Customer Care Assistant Derby & District RSPCA Derby, England
Job description
CUSTOMER CARE ASSISTANT
18 HOURS – 9.45am to 4.15pm, Sunday-Tuesday
Please note: the working hours and days may be negotiable but will include one weekend day per week
Do you want to do a job which makes a real difference?
Do you love animals and people?
Based in the centre of Derby, the role of Derby & District RSPCA is a small, independent charity, affiliated to the National RSPCA. We provide help and support to animals and their owners in the area, and rescue, rehabilitate and rehome hundreds of animals every year.
This is an exciting opportunity to join us at our Abbey Street Animal Rehoming Centre in the role of customer care assistant. We are a supportive and hardworking team, who all share a passion for animals and customer care. We are looking for a highly motivated, resilient and organised individual to work as part of that team.
This role involves working with the public in person and by telephone/email, dealing with customer enquiries, potential adoptions, and sometimes distressing situations. The ability to work in a very busy front line area of our business is essential and good computer literacy skills are preferred. Excellent people skills are essential as part of our commitment to customer care. As part of a rota system weekend working is necessary.
Please apply with a full CV and a covering letter.
Interviews will be held on 17th March 2023.
If you haven't heard from us by 16th March then unfortunately your application hasn't been successful this time.
RSPCA DERBY & DISTRICT JOB DESCRIPTION
Job Title: Customer Care Assistant
Location: RSPCA Derby & District, 45 Abbey Street, Derby, DE22 3SJ
Responsible To: Animal Care Manager
Hours: 18 hours per week
Job Summary: The Customer Care Administration Assistant will be responsible for reception and administrative duties relating to the intake and adoption processes for animals coming through the Animal centre. This includes being the first point of contact for all enquiries at the Animal Centre.
Principal Duties and Responsibilities
1. To be the first point of contact for all enquiries at the Animal Centre
2. To assist with the matching process for animals and adopters, including dealing with ‘perfect match’ forms, email enquiries and phone calls
3. To undertake adoptions with members of the public, completing all paperwork correctly and to a high standard
4. To record and register microchips to a range of microchip databases
5. To monitor and record all neutering vouchers presented to the Centre for payment and chase unclaimed vouchers
6. To receive payments and donations into the till and assist with banking duties
7. To work in line with the General Data Protection Policy of the Abbey Street Rehoming Centre
Communication
v To communicate appropriately with members of staff, volunteers, other professionals and members of the public
v To demonstrate a pleasant and helpful attitude at all times and maintain a good personal appearance
v To signpost members of the public to appropriate organisations when required
v To communicate accurate information with regards to adoption paperwork and any issues that have been raised from the adoption process to the Animal Care Senior Staff
Reception/Administration
v To ensure that, at all times, the RSPCA is seen as professional, caring and informative about animal welfare
v To contribute to all aspects of animal acceptance, adoption and post adoption procedures as required, including accurate maintenance and filing of administrative records
v To provide correct copies of relevant paperwork with regard to animal adoptions and raise any concerns about incomplete or incorrect information with the Animal Care Senior Staff team
v To respond to telephone and email queries in an appropriate manner
v To update all microchip details onto microchip systems as required
v To monitor and record all neutering vouchers presented to the Centre for payment and chase unclaimed vouchers with members of the public
v To liaise with home visitor volunteers, providing sufficient and accurate information to ensure the smooth running of the home visiting system
v To assist with the running of the Animal Centre shop, including restocking and taking payments
v To ensure that all monies received in reception are recorded on daily banking sheets, stored securely and banked as required
v To ensure the cleanliness and tidiness of all public areas of reception and on-site shop at all times
v To maintain a clear desk and store all sensitive data correctly at all times
Health & Safety
v To be aware of and work within the Animal Centre’s Health & Safety policies and procedures
v To report to the Business & HR Manager any item of equipment that is damaged or needs repair
General
v Any other duties as directed and defined by the Branch Manager as being to the benefit of the Branch
Note
This job description is an accurate statement of the job content. However, it is anticipated that changes will be required from time to time. Any changes will be discussed with the post holder.
PERSON SPECIFICATION
Job Title: Customer Care Assistant
ESSENTIAL
Able to move around the site and assist with stocking up shop area. Be neat and tidy in appearance at all time. No known allergies to animals.
DESIRABLE
Ability to drive work’s van for the benefit of the centre.
EDUCATION AND TRAINING
ESSENTIAL
Good secondary education, GCSE (or equivalent) in English and Maths
DESIRABLE
Customer ServiceLevel 2 NVQ or similar
EXPERIENCE
ESSENTIAL
Experience of dealing with public in a customer service setting – face to face and telephone work. Working to established routines and procedures. Following written instructions and procedures.
DESIRABLE
Experience in Data Protection requirements. Charity or retail sector experience. Proven experience in Health and Safety or Due Diligence. Experience with implementing written policies and procedures.
SKILLS /KNOWLEDGE
ESSENTIAL
Ability to work alone and in a team. Ability to remain calm and patient under pressure. Sound administrative skills. Excellent communication and interpersonal skills. Strong organisational skills and attention to detail. Good IT skills and competent in using Microsoft Office.
DESIRABLE
Experience of working with databases. Basic animal health care knowledge. Knowledge of the Data Protection Act. Experience of re-homing of domestic pets through a charity or rehoming centre
SPECIAL CIRCUMSTANCES
Able to work one weekend day each week. Able to work bank holidays as required. Willingness to do overtime when needed.
Job Type: Part-time
Part-time hours: 18 per week
Salary: Up to £9.69 per hour
Schedule:
- Day shift
- Every weekend
- Weekend availability
Work Location: One location
Application deadline: 13/03/2023
Reference ID: Customer Care Assistant
