Affinity Services Limited



DATE:24th August 2020POSITION TITLE:West Coast Centre Support TEAM: Customer ServiceLOCATION:Greymouth SPCA CentreREPORTS TO:Manager West CoastDIRECT REPORTS:NonePURPOSE: To act as a key member of the West Coast team, providing excellent customer service to customers of SPCA in person, over the phone and via email.To support the Manager West Coast as required, ensuring the efficient and effective operation of the reception area by performing a variety of duties to a high standard.To prepare and complete adoption paperwork both online and in person.To support the Animal Care Team as required by ensuring the efficient and effective operation of the animal centre and that Centre standards are maintained. KEY ACCOUNTABILITIES:KEY RESPONSIBILITIES:Customer ServiceProviding excellent customer service and ensuring that this is a top priority.Duties include but are not limited to:Processing and completing animal adoptions including discussions with potential adopters to match the right animals with the right personWelcoming walk in members of public to the SPCA, assisting them with advice, directions and other as required.Ensures that all members of the public are treated in a non-judgemental manner, with respect and empathy.Responding to telephone calls, messages and emails in a timely manner with accurate and helpful information.Assisting Animal Care staff by processing the administration for entry and exit of boarding catsPromotion and sale of retail items and merchandisingCentre SupportWorks in other areas of the centre as directed to cover leave and absence of other staff including but not limited to all animal care areas, customer service and foster. Supports animal care units with high occupancy as directed by The Manager West Coast.The SPCA’s expectation is that there is a willingness to attend enthusiastically and effectively to all circumstances which should arise with required tasks and attend to any other duties that may be required from time to time.Administration:Maintains the integrity of the computer databases Prepare paperwork for all species of animals available for adoption, including the following:Liaise with Animal Attendants and Foster Team to compile a comprehensive pet portfolio.Ensure a selection of high quality and appropriate photos are uploaded to Shelterbuddy.Ensure all information is up to date and consistent between paperwork and database (eg. Age, microchip number).Manage the amount of available animals showing on the website.Each animal has comprehensive adoption notes so all staff are aware where the adoption process is at.Adoption appointments are booked in via the Outlook Calendar. Adoption talking points are thoroughly discussed at time of adoption where payment and registration is also carried out.Shelterbuddy database is kept up to date as necessaryOversee that all documentation is completed accurately for all animals, correcting any observed irregularities as soon as possible.Other administrative of office tasks as required or requested by the Manager West CoastPersonal and Continuing EducationEducation opportunities are sought proactively for self. Development requirements are signalled in advance to the Manager West Coast. Competence and skill level is maintained to perform role(s) to highest ability.Meets objectives set at bi-annual catch ups.Education / Promotion of SPCA brandMembers of the public / animal owners & carers are consistently given good advice and appropriate information which seeks to improve or maintain welfare of animal(s), whilst maintaining the image of the society as a caring organisation.Positive feedback regarding SPCA is consistently received where anticipated.SPCA ‘brand’ is protected and promoted at all times.Actively contributes to Health & Safety Ensures that a safe and healthy working environment is maintained at all plies with Health and Safety legislation and regulations.Takes responsibility for your own health and safety and ensures no action or inaction on your own part harms others in the workplace.Contributes towards the development and implementation of policies and procedures that ensure compliance with the Health and Safety at Work Act (2015).Is aware of and can identify hazards and risks to which the organisation may be exposed and takes appropriate action accordingly. Has knowledge of and is able to apply emergency procedures.Volunteer Support and Supervision Ensures safety, support and wellbeing of Volunteers working in your team. Ensures Volunteers’ duties and tasks are carried out in a safe and appropriate manner.Ensures professionalism and respect in all interactions with SPCA Volunteers.Other DutiesMaintains professional working relationships with all SPCA staff and volunteersAssist with the overall upkeep and presentation of the Centre.Ensure shared spaces and common areas are well maintained. Duties and responsibilities described above should not be construed as a complete and exhaustive list as it is not the intention to limit the scope or the functions of the position. Duties and responsibilities can be amended from time to time by the Manager West Coast to meet any changing condition.INTERNAL FUNCTIONAL RELATIONSHIPS: Animal AttendantsFoster TeamAll other SPCA staff and ManagementVolunteers and FosterersEXTERNAL FUNCTIONAL RELATIONSHIPS:Veterinary ClinicsOther Animal Welfare AgenciesAll Territorial Authority Animal Control UnitsNew Zealand PoliceAfter Hours Monitoring ServiceMembers of the PublicSuppliers and ContractorsPERSON SPECIFICATION:Qualifications, Skills, Knowledge and Experience Previous customer service experience essential.Previous animal care experience desirableHigh level of verbal and written communication skills, at all levels.Proficient in the use of MS Word and Outlook.1 + years’ experience working within a retail or customer service rolePersonal AttributesAbility to work effectively without supervision and effectively prioritise daily tasksA commitment to high quality work and professionalism.Excellent interpersonal skills – communicate effectively with customers, volunteers and other employees.Demonstrated strengths in accuracy, precision and attention to detail.Ability to work effectively as part of a team as well as to work alone.Ability to manage confidential information with responsibility and integrity.Demonstrated flexibility and adaptability (will include flexibility of hours)Commitment to ongoing professional development.Be proactive and be able to manage stress.Customer focusedHave a high standard of honesty and integrity. ................
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