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Reception Lead

3 months ago

Gloucestershire, United Kingdom The Cotswolds Dogs & Cats Home Full time

RSPCA Cotswolds, Gloucester & District Branch

**Cotswolds Dogs & Cats Home**

A charity registered in England & Wales. Charity no. 207006

**Role profile**:Reception Lead.

**Hours**:37.5 hours per week. **Salary**:£23,625

**Annual leave allowance**:28 days including bank holidays (pro rata)

**Reporting to**: Operations Manager

**Lateral Relationships**: Animal Care Supervisors, Animal Operations Lead, Rehoming Lead

**Location**:The Cotswolds Dogs & Cats Home, Cambridge, Gloucestershire.

**Introduction**

The Cotswolds Dogs & Cats Home opened in September 2016 and since then, we have supported more than 6000 animals through our Rehoming and Welfare Services. As a leading animal rescue charity in Gloucestershire, we care for hundreds of abandoned, abused and neglected animals each year and find them loving and safe new families. We also provide low cost veterinary schemes to families and their pets to ensure that no animal goes without veterinary treatment due to financial restrictions.

We are a small and friendly team who thrive on a passion for Animal Welfare and exceptional customer service. We know that our charity is defined by our people and are dedicated to investing in our employee’s long-term career development and success, equipping our team with all the tools to develop professionally.

**Summary**

Reporting to the Operations Manager, the Reception Lead will work collaboratively with their colleagues to seamlessly manage the delivery of our reception and welfare activities. The postholder holder will oversee the continuous development of our Welfare services alongside managing a fast-paced office environment with a varied work load.

**Key objectives and responsibilities**
- To have a thorough knowledge of our charity and to be able to provide customers with that information.
- Lead on the delivery of our Welfare services, coordinating and developing our processes to optimise the number of animals we support through our work.
- Lead and line manage the Reception team, setting objectives, carrying out 121’s, appraisals and training.
- Continuously develop our customer journey, developing processes that support a high standard of service to our visitors and customers.
- Manage and develop the sale of goods at the centre, striving to increase sales and profitability and ensuring effective rotation of high-quality stock.
- Comply with the branches financial and administration procedures, ensuring safe and secure handling of cash.
- Maintain an effective rota system for the reception and welfare team.
- Ensure that all animal and customer records are accurate, current and adhere to GDPR guidelines and RSPCA licensing conditions.
- Assist with recruitment and associated administration.
- Ensure the successful onboarding of volunteers within the Reception and Welfare team.
- To oversee administration related to health and safety compliance.
- To provide on-site Duty Manager cover on a rota basis, see details below.

**Duty Manager**
- Provide Duty Manager cover on a rota basis including some weekends.
- Be an onsite First Aider and Fire Marshall at work and ensure first aid kits are stocked and compliant. (Training provided).
- Be a registered key holder for the CDCH premises and respond to alerts from the alarm monitor company.
- Oversee daily operations, providing support across the entire team.
- Trouble shoot any issues including contacting relevant contractors for unforeseen maintenance issues in a timely manner.
- Seek staff cover for unforeseen absence and sickness and make common sense decisions around any required changes to operations.
- Ensure that policies and processes are adhered to at all times.

**Skills/Experience**

**Essential**
- Experience of successfully motivating, leading and developing teams.
- Experience of working in a challenging, customer-facing operation.
- Experience of positively embracing and implementing change by identifying, leading and managing change in line with charitable objectives.
- Ability to work constructively and collaboratively with colleagues.
- Demonstrate excellent conversational skills.
- Ability to handle emotive situations with tact, diplomacy and empathy.
- Experience of cash handling / banking
- Demonstrate a confident, empathetic and compassionate approach to the animals in our care.
- Proven experience of competent IT use and databases including MS Office.
- Committed to and able to promote the vision, mission and values of The Cotswolds Dogs & Cats Home.
- Full driver’s license

**Desirable**
- Educated to degree level or equivalent (previous life/work experience will be considered)
- Experience of working in an Animal Welfare environment.
- Previous experience of implementing and delivering new initiatives.
- Previous experience in a Duty Manager or Senior role.

**Your Commitment to CDCH**

Boundaries and behaviours:Observe professional integrity in relationships with staff, clients and other partner agencies.

Health & Safety: B