Recruitment Pack Team Leader, Dog Intake Battersea Dogs & Cats Home

Transcription

1 Recruitment Pack Team Leader, Dog Intake Battersea Dogs & Cats Home

2 Dear Applicant, Thank you for requesting further information for our Team Leader, Dog Intake vacancy (Ref BDCH899). 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 11 th September 2017 Interview date: Thursday 21 st September 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: Team Leader, Dog Intake Hours: 40 per week including weekends and bank holidays Responsible To: Welfare Manager (Dog Intake or Dog Rehoming) Works With/Key Contacts: Volunteering and Fostering Teams, Canine Behaviourist & Training Advisor Team, Clinic, Communications Team, HR/L&D Team, members of the public and external organisations. Location: London Duration: Permanent Responsible For: Welfare Assistants 1-3 and/ or Lost & Found Assistants, Receptionists, Home Wide Driver(s), Lost Dogs & Cats Line Assistants and Dog Intake Co-ordinator Salary: 26,000 per annum Context and Background 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 to every dog and cat in its journey through the Home. We are committed to staying up to date with advancements in academia (canine and feline behaviour and welfare) and incorporating this knowledge into our working practices. Main purpose of the role To provide front line leadership and management to a team of Welfare Assistants and/or Front of House teams, ensuring high quality delivery of customer service and animal care and welfare standards. Overall Objectives To lead their team, managing, motivating and developing the staff to achieve their full potential. To ensure that the high standards in animal care and welfare are being maintained in the kennel block(s) or area(s) which the Team Leader is responsible for. To maintain exceptional levels of service delivery to our customers. To effectively manage the population of dogs and movement of dogs around the home to enable the Home to care for as many dogs as possible. Work with the Welfare Managers (Dog Intake and Dog Rehoming) and the Canine Behaviourist & Training Advisors to ensure that dogs are available for rehoming as swiftly as possible and maintained to the highest standard of welfare. Ensure the safety of staff, volunteers and customers by correctly allocating and categorising dogs both within the Home and when made available for rehoming.

4 Dog Team Leaders are responsible for overseeing the day-to-day operations of the Home, including the support and cover of cattery area supervision in the absence of cattery managers. Responsibilities Approx. % of time Lead and manage a team of Welfare Assistants and/ or Front of House staff and volunteers. Responsible for recruitment, development, engagement and performance management of all direct reports, and ensuring that they have sufficient training, support and resource to carry out their roles effectively. Undertake day-to-day operational duties this includes holding regular team meetings and ensuring effective communication, organising rotas and staff cover, ordering equipment and consumables in line with the Home s procurement policy and completing incident reports where applicable. Duties within ongoing assessment and rehoming: Having a good understanding of dog breeds and of dog behaviour, and a good knowledge of the dogs and their profiles within the respective kennel block(s), Overseeing the assessment and rehoming processes, including approving rehoming criteria and the promotion of animals looking for a home, ensuring animal individual care plans are appropriate and implemented effectively, capacity management (i.e., planning and coordinating kennel space and ensuring each dog is with us for the shortest amount of time possible) and identifying and addressing any impediment to this Liaising with other internal functions (i.e., Canine Behaviourist & Training Advisors, fostering team, etc.) as and when required Providing a high level of customer service to internal and external customers, including dealing with complaints and escalated matters Ensure that high standards in animal welfare are met and maintained by the team, in accordance with relevant legislation and the Home s policies and procedures. This includes monitoring adherence to hygiene and infection-control procedures, and ensuring that all animal details, needs and observations are monitored and recorded clearly and consistently on our animal management database (AIM). Ensuring that organisational KPIs (e.g. a dog being walked at least once per day) are met. Lead a team who make the decision to euthanise dogs when all other options have been exhausted (i.e. due to legal reasons, or serious behavioural and/or medical factors) Work proactively with the Welfare Managers (Dog Intake and Dog Rehoming), the other Team Leaders and with counterparts across the sites to develop and implement improvements to service delivery and operational procedures, in line with best practice and trends in customer service/ animal welfare Record and measure the team s performance against departmental key performance indicators, identifying any variances and agreeing and implementing corrective action where applicable. Provide support to other departments in the Home, such as facilitating dog introductions with various stakeholders, VIP tours, organising events, representing Battersea in the media, organising staff/dogs for photo shoots etc. This role requires weekend working, and working on bank holidays as required. 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. 25% 10% 25% 15% 15% 5% <5% <5%

5 Decision Making and Accountabilities Decision Making Decisions relating to the day-to-day management and utilisation of the team Decisions relating to the movement of animals around the Home to ensure the most effective use of kennel space Decisions, within a team, whether particular dogs should be euthanised Decisions in relation to customer care and how best to respond to complaints on behalf of the Home Accountability The post holder is accountable for managing their direct reports and their performance. Accountable for allocating and monitoring equipment and consumables in their area in line with the Home s procurement policy Accountable for animal welfare and hygiene in their areas Accountable for Rehoming decisions for animals in their care. Person Specification Essential qualifications, experience and skills Proven hands-on experience of successfully motivating, managing and developing a high performance team, including setting clearly defined objectives and managing performance Highly organised - must be able to work under pressure and use own initiative, meet deadlines and demonstrate flexibility. Motivation and use of initiative and a can do attitude - demonstrating a proactive approach. Proven experience of working with dogs with the ability to handle a variety of dogs with differing behavioural challenges. A flexible approach to managing and prioritising a high workload and multiple complex issues and tasks in a changing environment with tight deadlines Excellent customer service skills, with demonstrable experience of working in a challenging customerfacing operation and delivering continuous improvement in the customer s experience A good understanding of the issues facing canine welfare, and the challenges of working in a rehoming organisation Some experience of recording and measuring key performance indicators and running reports Proven experience of positively embracing and adapting to change by identifying, leading and managing change in line with organisational objectives Proven experience of a flexible approach to managing and prioritising a high workload and multiple complex issues and tasks in a changing environment with tight deadlines Proven interpersonal and consultative skills, including the ability to communicate, present, negotiate, influence and build credibility with colleagues and external parties Financially aware and numerate Ability and motivation to deliver high quality work with minimum supervision Proven experience of working constructively and collaboratively with colleagues from different teams, across the management structure. Experience of keeping up to date with and applying good practice in your role Experience of communicating clearly, with the ability to adapt your communication style for different groups and presenting information to large audiences Excellent written and spoken English IT literate with good experience of MS Office and using a database Proven administrative experience and excellent attention to detail Commitment to and understanding of the vision, mission and values of Battersea Dogs & Cats Home

6 Ability to work weekends as required by the role Desirable qualifications, experience and skills Experience within the animal welfare sector Knowledge of animal behaviour and assessment, as evidenced by further study in a formal relevant qualification Position in the team Director of Operations Head of Volunteering Head of Centre Operations Head of Canine Behaviour Canine Welfare and Quality Manager Centre Manager (Old Windsor) Centre Manager (London) Centre Manager (Brands Hatch) Head of Catteries Animal Partnerships Manager Operations Admin Assistant Welfare Manager (Dog Rehoming) Welfare Manager (Dog Intake) Team Leaders Team Leaders Team Leaders Welfare Assistants Welfare Assistants Welfare Assistants Intake Co-ordinator Laundry & Hygiene Assistant Lost & Found Assistants Groomers Intake Co-ordinator Receptionists Lost Dogs & Cats Line

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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