Affinity Services Limited



POSITION TITLE:Customer Service Team Leader – Front of House LOCATION:Mangere, AucklandREPORTS TO:Customer Services ManagerDIRECT REPORTS:Customer Service RepresentativesPURPOSE:Provides leadership and management to the Front of House Customer Services team, ensuring all visitor interactions are positive and professional and that ‘best practise’ customer service is provided in all circumstances. To ensure all members of the team encourage customers to engage with and support the organisation on an on-going basis. To support the Customer Services Manager to develop and maintain a high performing, effective, responsive and efficient Front of House Customer Services team. To take an active leadership role ensuring support is provided to team members, SPCA Policies and Procedures are followed and operational tasks are completed to a high standard.KEY ACCOUNTABILITIES:KEY RESPONSIBILITIES:Lead, develop and motivate the Front of House Customer Services team to be high performing, capable and competent, delivering high levels of customer satisfaction.Works with the Customer Services Manager to develop a high performing team, through effective recruitment, performance development, and leadership of all team members.Identifies training and development opportunities and supports staff to undertake these. Provides mentoring and support to Front of House Customer Services team members.Ensures exceptionally high standards of customer support are provided to all customers, and that visitors are greeted positively and their needs are actively being met.Works co-operatively with all staff and volunteers to ensure the visitor and animal experience is plaints are managed professionally and escalated when necessary. Complaints are responded to in a timely manner and appropriate solutions are found.Oversees the staff roster ensuring appropriate levels of staffing are maintained on the front desk at all times.Assists the Customer Services Manager in the development and implementation of initiatives to improve the level of customer service provided.Provides back-up support to the call centre and hospital as required.Increases the number of customers seeking to join the supporter base of the SPCA.Ensures the achievement of service, team and individual KPI’s.Ensures the front reception and retail area is professionally operated and the adoption process is professional and efficient.Ensures front reception is kept clean, tidy and welcoming at all times and that the retail displays are tidy, well stocked and well organised.Both self and team take a significant lead in the adoption process ensuring the animal is well cared for throughout the process.Aids sick and unwell animals as appropriate.Adopting families which are not suitable are identified and appropriate action taken.Ensures follow-up adoption support is provided as rmation concerning adopted animals is accurately captured and entered into the animal management database correctly.Effectively manages the sorting and removal of all donations received at front of house and the donations shack.Ensures SPCA cash handling and financial requirements are met and effective processes are in placeEnsures that Customer Care Representatives adhere to SPCA financial policies.Manages financial transactions and cash handling accurately and in-line with cash handling practices.Refund requests are managed professionally and in a timely manner.Supports Customer Care Representatives in resolving errors in cash balancing.Provides general support and training on the SPCA POS system.Resolves EFTPOS and DPS issues when required.Effectively manages stock and maximise retail sales opportunities Ensures that Stock-take is completed on a regular basis. Discrepancies investigated and resolved.Ensures orders are placed in a timely manner. Projected sales considered to ensure the amount of merchandise on hand is maintained at an appropriate levelEnsures goods received are accurately entered into the SPCA POS system. Items missing from deliveries are actively followed up.Ensures any relevant Employee and Volunteer Purchasing Policies are adhered to. Product margins maintained at an appropriate level.Identifies and implements strategies to improve financial returns from the retail storeThe point of contact for retail merchandise sales reps. Ensures staff product knowledge is kept up to date. Arranges training when necessary.Carries out general clerical and administration tasks as required.Supports other colleagues and teams through the completion of administrative work if pletes all administrative and reporting requirements in an accurate and timely manner.Actively contributes to the management of organisational riskActs professionally, non-judgmentally and in accordance with SPCA values. Strives to achieve the SPCA Mission.Contributes to the minimisation of risk by ensuring that services are delivered in accordance with the SPCA philosophy, policy and procedures. Supports process improvement groups across the village which aim to improve organisational performance. Actively participates in these groups and works collaboratively with all members of staff to achieve goals.Carries out project work as requested. Actively contributes to Health & Safety A safe and healthy working environment is maintained at all times.Establish and comply with Health and Safety legislation and regulations.Take responsibility for your own health and safety and ensure 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.Participates as a professional and constructive member of the Front of House Customer Services team Attends team meetings as required. Contributes towards the achievement of strategic and operational goals of the SPCA Volunteer Support and Supervision Ensures safety, support and wellbeing of volunteers working in your department Ensures duties and tasks being carried out by volunteers are being carried out in a safe and appropriate mannerProfessional in all interactions with SPCA volunteersCarries out other duties as required from time to time.Provides support and assistance to SPCA events and campaigns as requested.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 Employer to meet any changing condition.INTERNAL FUNCTIONAL RELATIONSHIPS:All SPCA Staff and ManagementVolunteers and studentsEXTERNAL FUNCTIONAL RELATIONSHIPS:Other Animal Welfare AgenciesRNZSPCA National Support Office StaffMembers of the PublicSuppliersPERSON SPECIFICATION:Qualifications and Experience No pending or current criminal convictions prior to, or during employmentManagement and leadership experience of a successful teamPrevious animal handling experience and/or qualificationsSkills and Knowledge A sound understanding and empathy with the goals and values of the SPCAProven customer service skillsConflict resolution skills Analytical thinking and problem solving skillsExcellent time management, organisational and planning ability.Excellent inter-personal skills - ability to build rapport with customers, staff and suppliersAccurate and fast data entry skillsSound computer skills including the use of e-mail, internet and Microsoft Office applications.Personal AttributesA commitment to high quality work and professionalismHighly organised with the ability to prioritise, multi task and meet expected deadlinesAbility to manage confidential information with responsibility and integrityCommitment to ongoing professional developmentAbility to manage stress and handle emotional situations while retaining empathy Able to make sound, informed decisions based on animal welfareExcellent written and oral communication skillsAbility to inspire, motivate and encourage team developmentEnvironmental RequirementsAbility to work in busy conditions and subject to tight timeframes.Able to work with interruptions and willingness to adapt to changing priorities of the job.Maintains a full, clean drivers licence ................
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