Assistant Manager - Client Services, Sheffiled

Contract: Permanent, full time 37.5 hours per week

Salary: £25,787 - £27,886 per annum

Location: Sheffield, S7 2PY

Closing date: Sunday 10 November 2024

Interview date: 19 & 20 November 2024

We re recruiting an Assistant Manager Client Services to oversee the smooth operational delivery for our client journeys across our rehoming services at our rehoming, advice and behaviour unit in Sheffield. 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.

More about the role

At Blue Cross, our ambition drives us, and our Sheffield rehoming, advice, and behaviour unit in South Yorkshire, just a short drive from the beautiful Peak District, plays a vital role in helping us achieve our goals and support more pets in need. Our proactive team is dedicated to assisting the local community in various ways, from helping people and pets in need through our food bank to providing rehoming services for a wide range of pets. Without cattery or kennel facilities, we must be innovative as a team to ensure we can address the most urgent cases.

This is an exciting opportunity to join Blue Cross as the Assistant Manager Client Services, where you'll lead a dynamic team committed to providing exceptional client care. You'll make informed decisions that prioritise pet welfare and deliver outstanding rehoming services.

In this role, you'll actively enhance our clients' experiences, ensuring every interaction is positive, efficient, and upholds our high standards. You ll play a key part in helping the centre meet its targets for pet-related income, adopter and admitter satisfaction, and supporter engagement.

You ll also take charge of client service reporting, collaborating closely with the centre s senior leadership team to understand pet throughflow and client journey satisfaction. This insight will empower you to identify, create, and implement continuous improvements. Additionally, you ll be involved in the admission and adoption processes, managing enquiries from the public wishing to relinquish pets, prioritising admissions, promoting pets in care, and facilitating successful adoptions.

As the Assistant Manager for Client Services, you ll ensure that outstanding customer service is at the heart of every interaction. You ll help create welcoming and engaging public areas, ensuring the administration of admission and adoption processes adheres to internal protocols and regulations, including GDPR.

This is a full-time position, working 37.5 hours per week on a rota that includes weekends and bank holidays.

About you

You have a deep understanding of the processes and stages involved in admitting and matching pets with their new owners. Your passion for exceptional client service, coupled with strong analytical skills, allows you to rigorously monitor, assess, and evaluate to drive meaningful improvements.

As a positive and innovative manager, you know how to inspire and motivate your team, fostering a culture of continuous improvement. You ll lead a team of Pet Welfare Assistants, empowering them through effective management and coaching to reach their full potential.

With excellent communication skills, you adapt your approach to resonate with different audiences. You thrive in a fast-paced environment, staying calm and organised while juggling multiple tasks and making sound decisions under pressure.

Having worked in emotionally charged settings, you understand the importance of resilience and possess excellent bounce-back ability. Your emotional intelligence and empathy enable you to support both your team and members of the public, creating a compassionate and effective workplace.

Knowledge, skills, and experience

• Experience of working in a rescue welfare environment.
• Significant experience of managing a team.
• Experience in delivering high level client service.
• Experience of working in a fast-paced environment.
• High standard of verbal and written communication.
• Proven decision-making ability.
• 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:

• Performance management and improvement experience.
• 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

Please visit our webiste, click the apply button and complete the online application process before the closing date Sunday 10 November 2024.

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.

About Blue Cross

Blue Cross is a national charity that has been helping sick, injured and homeless pets since 1897.

Every month we help thousands of pets and their people by providing veterinary care, expert behaviour advice and find homeless pets loving families. We also offer education for future generations plus pet bereavement support for those who have lost their beloved pet companion.

We love the ways that pets can make such an amazing difference to the people they live with and we offer lifelong support and advice to help that unique relationship thrive. With your support we can give back to more pets and their families who need our help.

Pets change lives. We change theirs.

Our commitment to diversity and inclusion

We believe that every pet should enjoy a healthy life in a happy home, and we always seek to recruit the best people who share our values and commitment so we can continue to help and support pet owners across the UK to achieve this.

At Blue Cross, we want you to feel that you belong, without the need to hide any part of who you are.

Diversity and inclusion at Blue Cross means creating a workplace where all people, regardless of gender, race, sexual orientation, religion, nation or country of origin, disability, age, and socioeconomic backgrounds are welcome, respected, supported, and have access to equal opportunities.

We are working hard to reflect the world we live in and the communities we serve at every level of our organisation. As much as we have made positive advances, we consider diversity and inclusion to be a work in progress a continual commitment that remains a priority for all of us.

If you would like to talk to us about any reasonable adjustments or changes to our recruitment process to support you to be your best, then please get in touch.

Our values

Our values define the way we do things. We use them every day to guide us, and to make sure we put people and pets at the heart of everything we do.

Compassionate: We listen, we are non-judgmental, we are kind and caring to the pets and people we encounter, and we offer support in difficult times

Courageous: We make brave decisions, embrace change, and encourage innovation, ensuring we always act with integrity doing the right thing even when no one is looking

Inclusive: We value all our relationships and work in an open and positive culture where we celebrate our diverse talents and empower you to be you