VETERINARY DEPARTMENT – OUTREACH PROJECTS
Job Title: / Outreach Projects Administrator
Reporting to: / Outreach Projects Co-ordinator
Location: / Dogs Trust London (based in Islington EC1V)
Revised: / August 2016
Working Hours / 9:00am – 5.00pm – Monday to Friday, 35 hrs per week
Summary
We are looking for an experienced, organised and confident team administrator who has previous experience in a customer service role. You will be providing administrative support in a busy office supporting the Outreach Projects Team , which is made up of eight members of staff, three of which are based at our Leeds rehoming centre. The team is expected to expand over the next year. Outreach Projects (Hope Project, Freedom Project and Lets with Pets) provides advice and services for pet owners in housing crisis as well as homelessness organisations, letting agencies and landlords dealing with pet owners. You will be dealing on a daily basis with a variety of stakeholders, including clients accessing the projects, referral & homelessness organisations, members of the public, letting agencies, landlords, veterinary surgeries and internal contacts. The main areas of this role centre on customer service, data entry, admin/team support and invoice processing. For more information go to &
Duties
Outreach Projects General
  • Answer public enquires via telephone and email
  • Deal with occasional face-to-face enquiries via head office reception
  • Process invoices (including checking, reconciling, coding and data inputting)
  • Liaise with external suppliers and our finance dept regarding payment procedures and invoice queries
  • Collate the team’s monthly statistics
  • Prepare and send out mailouts
  • Provide the OutreachProjects Co-ordinator with monthly reports of work carried out
  • Maintain and where needed create effective admin processes and filing systems
  • Manage team post
  • Assist the Outreach Projects Team as requested
Hope Project
  • Liaise with homelessness organisations, vets and clients to arrange veterinary treatment for dogs on our scheme
  • Help clients to sign up to our scheme, liaising with homelessness organisations where necessary
  • Process Veterinary Entitlement Card applications through our internal database
  • Manage the microchipping process for the Veterinary Entitlement Card scheme
  • Provide advice to homelessness organisations and clients on dog-friendly hostels and adopting dog-friendly policies
  • Assist with the organisation and delivery of our annual Christmas parcel service to homelessness projects
Freedom Project
  • Deal with pet fostering referrals from clients direct / referral agencies
  • Deal with volunteer foster carer enquiries
  • Assist the teams in managing the volunteer enquiry process
  • Manage the volunteer foster carer membership process via our internal database
  • Organise the ‘Out of Hours’ emergency phone rota system on a weekly basis
  • Cover phone calls to the project when Freedom staff are out of office and escalate accordingly
  • Cover weekend event attendance where needed – currently two or three times a year
Lets with Pets
  • Deal with enquiries from landlords, letting agencies and tenants by phone and email
  • Send out information booklets to tenants
  • Create and send out mailing packs to lettings agencies and landlords
Other
  • To assist and carry out similar tasks as existing projects grow and new projects are set-up
  • Liaise effectively with internal Dogs Trust departments when required
  • To implement and abide by all Dogs Trust policies
  • Ensure that all Health and Safety procedures, as deemed necessary after assessment of risk, are implemented and followed
  • Carry out any other duties as directed by the Head of Outreach Projects and Outreach Projects Co-ordinator

Person Specification
Essential
  • Experienced and confident team administrator
  • Experience in a previous customer service role
  • Experience in dealing with challenging phone calls in a customer/client services environment
  • Excellent interpersonal skills and the ability to relate to a wide selection of stakeholders
  • Experience of data entry and working with databases to produce basic reporting
  • Experience of developing effective admin processes and procedures
  • Experience of processing and reconciling invoices
  • IT literate, able to use elements of Microsoft Office (Word, Excel & Outlook)
  • Must be able to work in a busy environment and to prioritise own workload
  • Understanding of the problems experienced by pet owners in housing crisis
  • Aware of, and sensitive to, the aims of Dogs Trust and in particular the Hope Project and Freedom Project
Desirable
  • Experience of providing administration support to a team in a charity/voluntary setting – specifically around animal welfare, homelessness or domestic violence

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