Client Services Assistant Manager

Contract:  Permanent, full time 37.5 hours per week 

Salary:  £25,787 - £27,000 per annum

Location: Radcliffe, Greater Manchester M26 1NQ

Closing date:  Friday 24 November 2023

Interview date:  Monday 4 December 2023

 

We’re recruiting a Client Services Assistant Manager to oversee the smooth operational delivery for our client journeys across our rehoming services at our Rehoming, advice & behaviour unit in Radcliffe, Greater Manchester. You will help us ensure the right pet is placed in the right service, in the quickest amount of time and our clients, pets and people, receive excellent care throughout the admission and adoption stages of the rehoming process.

 

We’ve just launched a new and exciting national Rehoming & Fostering team structure to support our aim of ensuring every pet enjoys a healthy life in a happy home. You’ll be joining a team who strive to be the best versions of themselves, so that they can do the best for the pets who need our help.

More about the role

Based in our high street location since 2018, we are perfectly placed to support our local community and surrounding areas. Our foster-based care and Home Direct scheme ensures animals find loving homes without the stress of kennels. This means that we do not usually have pets staying onsite overnight and our roles may not include daily pet care, but no two days are ever the same. 

 

At Blue Cross we are ambitious, and the work carried out by our Centres is key in achieving our strategy and ensuring that ultimately, we help more pets. 

 

This is a wonderful opportunity to join Blue Cross to lead a team in ensuring a high level of client care, efficient and connected decisions relating to pet welfare, and the delivery of high-quality rehoming services. 

 

Your role will be to develop our clients’ experience, ensuring each and every interaction is positive, optimised, and complies with high quality and assured ways of working so the Centre meets its targets for pet related income, adopter and admitter satisfaction, and our supporter conversation rates.  

 

You will take the lead on reporting related to client services, so that you and the Centre senior leadership team can understand the throughflow of pets and client journey satisfaction, to identify, create and implement continuous improvements. 

 

For many, the Centre will be the ‘public face’ of Blue Cross so you will need to ensure that your team put customer service is at the heart of every interaction, this includes making sure that the public areas and facilities are welcoming and engaging and that administration of the admission and adoption process complies with internal processes and compliance legislation such as GDPR.  

 

This is a full-time role working 37.5 hours per week on a rota which includes weekends and bank holidays. 

Please note, internally this role is known as Assistant Manager: Client Services. 

About you

You will understand the processes and stages of admitting and matching a pet with a new owner, a passion for exceptional client services with strong analytical skills and the ability to rigorously monitor, assess and evaluate in order to deliver improvements. 

 

As an accomplished, positive, and innovative manager, you will know how to inspire, motivate, and drive continuous improvement. You will be able to lead a team of Pet Care Specialists, developing and empowering them through effective management and coaching.

 

With your excellent communication skills, you will have the ability to adapt your approach to suit different audiences. As there are always many ‘plates spinning,’ you will be naturally calm and organised, and be prepared to make decisions in a high-pressure environment.

 

You will know what it is like to work in an emotionally charged environment and have excellent ‘bounce back ability’ and resilience. In addition, you will be emotionally intelligent, showing empathy and knowing how to support your team and members of the public. 

 

Knowledge, skills, and experience

• Experience of working in a rescue welfare environment.
• Significant experience of managing a team.
• Significant experience in delivering high level client service in a fast-paced environment.
• Experience of developing, mentoring, and coaching operational teams.
• High standard of verbal and written communication.
• Proven decision-making ability.
• Understanding of and ‘hands on’ experience of pet care. 
• Current full driving licence.
• The ability to demonstrate, understand and apply our Blue Cross Values

It would be great (but not essential) if you also had: 

• Client relationship management experience.
• Performance management and improvement experience. 
• Change management experience.
• Delivering training and presenting to large groups.
• Experience working with volunteers.
• Qualifications in management, leadership, or coaching
• Understanding of safeguarding issues.

Want to know more detail? Great! We have attached the job description which hopefully gives you everything you need. 

 

How to apply 

 

Click the apply button below and complete the online application process before the closing date on Friday 24 November 2023. 

 

We reserve the right to close this vacancy early should we receive an overwhelming response.  

Blue Cross benefits  

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.  

 

In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.  

 

Our generous benefits package includes:  

• Enhanced annual leave entitlement: 30 days plus bank holidays  
• Pension scheme with enhanced employer contribution  
• Health cash plan 
• Life assurance  
• Unlimited access to an employee assistance programme 
• Programmes for physical and mental wellbeing support 
• Free access to GP via MetLife 
• Recognition scheme Annual volunteer days
• Claim for professional fees 

To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.