Adoptions Customer Service Team Leader

Summary about this job

Detail information about job Adoptions Customer Service Team Leader. Terms and conditions vacancy

• Leading animal welfare organisation based in North Melbourne
• Rewarding work with animals in need
• 6 month Full-time fixed term contract

Customer Service Adoptions Team Leader
 
The Lost Dogs' Home is one of the country's largest animal welfare organisations, caring for more than 25,000 cats and dogs each year. We pride ourselves on employing qualified individuals who demonstrate a strong personal connection to animals, the community and the cause.
 
The purpose of the adoptions team is to provide an empathetic and supportive adoption experience for the community and the animals in our care. We collectively promote a respectful and passionate team culture to maintain an inclusive and inspired workplace.
 
The role:
 
We are currently looking for an experienced Customer Service Team Leader to join our Adoptions team on a six month fixed term full-time contract. The Customer service Team Leader is primarily responsible for leading, coaching and developing our Adoption Attendants to ensure that they provide the highest level of customer service to potential adopters and conduct a thorough and informative adoptions process. The incumbent will be responsible for assisting the team where possible to carry out daily duties and for managing employee administration such as leave requests, rosters and employee grievances. The successful candidate will have sound animal welfare ethics, will demonstrate empathy and a non-judgemental nature, and will have strong leadership capabilities. Flexibility to work on a rotating roster with flexible hours including weekends is essential.
 
Key responsibilities include:
 

• Mentoring and supporting the team
• Delegating daily tasks to the team
• Creating rosters within a set budget
• Planning adequate department coverage and processing leave requests
• Managing time and attendance and processing employee timesheets
• Addressing and escalating staff grievances to the shelter manager as required
• Developing the team by recognising areas of further training
• Handling cats, dogs and other domestic animals
• General husbandry of cats and dogs including cleaning and feeding
• Observing and reporting any health concerns
• Exercise and enrichment of animals
• Conducting adoptions from start to finish
• Administering basic medications to animals
• Assisting potential adopters with meet and greet adoption animals
• Educating members of general public about responsible pet ownership and how to maintain optimum health and wellbeing of their pets
• Conducting interviews with potential adopters
• Resolving disputes and handling customer complaints and escalations
• Ensuring council registration requirements are met for all adopted animals
• Oversee relevant microchip processes to ensure integrity
• Reception duties as required
• Training new team members and upskill existing staff and volunteers

The successful applicant will have:

• Ability to lead as well as work in a team
• Proven experience successfully leading a team of 5+ members is essential
• Relevant qualification in an animal related field / customer service field
• Excellent verbal and written communication skills
• Ability to lift 15kg or more
• Knowledge of applicable legislation/regulations – desirable
• Operating within a highly structured environment with a focus on policies and procedures
• Communicating effectively to a wide cross section of people
• Working with planning, organizing and implementing programs
• Working in a high stress and emotionally charged environment
• Strong customer service orientation
• Excellent problem-solving skills
• Ability to prioritise tasks and demonstrate effective time management skills
• Ability to work a rotating roster with flexible hours including weekends is essential

 
What you will get in return:

• Fantastic career development and opportunities
• Discounts in our vet clinic
• Access to our Employee Assistance Program
• Access to the Foster Care Program
• A unique and friendly working environment (surrounded by animals!)
• Rewarding work with animals in need

 
If you believe you have the maturity, leadership capabilities and passion to be successful in this role, please apply in confidence via our website https://dogshome.com/careers/current-vacancies/ or click APPLY, ensuring you provide a cover letter and updated resume in Word or PDF format. If you have any questions, please contact [email protected] for more information
 
 Applications for this role will close on Sunday 15 July, 5pm (AEST).
 
The Lost Dogs’ Home is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Only candidates with the right to work in Australia may apply for this position.