Position Description

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1 Customer Service Manager Position Description 2014 (This document is subject to review from time to time) SPCA Administration Assistant Page 1 of 6

2 POSITION DETAILS Title: Title: Customer Service Manager, Canterbury Branch SPCA Location: Wilmers Road, Hornby, Christchurch Reports to: Chief Executive Officer Responsible for: Customer Service staff, Administration Assistant and the Weekend Supervisor (4 direct reports) Functional Relationships: Liaises with Internal Chief Executive Officer SPCA Leadership team Other SPCA Canterbury staff Board members National Office Liaises with External The public Christchurch City Council Animal Control Veterinary community Auditors (internal & external) Legal Advisors Members and Donors Service Providers and Suppliers PURPOSE OF THE POSITION To ensure that the standard of customer service given to the community is of an excellent standard. This will protect our supporter base and enhance the brand and reputation of SPCA Canterbury as a centre of excellence in a humane community for Canterbury animals. This is a full-time position, 40 hours per week, Tuesday to Saturday inclusive. SPCA Customer Service Team Leader Page 2 of 6

3 Accountabilities: Expected Outcomes: 1. Customer Service 1.1 Provide leadership to the Customer Service team ensuring phone and front-ofhouse service is of a high standard. 1.2 Prepare monthly rosters to ensure sufficient staff are scheduled for peak periods 1.3 Provide customer service support and reception cover as required. Duties may include but are not limited to; maintaining integrity of the computer database, Point of Sale reconciliation, boarding bookings, animal adoptions, answering phones 1.4 Manage dispatch calls for the inspectorate and Animal Ambulance Driver. 1.5 Manage the animal welfare complaint recording process 1.6 Ensure effective communication links with the Animal Care Manager and Inspectorate Manager. 1.7 Resolve customer complaints effectively 1.8 Manage the relationship with the afterhours call centre - Answer Services. Call/service quality is monitored and used to measure performance Ensure the emergency phone is always answered within 3 rings A set of customer service standards is developed, maintained and measured. (Ensure all customer enquiries are responded to promptly, e.g. /phone messages etc.) Rosters are prepared two months in advance Coaching, personal development plans and performance management is provided for direct reports All necessary incoming/outgoing animal documentation is completed accurately. Regular customer service training is provided to direct reports Customer support is provided to the Animal Centre reception. Animal Welfare complaint documentation is accurate and clear. The IM and ACM are briefed of any issues impacting their areas in a timely manner Escalate any unresolved customer complaints to the appropriate manager/ceo SPCA Customer Service Team Leader Page 3 of 6

4 2. Retail 2.1 Undertake the purchasing and stock management of retail products for the branch. 2.2 Manage the boarding booking process 2.3 Manage the animal adoption process 2.4 Manage the cross-sale of pet accessory products and Hills food Adequate inventory of retail products is maintained. Product lines are monitored. Slow lines are discontinued. Liaise with the Finance & Administration Manager on regular reviews of profit margins Boarding bookings are accurate, payment of deposits are received in advance. Adoption records and marketing forms are completed accurately for each adoption. Cross-sale offers of pet accessories and Hills food products occur to maximise revenue. 3. Administration 3.1 Contribute to the effective delivery of the annual membership subscription renewal process. 3.2 Manage the purchasing of stores, and stationary items for the branch. 3.3 Maintain the SPCA listing on Pets on the Net website All necessary documentation is completed accurately. The annual membership process is delivered professionally and effectively. Adequate inventory of stores and stationary is maintained. 3.4 Maintenance of the animal care database records, files and documents. 3.5 Monthly centre animal welfare statistics are accurate and provided on time (as per Section 142 of the Animal Welfare Act 1999). SPCA Customer Service Team Leader Page 4 of 6

5 4. Staff Management 4.1 Provide leadership, mentoring and supervision to direct reports. Direct reports are encouraged and utilised to their greatest potential, and are guided to effectively meet the needs of internal and external clients. 4.2 Manage staff appropriately to ensure professional support is provided to the Animal Centre in a proficient and timely manner and tasks are completed effectively to the satisfaction of the stakeholders. 4.3 Conduct annual Professional Development and Review meetings and associated follow-ups, and provide on-going feedback and coaching to direct reports 4.4 Ensure position descriptions for direct reports are kept up-to-date and accurately reflects the role. 4.5 Ensure appropriate learning and development processes are in place to enable direct reports to operate efficiently and effectively and to develop within their role. 4.6 Manage leave for direct reports. 5. Health and Safety 5.1 To manage the Health & Safety compliance for the branch as the designated Health & Safety Officer. 5.2 Comply with Occupational Health and Safety Legislation and Regulations. 5.3 Observe all Animal Centre safe work policies, procedures and instructions. A safe and healthy working environment is maintained at all times. That Health & Safety inductions are carried out for all new staff, regular fire drills occur. Health & Safety policy is reviewed annually along with the identification and mitigation of health and safety risks and hazards. 5.4 Take responsibility for your own health and safety and ensure no action or inaction on your own part harms others in the workplace. 6. Other Duties 6.1 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 to meet any changing condition. SPCA Customer Service Team Leader Page 5 of 6

6 Person Specification Qualifications and Experience Experience in a customer service retail or call centre role essential At least 2 years experience managing direct reports Track record of success in a sales role desirable Skills and Knowledge High level of verbal and written communication skills Ability to remain calm under pressure Ability to manage conflicting demands Ability to defuse conflict over the phone and in person Proficient with sales process and the techniques of selling Animal Care knowledge Proficient in the use of MS Word, Excel, PowerPoint and Outlook. Personal Attributes Ability to work effectively without supervision. A commitment to high quality work and professionalism. Excellent interpersonal skills. 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 at times). Commitment to ongoing professional development. Possesses an animal welfare sensibility. Environmental Requirements Ability to work in busy conditions and subject to tight timeframes using a personal computer. Able to work with interruptions and willingness to adapt to changing priorities of the job. SPCA Customer Service Team Leader Page 6 of 6

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