Work closely with the Welfare, Behaviour, and Clinical teams to ensure animal needs and adopter/foster expectations are well-matched.

? Provide input into animal promotion by sharing updates with the Social Media & Marketing Lead and ensuring accurate, engaging profiles.

? Support the animal care team with carrying out adoption and foster meets with animals when required.

? Promote the sale of adoption packs and highlight other relevant animal services available at the branch to support adopters and fosterers.

Frontline Customer Interaction Duties

? Answer the centre's main phone line during working hours, ensuring a warm, informative, and solution-focused approach.

? Triage calls appropriately, liaising with teams across the site or logging messages for follow-up.

? Support the development of a volunteer phone team by helping to onboard and guide volunteers in this area, including documenting common queries and creating scripts where needed.

? Provide cover and support for front-of-house interactions during working hours.

Administrative & System Management

? Manage all paperwork related to rehoming and foster placements, ensuring accurate and timely processing.

? Complete intake documentation for animals arriving at the centre and upload details to the Shelter Manager system.

? Maintain accurate digital records in our CRM and internal systems, including adoption status, follow-ups, and adopter details.

? Prepare and issue adoption packs, microchip updates, and pet insurance activations as needed.

? Regularly update internal tracking tools such as Google Sheets to ensure visibility of placement data and capacity.

Person Specification

Essential

? Previous experience in a customer-facing or administrative role

? Strong verbal and written communication skills

? Excellent organisation, time management, and digital literacy

? Calm, patient, and empathetic approach, especially when managing emotional or sensitive situations

? Confident answering phones and managing a varied, fast-paced workload

Desirable

? Knowledge of animal welfare, rescue, or rehoming processes

? Experience using Shelter Manager or similar database systems

? Prior experience supporting or managing volunteers

? Familiarity with RSPCA operations or charity sector service delivery

Working Environment

? Based at the Cornwall Branch site with regular weekend working on a rota basis

? Works collaboratively with the Welfare, Community Engagement, and Behaviour teams

? May include occasional off-site activity (e.g. outreach or events)

Job Type: Full-time

Pay: Up to 23,495.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme On-site parking Sick pay
Schedule:

Day shift Weekend availability
Work Location: In person