Company

Blue Cross For PetsSee more

addressAddressSouthampton, Hampshire
salary Salary£27,500 a year
CategoryBanking

Job description

Contract: Permanent, full time 37.5 hours per week
Salary: £25,787 - £27,000 per annum
Location: Southampton SO30 2HL
Closing date: Sunday 4 February 2024
Interview date: Tuesday 13 February 2024
We’re recruiting a Client ServicesAssistant Manager to oversee the smooth operational delivery for our client journeys across our rehoming services at our rehoming centre in Southampton. You will help us ensure the right pet is placed in the right service, in the quickest amount of time and our clients, pets and people, receive excellent care throughout the admission and adoption stages of the rehoming process.
We’ve just launched a new and exciting national Rehoming & Fostering team structure to support our aim of ensuring every pet enjoys a healthy life in a happy home. You’ll be joining a team who strive to be the best versions of themselves, so that they can do the best for the pets who need our help.

More about the role

Our beautiful centre opened in 1988 and occupies approximately three acres of land in a discrete location surrounded by fields where we can walk our dogs, providing some wonderful enrichment in a quiet environment. The centre has facilities to care for dogs and cats, as well as a specialised area for puppies and kittens. We also operate a pet food bank for those that might need our support within the local area.
At Blue Cross we are ambitious, and the work carried out by our Centres is key in achieving our strategy and ensuring that ultimately, we help more pets.
This is a wonderful opportunity to join Blue Cross to lead a team in ensuring a high level of client care, efficient and connected decisions relating to pet welfare, and the delivery of high-quality rehoming services.
Your role will be to develop our clients’ experience, ensuring each and every interaction is positive, optimised, and complies with high quality and assured ways of working so the Centre meets its targets for pet related income, adopter and admitter satisfaction, and our supporter conversation rates.
You will take the lead on reporting related to Client Services, so that you and the Centre senior leadership team can understand the throughflow of pets and client journey satisfaction, to identify, create and implement continuous improvements.
For many, the Centre will be the ‘public face’ of Blue Cross so you will need to ensure that your team put customer service is at the heart of every interaction, this includes making sure that the public areas and facilities are welcoming and engaging and that administration of the admission and adoption process complies with internal processes and compliance legislation such as GDPR.
This is a full-time role working 37.5 hours per week on a rota which includes weekends and bank holidays. At our Southampton rehoming centre, we provide onsite accommodation for pets in our care 24/7. Overnight shifts are usually undertaken by team members who live on site. Occasionally, you will be expected to carry out night checks or stay in on site accommodation overnight when the resident team members are either not working or away for a period of time. These duties are organised on a local rota and shared between all members of the team.
Please note, internally this role is known as Assistant Manager: Client Services.

About you

You will understand the processes and stages of admitting and matching a pet with a new owner, a passion for exceptional Client Services with strong analytical skills and the ability to rigorously monitor, assess and evaluate in order to deliver improvements.
As an accomplished, positive, and innovative manager, you will know how to inspire, motivate, and drive continuous improvement. You will be able to lead a team of Pet Care Specialists, developing and empowering them through effective management and coaching.
With your excellent communication skills, you will have the ability to adapt your approach to suit different audiences. As there are always many ‘plates spinning,’ you will be naturally calm and organised, and be prepared to make decisions in a high-pressure environment.
You will know what it is like to work in an emotionally charged environment and have excellent ‘bounce back ability’ and resilience. In addition, you will be emotionally intelligent, showing empathy and knowing how to support your team and members of the public.
Knowledge, skills, and experience
  • Experience of working in a rescue welfare environment.
  • Significant experience of managing a team.
  • Significant experience in delivering high level client service in a fast-paced environment.
  • Experience of developing, mentoring, and coaching operational teams.
  • High standard of verbal and written communication.
  • Proven decision-making ability.
  • Understanding of and ‘hands on’ experience of pet care.
  • Current full driving licence.
  • The ability to demonstrate, understand and apply our Blue Cross Values
It would be great (but not essential) if you also had:
  • Client relationship management experience.
  • Performance management and improvement experience.
  • Change management experience.
  • Delivering training and presenting to large groups.
  • Experience working with volunteers.
  • Qualifications in management, leadership, or coaching
  • Understanding of safeguarding issues.
Want to know more detail? Great! We have attached the job description which hopefully gives you everything you need.
How to apply
complete the online application process before the closing date on Sunday 4 February 2024.
We reserve the right to close this vacancy early should we receive an overwhelming response.

Blue Cross benefits

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.
In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.
Our generous benefits package includes:
  • Enhanced annual leave entitlement: 30 days plus bank holidays
  • Pension scheme with enhanced employer contribution
  • Health cash plan
  • Life assurance
  • Unlimited access to an employee assistance programme
  • Programmes for physical and mental wellbeing support
  • Free access to GP via MetLife
  • Recognition scheme Annual volunteer days
  • Claim for professional fees

About Blue Cross

Blue Cross is a national charity that has been helping sick, injured and homeless pets since 1897.
Every month we help thousands of pets and their people by providing veterinary care, expert behaviour advice and find homeless pets loving families. We also offer education for future generations plus pet bereavement support for those who have lost their beloved pet companion.
We love the ways that pets can make such an amazing difference to the people they live with and we offer lifelong support and advice to help that unique relationship thrive. With your support we can give back to more pets and their families who need our help.
Pets change lives. We change theirs.
Our commitment to diversity and inclusion

We believe that every pet should enjoy a healthy life in a happy home, and we always seek to recruit the best people who share our values and commitment so we can continue to help and support pet owners across the UK to achieve this.
At Blue Cross, we want you to feel that you belong, without the need to hide any part of who you are.
Diversity and inclusion at Blue Cross means creating a workplace where all people, regardless of gender, race, sexual orientation, religion, nation or country of origin, disability, age, and socioeconomic backgrounds are welcome, respected, supported, and have access to equal opportunities.
We are working hard to reflect the world we live in and the communities we serve at every level of our organisation. As much as we have made positive advances, we consider diversity and inclusion to be a work in progress – a continual commitment that remains a priority for all of us.

If you would like to talk to us about any reasonable adjustments or changes to our recruitment process to support you to be your best, then please get in touch either via email at jobs@bluecross.org.uk, via telephone on 01993 825515 or if you would prefer a video call then we can arrange this using Microsoft Teams.
Our values

Our values define the way we do things. We use them every day to guide us, and to make sure we put people and pets at the heart of everything we do.

Compassionate: We listen, we are non-judgmental, we are kind and caring to the pets and people we encounter, and we offer support in difficult times
Courageous: We make brave decisions, embrace change, and encourage innovation, ensuring we always act with integrity – doing the right thing even when no one is looking
Inclusive: We value all our relationships and work in an open and positive culture where we celebrate our diverse talents and empower you to be you


Application Deadline

February 04, 2024

Department

Rehoming & Fostering Services

Employment Type

Permanent - Full Time

Location

Southampton

Workplace type

Onsite

Compensation

£27,500 / year

Reporting To

Centre Manager

Refer code: 2590465. Blue Cross For Pets - The previous day - 2024-01-23 03:38

Blue Cross For Pets

Southampton, Hampshire

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