National Animal Welfare Trust
Title: Receptionist – Part time
Hours: 21 hours per week (3 days aweek) – on a rota basis
Term: Permanent (3 month probationary period)
Reports to: Head Receptionist
Purpose of the post:
The Reception staff are responsible for providing an efficient and friendly customer care
service to visitors and callers.
Duties and Responsibilities:
1.1. To be responsible for welcoming customers to the Centre, informing them of our
procedures and being helpful at all times
1.2. To ensure that the telephones are answered promptly and politely, taking details
and messages from incoming calls and passing on these messages to the
1.3. To be responsible for ensuring that information given to customers is accurate
1.4. To be responsible for liasing with the office, supervisors and the Animal Care
Workers to ensure the smooth and efficient running of the Centre
1.5. To be responsible for explaining our adoption procedures.
1.6. To ensure that all homing follow-on phone calls and adoption paperwork, is
completed in a neat and thorough manner, including contracts, pet insurance
slips, Pet ID forms and all other homing information.
1.7. To be responsible for updating the computer with animals and adopters details.
1.8. To ensure that accurate, legible written records for animals coming into and
leaving the site are updated when necessary.
1.9. To be responsible for liasing with the Pet ID chip company, sending details of
chipped animals and updating records of homed and returned animals. On
occasion liasing and dealing with representatives from animal related companies
and other industries.
1.10. To ensure that customers within the Shop are served efficiently at all
times, accepting payment of cash, cheques or cards. Ensuring that stock
rotation is carried out.
1.11. To be responsible for end of day cashing up on the days takings and
ensuring that all monies are placed in the safe. Keeping accurate notes of
monies taken and from whom on the daily till role.
1.12. To ensure that all areas of reception and the shop are kept clean and tidy
at all times and that the area is Health & Safety compliant with no risk to visitors
(in accordance with instruction and guidance from the Manager).
1.13. To liasing with the Manager – or in their absence the Senior Supervisor or
Supervisor - regarding daily business, informing her of any problems or queries.
Interacting with the centre staff in a professional and friendly manner.
2. Other Duties
2.1. To attend any Team and other internal meetings as requested
2.2. To attend relevant training and personal development opportunities in order to
fulfil the requirements of the post
2.3. To adhere to all NAWT policies and procedures and assist the organisation in
developing, implementing and monitoring them, including Equal Opportunities
and Health & Safety policies
2.4. To carry out any other duties relevant to the post as directed by the Head
Receptionist or Board of Trustees
Experience / Skills Desirable Essential
Experience of dealing with the general public and their Yes
Experience of general administration tasks Yes
Excellent communication and customer care skills Yes
Demonstrable organisational and IT skills to include Yes
Microsoft Words, Outlook and Excel
The ability to be flexible and work as part of a team Yes
Experience of working with animals is desirable, but not Yes
essential, although an empathy with the aims of NAWT is
Experience within a retail environment would be an Yes
The successful candidate will be hard working and reliable, possessing a love of
animals and an empathy with people. S/he will be good humoured and enjoy working in
a close knit team. The reception is very busy and the receptionist must be able to
maintain a polite and patient approach to telephone and personal callers at all times.
The Receptionist will be representative of the National Animal Welfare Trust and
therefore the image presented is important. A uniform is provided and must be worn
during working hours.