Recruitment Pack Customer Service Assistant Battersea Dogs & Cats Home

Transcription

1 Recruitment Pack Customer Service Assistant Battersea Dogs & Cats Home

2 Dear Applicant, Thank you for requesting further information for our Customer Service Assistant vacancy (Ref BDCH971). 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: Thursday 8 th February 2018 Interview date: Monday 19 th February 2018 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: Customer Service Assistant Hours: 35 per week, including weekends and bank holidays Responsible To: Senior Customer Service Assistant (London) Works With/Key Contact: Operations All other departments Member of the public Location: London Duration: 12-month Fixed Term Contract Responsible For: N/A Salary: 17,110 per annum (plus a non-contractual, nonpensionable London Allowance of 635) Context and Background Established in 1860, Battersea Dogs & Cats Home aims 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 proactively provide efficient, informative, and friendly face to face customer service and act as a first point of contact in order to ensure a warm welcome for all visitors and directly support dog and cat rehoming. Overall Objectives Provide a warm and helpful welcome to all visitors to the Home, working with Front of House Volunteers to and proactively keep them informed throughout their visit. Deal professionally and effectively with all enquiries, in line with the Home s Customer Service Standards, maximising opportunities for visitors to become rehoming customers or supporters of the Home in other ways. Be the first line of face to face customer service and signposting for rehoming customers, at every point in their journey, from first interest in rehoming, through to the point of rehoming a new cat or dog. Drive shop sales and ensure customers are given the opportunity to purchase all relevant items at point of rehoming, whilst maintaining stock ordering and visual merchandising Ensure reception and public browsing areas are presented to a high standard at all times. Provide accurate and timely information to internal and external stakeholders (including other teams within the Home) by updating the Home s database accordingly

4 Responsibilities Approx. % of time Proactively greet and provide a high-quality customer service to all visitors, including rehoming customers, establishing rapport/empathy, evaluating needs, responding to enquiries, and directing customers appropriately, in line with the Home s Customer Service Standards, in and around reception and public browsing areas of the site as required. Accept payments and process paperwork for reunited and gifted animals, entry fees, donations, animal rehoming fees and provide refunds where necessary. Reconcile and report daily cash takings in according with financial procedures. 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 monitoring stock levels and communicating findings to the Commercial team Work alongside, supervise and support volunteers to assist with the various elements of customer service provision as outlined above. Ensure that there is a supply of cat and dog rehoming packs (including written information, initial supply of food, a collar and lead for dogs, and engraved tag) and provide these to the customer at point of taking payment for rehoming. Assist other departments and teams with visitor liaison where required, e.g. greeting external stakeholders such as donors Process data within the Animal Information Management system in a timely manner 5% 40% 20% 10% 10% 5% 5% Collect and log complaints, compliments and feedback from visitors or customers, and send template holding responses to complaints received to the Home by . 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 responding to enquiries from customers and visitors Decide on when to proactively offer assistance or further explanation to customers and visitors Accountability Consistent provision of excellent service to visitors, in line with Customer Service Standards Maintain the reputation of the Home to all visitors and other stakeholders Reconciliation and reporting of income takings Effective presentability of public waiting and browsing areas and effective stock management within the Home s shop

5 Person Specification Essential Significant experience of working within a demanding customer service environment Ability to maintain a positive and professional approach to customer interactions at all times Proven experience of delivering high quality customer service with minimum supervision Willingness to proactively offer support to customers in order to improve their experience as well as reactively respond to customer queries and requests. Proven experience of receiving or responding to customer complaints and feedback, with the ability to handle emotive situations with tact, diplomacy and empathy Proven experience of cash handling / banking Ability to identify issues or areas for service improvement and come up with effective solutions Proven experience with the use of databases, and the ability to carry out work where close attention to detail is required. 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 positively embracing and adapting to change 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 Commitment to presenting a smart, clean and professional personal image in line with uniform requirements and dress code for the role. Desirable Experience of supervising or supporting volunteers Experience of working within an animal rescue environment

6 Position in Team Deputy CEO/ Director of Operations Head of Canine Behaviour Head of Centre Operations Head of Volunteering & Fostering Centre Manager (London) Centre Manager (Old Windsor) Centre Manager (Brands Hatch) Head of Catteries Customer Services Manager Managers Mangers Manager Cattery Manager Senior Customer Service Assistant (London) Telephone Customer Service Team Leaders Team Leaders Team Leaders Team Leaders Customer Service Intake Team Customer Service Customer Service

7 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!

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