Head of Welfare Services

The Head of Welfare Services is responsible for ensuring the effective delivery of welfare services including to adopters, foster carers and the general public. Managing the public-facing reception team and the Adoption and Foster Coordinator. The post holder will lead the service user function and will be responsible for identifying and implementing service improvement initiatives that enhance user experience and ensure a welcoming environment at the Centre.,

• Team Management:
+ Provide leadership and management to the reception team and Adoption and Foster Coordinator, ensuring high levels of customer service to our service users. + Support team members in their roles, ensuring they have the necessary training, resources, and support to meet the Centre's customer service standards. + Set performance objectives for the team, conduct regular reviews, and provide feedback and development opportunities.
• Customer Service Delivery:
+ Develop and maintain customer service protocols, ensuring all public-facing interactions are professional, courteous, and in line with the Centre's values. + Act as the escalation point for complex customer queries or complaints, ensuring issues are resolved in a timely and satisfactory manner. + Monitor feedback from service users and stakeholders, using this information to drive continuous improvement in service delivery.
• Service Development:
+ Identify areas for improvement in the Centre's public-facing services and work collaboratively to implement solutions that enhance the service users journey. + Analyse user feedback, trends, and data to inform service development strategies and improve efficiency in the adoption and foster processes. + Collaborate with other departments to ensure the alignment of services with the Centre's goals, particularly regarding adoption and fostering procedures. + Evaluate the effectiveness of the current animal shelter manager system, ensuring staff have the training required to maximise the system to its fullest potential. + Develop and implement adoption and fostering policies and procedures in accordance with animal welfare standards and organisational objectives. + Alongside the HAO's, Develop and implement an induction programme, training and development for foster carers. + Recruit and retain new foster carers through community initiatives working with the Marketing team to create targeted communications and campaigns.
• Adoption and Foster Coordination:
+ Oversee the work of the Adoption and Foster Coordinator to ensure a smooth, supportive, and efficient process for potential adopters and foster carers, promoting animal welfare and responsible pet ownership. + Ensure veterinary treatment is sought in a timely manner and all animals in foster care receive suitable preventative health care including vaccinations and attend monthly health check visits at the centre. + Create an approach to adoptions and fostering that embraces community members, encourages them to adopt, and helps them and their pets succeed. + When required,assist in reviewing adoption and foster applications, including conducting animal meets and home visits where necessary, to ensure the suitability of adopters and foster carers for the animals in our care. + Support the development and delivery of adoption and foster training programmes, providing information and guidance to adopters and foster carers on animal care and welfare. + Assist with the coordination of post-adoption and foster support, including follow-up calls, visits, and feedback collection to ensure the welfare of animals in their new homes. + Oversee the planning and execution of adoption and fostering events, ensuring they are well-organised and provide a positive experience for both the animals and potential adopters. + Work closely with the animal care team to understand the specific needs of individual animals, helping to create personalised care and rehoming plans. + Ensure accurate records of all animals in the adoption and fostering program, including medical histories, behaviour assessments, and placement outcomes, ensuring animal records are kept up to date.
• Reception, Administration and Public-Facing Services:
+ Manage the day-to-day operations of the reception area, ensuring that all visitors, whether in person or by phone, are greeted warmly and provided with accurate information. + Ensure the reception area is well-maintained, with appropriate resources and information available for service users, volunteers, and potential adopters. + Ensure all administrative tasks are completed in a timely manner and are recorded accurately. + Regularly review and improve reception workflows to enhance efficiency and user experience, linking public interactions directly to the Centre's animal welfare objectives.
• Collaboration and Reporting:
+ Liaise with internal teams, including animal care, veterinary, and volunteer departments, to ensure that customer service aligns with overall Centre operations and animal welfare priorities. + Produce regular reports on customer service performance, feedback trends, and key performance indicators for review by senior management. + Build and maintain relationships with external stakeholders, community partners, and other animal welfare organisations to promote the Centre's services and support collaborative efforts in animal welfare.