Recruitment Pack Receptionist (Part time) Battersea Dogs & Cats Home

Transcription

1 Recruitment Pack Receptionist (Part time) Battersea Dogs & Cats Home

2 Dear Applicant, Thank you for requesting further information for our Receptionist (Part time) vacancy (Ref BDCH874). Please find enclosed the below information which you should read thoroughly before starting your application: A full job description & person specification Additional information Closing date: Monday 26 th June 2017 Interview date: Tuesday 4 th Thursday 6 th July 2017 If you do not hear from us within 2 weeks of the closing date, please assume you were unsuccessful on this occasion. Please note that we reserve the right to close this post early, should we receive a high volume of applications. Thank you for your interest in working for Battersea Dogs & Cats Home. The HR Team jobs@battersea.org.uk

3 Job Description Job Title: Receptionist (Part time) Hours: 18 per week, working every weekend and bank holidays* Responsible To: Team Leader Works With/Key Contact: Operations All other departments Location: London Duration: Permanent Responsible For: N/A Salary: 8, per annum (based on a full-time equivalent of 17,110 per annum) Established in 1860, Battersea Dogs & Cats Home aims aim to never turn away a dog or cat in need of our help, caring for them until their owners or loving new homes can be found, no matter how long it takes. We are champions for, and supporters of, vulnerable dogs and cats, determined to create lasting changes for animals in our society. We currently operate from three centres in Battersea London, Old Windsor in Berkshire and Brands Hatch in Kent. Every year, we care for over 7,000 dogs and cats. This role sits within the Operations Directorate, which is responsible for delivering the highest standards of animal welfare and care for every dog and cat in their journey through the Home, from reception, to intake, to assessment and then to rehoming. Main Purpose of the Role To provide efficient, prompt and friendly customer service (via face-to-face, phone and in writing) and act as a first point of contact for all visitors *Please note the rota pattern for this vacancy is as follows (candidates must be able to work this pattern) - Friday: 11.00am pm - Saturday: 10.30am pm - Sunday: 10.30am pm Overall Objectives Deal professionally and effectively with enquiries that come to the Home via all methods of contact Drive shop sales, whilst maintaining stock ordering and visual merchandising Reconcile and report on daily, weekly and monthly takings in accordance with the Home s financial procedures Provide accurate and timely information to internal and external stakeholders (including other teams within the Home) and update the Home s database accordingly

4 Responsibilities Approx % of time Provide a high quality customer service to customers (face-to-face, via telephone and in writing), establishing rapport/empathy, evaluating needs and directing customers appropriately Accept payments and process paperwork for reunited and gifted animals, entry fees, donations, animal rehoming fees and provide refunds where necessary 35% 20% Provide effective service in the Home s shop, including (but not limited to): collecting payments for items sold promoting the Home s products to customers fulfilling orders stocking shelves Monitor stock levels within the Home s shop and communicate findings to the Commercial team Reconcile and report daily, weekly and monthly cash takings in accordance with financial procedures Assist other departments and teams within the Home where required; e.g. greeting external stakeholders such as donors Process data within the Animal Information Management system in a timely manner 5% Provide administrative support for the Operations team where needed 5% Assist in the development of new administrative/customer service processes 5% 10% 5% 10% 5% The above job description is intended to be an outline of the duties and responsibilities for this role. This is not an exhaustive list, and it is likely to change over time. You may be expected to undertake other duties that are commensurate with this role and grade. Decision Making and Accountabilities Decision Making Decide on the most appropriate course of action when fielding enquiries from customers and visitors Accountability Maintain the reputation of the Home to all visitors and other stakeholders Reconciliation and reporting of income takings Effective stock management within the Home s shop Person Specification Essential Significant experience of working within a demanding customer service environment

5 Ability to handle emotive situations with tact, diplomacy and empathy Proven experience of cash handling / banking Ability to identify issues and come up with effective solutions Proven experience with the use of databases Experience of delivering high quality work with minimum supervision A flexible approach to managing and prioritising a high workload and multiple tasks Proven experience of working constructively and collaboratively with colleagues from different teams Experience of keeping up to date with and applying good practice in your role Experience of positively embracing and adapting to change Experience of suggesting and taking the initiative about new ways of working that have been successfully implemented Experience of communicating clearly, with the ability to adapt your communication style for different groups Excellent written and spoken English IT literate with good experience of MS Office and other relevant IT systems as appropriate for the role Understanding of, and a commitment to the vision, mission and values of Battersea Dogs & Cats Home Desirable Experience of working within an animal rescue environment Position in the team Head of Operations Head of Rehoming / Customer Service Manager Senior Receptionist Receptionist

6 General information The Home is an equal opportunities employer and all employees are actively encouraged to contribute to the promotion of diversity. All employees are required to act in accordance with their responsibilities under the Health & Safety at Work Act. Data protection We manage your personal data in accordance with the Data Protection Act By applying for this job you consent to our processing your data, including sensitive data (such as data relating to your health or criminal convictions), for this purpose. You have the right to ask for a copy of your information and to correct any inaccuracies. For more information please visit our website ( ) scroll to the bottom of the Homepage and click on Cookie and Privacy Policy. Working at Battersea Dogs & Cats Home Please note that all offers of employment require: References deemed satisfactory to the Home Medical clearance via our occupational health team Proof of eligibility to work in the UK All new employees to the Home will be subject to a probationary period. We are unable to allow staff to bring their own dogs with them to work. The Home offers our employees a wide range of benefits to reward them for the value that they bring to the Home. Please click here for more information. We look forward to receiving your application!

7