Directorate: Service Delivery
Responsible to: Rehoming Centre Manager
Grade:5.1
Main purpose of the job
To deliver the highest standards of customer care to all centre visitors and contacts and to manage the presentation of the reception area.
Essential qualifications, skills and experience
- Good standard of secondary education including English and Mathematics at GCSE or equivalent
- Full manual driving licence
- Experience of working in a busy reception environment
- Dealing with the general public and their enquiries – both on the telephone and face to face
- Computer literate
- Experience of finance, spreadsheets and cash handling
Desirable qualifications/experience
- NVQ Level 2 or 3 in Customer Care
- Previous experience of working in a similar role, or working with animals
- An understanding of the demands of the voluntary sector
- Working with the public
- Team working and staff mentoring
The person
You will have good communication and organisational skills and an excellent telephone manner, with a genuine desire to provide excellent service to visitors to the centre and to other members of staff internally. You will have a keen eye for detail as the handling of cash and maintenance of office systems forms a key part of this role. You will enjoy seeing tasks through to conclusion, and be keen to get involved with new tasks as and when possible. This role is broad based and you will be expected to be able to manage several different tasks simultaneously and actively contribute to the smooth functioning of the centre.
Duties and responsibilities
- Carry out reception duties under the direction of the Centre Manager
- Follow Blue Cross Policies and Procedures with particular regard to Health and Safety and Data Protection matters
- Support and assist volunteers
- Greet all clients and visitors at the front desk in a pleasant and professional manner
- Treat all clients and animals in distress with care and compassion
- Answer the telephone, receive and give information. Pass on all messages clearly
- Administer cash and cheque payments
- Register new clients on the computer system and amend files as necessary
- Book animals out to their new homes and complete all paperwork
- Stock management
- Book follow up appointments
- Deliver training to other staff and volunteers
- Keep the reception area clean and tidy with all displays well stocked
- Observe and ensure compliance with all Health & Safety regulations
- Travel off site for training
- Some animal care duties may be required as and when the need arises
Job details
The working hours are on a locally agreed rota to include weekend & Bank holidays. Due, however, to the nature of the work of Blue Cross, and this post, it will be necessary to exceed these hours when the work load demands.
THIS JOB DESCRIPTION IS NOT EXHAUSTIVE