Customer Service and Centre Support - AWS
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Customer Service and Centre Support
Role Details
Location Nelson
Team Team Leader
Animal Care
Customer Service
Admin
Reports to Centre Manager
Direct Reports None
Who we are
SPCA is one of the best loved and most respected charities in New Zealand, with a
proud history of helping animals in need and advocating for animal welfare since 1872.
To find out more about us, go here https://www.spca.nz/what-we-do
Job Purpose
To act as a key member of the Nelson team, providing excellent customer service to
customers of SPCA in person, over the phone and via email.
To support the Nelson Centre Manager as required, ensuring the efficient and effective
operation of the reception area by performing a variety of duties to a high standard.
To help 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.
To provide for the physical health and behavioural needs of all animals housed in the
Centre as rostered to ensure that they are provided with the five freedoms outlined in
the Animal Welfare Act 1999.
Accountabilities and
Responsibilities
Key Accountabilities: Key Responsibilities:
1. Customer Service > Providing excellent customer service and ensuring
that this is a top priority.
> Duties include but are not limited to:
> Guide customers through the entire adoption process
as required. Assess and match them with a
companion best suited to their needs and lifestyle.
Advise them on the animal’s individual requirements
and ensure all relevant steps have been taken to
complete the adoption.
> Assist in reception areas with customers as required,
keeping in mind that every member of the public is a
potential donor or adopter.
> Ensures that all members of the public are treated in a
non-judgmental manner, with respect and empathy.
> Responding to telephone calls, messages and emails
in a timely manner with accurate and helpful
information.
> Promotion and sale of retail items and merchandising
> Maintains the integrity of, and keeps up to date, the
Shelterbuddy database
> Help prepare paperwork for all species of animals
available for adoption
> 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) correcting any observed irregularities as
soon as possible.
> Manage the amount of available animals showing on
the website.
> Each animal has comprehensive adoption notes so allstaff 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.
> Other administrative or office tasks as required or
requested by the Nelson Centre Manager.
2. Centre Support > Works 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.
> 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 and SPCA policies, and to meet
organisation needs and legal requirements
3. Animal Care (when required) > Ensure the physical health and behavioural needs of
all animals under SPCA care are maintained to the
highest standard possible.
> Conduct socialisation and handling of animals
according to the policies outlined in the Centre
Manual.
> Work is completed according to the protocols detailed
in the Centre Manual and Animal Care and Cleaning
Processes.
> Ensure that adoption units are tidy and clean before
10:00am and that all units and yards are kept clean
and tidy throughout the day.
> Ensure correct cleaning procedures to reduce the risk
of disease transmission.
> Ensure accurate documentation of daily monitoring of
health and welfare for each animal in the rostered
area of work.
> Ensure the administration as required of any
veterinary treatments including antibiotics, flea and
worm treatments etc.
> Ensure units are prepared for vet rounds with all
information and documentation clear and accurate
and follow Vet Round and Veterinary Instruction,
including Veterinary Medicine legislation> Aiding in the care of pre and post-surgery animals
> Ensure that steps are followed to isolate disease and
limit spread
> Ensuring adequate and appropriate exercise and
enrichment is provided
> Liaise with the foster team with regards to animals
requiring foster
> Maintain the allocated units by;
> Ensuring the unit integrity is upheld and any
maintenance issues are elevated to the Nelson Centre
Manager
> Ensuring units are kept well stocked and
consumables/resources are maintained and fully
stocked with the necessary supplies daily.
> Ensuring units are maintained in a clean and tidy
condition at all times
> Participate in and ensure the thorough assessment of
incoming animals for your rostered units at time of
admission. This includes but is not limited to:
> Ultraviolet lamping
> Flea and Worm treatments
> Nose – Tail examination
> Microchip scanning
> Maintaining effective working relationships with all
Centre staff;
> As a key member of the Animal Care Team, assist to
ensure that every staff member is supported by the
work you carry out and that your contribution to the
overall staff attitude is a positive one.
> Maintain effective working relationships with all Centre
staff
> 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.
4. Personal and Continuing > Education opportunities are sought proactively for self.
Education Development requirements are signalled in advance
to the Nelson Centre Manager.> Competence and skill level is maintained to perform
role(s) to highest ability.
> Meets objectives set at bi-annual catch ups.
5. Education / Promotion of SPCA > Members of the public / animal owners & carers are
brand 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.
6. Actively contributes to Health & > Ensures that a safe and healthy working environment
Safety is maintained at all times.
> Complies 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.
7. Other Duties > Maintains professional working relationships with all
SPCA staff and volunteers
> Assist 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 Nelson Centre
Manager to meet any changing conditions.Person Specification Internal/External Relationships: > All SPCA Employees and Management > Volunteers and students > Other Animal Welfare Agencies, including Veterinary Clinics > Members of the Public Person Specification: Knowledge and Experience > Previous customer service experience essential. > Previous animal care experience desirable > High level of verbal and written communication skills, at all levels. > 1 + years’ experience working within a retail or customer service role Skills & Abilities > Effective oral and written communication skills > Strong organizational and planning abilities > Ability to work both independently and as part of a team > Ability to work effectively without supervision and effectively prioritise daily tasks > Ability to manage confidential information with responsibility and integrity. > Be proactive and be able to manage stress. Equipment used and/or technology skills. > Sound computer skills including the use of e-mail, internet and Microsoft Office applications. Personal attributes > Resilient and flexible > Personal and professional integrity > Exceptional interpersonal, relationship building skills > A sound understanding and empathy with the goals and values of SPCA
Let’s give them
a better life.
Find out more at:
spca.nz
/RoyalNZSPCA
/spcanz/
/company/rnzspca
SPCA New Zealand
Level 1
3047 Great North
Road New Lynn
Auckland
Royal New Zealand
SPCA is registered
under the
Charities Act 2005 reg. CC22705.You can also read
