Visitor Experience Coordinator: Burford (Full Time)

Contract: Permanent, full time
Salary: £21,840 per annum
Location: Burford, OX18 4PF
Closing date: Monday 23 September 2024
Interview date: 2 & 3 October 2024
We're recruiting a Visitor Experience Coordinator to join our welcome area team based at our Burford site in the beautiful Cotswolds!

More about the role

The Visitor Experience Coordinator is pivotal in delivering an outstanding visitor experience for all internal and external visitors to our site. This role supports the delivery of the Blue Cross strategy by ensuring a fantastic visitor experience and providing excellent administrative services. As the first point of contact, making a great first impression is crucial.
This role will see you carrying out duties such as:

First Impressions: Provide a warm and friendly welcome to all visitors, addressing their immediate needs, and offering support, guidance, and direction.
Client Queries: Process all client queries via face-to-face interactions, emails, phone calls, and digital media with a supportive and non-judgmental approach. Ensure messages are relayed promptly to relevant departments.
Team Collaboration: Work as part of a team to foster a positive "One Blue Cross" culture, continually seeking ways to enhance the visitor experience.
Tours and Inductions: Organise and conduct pre-arranged tours, providing information on Blue Cross's history and current activities, tailored to visitor needs. Participate in team member inductions showcasing the directorate's work.
Coordination: Coordinate and direct contractors, volunteers, and interviewees, liaising with relevant departments across the Burford site.
Administrative Tasks: Offer administrative assistance for cross-directorate activities and assisting with registering new clients, updating information, and preparing paperwork for animal rehoming.
Visitor Feedback: Collaborate with the Assistant Manager - Client Services and Customer Care team to collect, analyse, and utilise visitor feedback for improving the client experience, including recording compliments and complaints.

This is a full-time role of 35 hours per week working Monday to Friday.If you excel in an environment where you can see the difference you make every day, then this is the role for you. Interested? Then apply and let's work together to see if this is the role for you.

About you

We are looking for a confident, energetic, and inquisitive individual with first-class communication skills and a proven track record of delivering outstanding visitor experiences. The ideal candidate will have a genuine desire to put people at ease and prioritise a great visitor experience while managing administrative tasks efficiently. You will take pride in maintaining a clean and welcoming public area. Demonstrating excellent interpersonal skills, you will be capable of reading people and situations accurately and thinking on your feet.
With experience in defusing emotional situations, you will meet people's needs in a personable yet process-oriented manner. Possessing a high degree of emotional intelligence and personal resilience, you will show empathy while remaining pragmatic. A genuine interest in helping people and pets, and promoting Blue Cross's inclusive, compassionate, and courageous values, is essential. Enjoying teamwork, you will embrace change and continuously seek ways to improve the visitor experience.
Your proven track record of introducing ideas to enhance customer-related operations and providing metrics to demonstrate performance will be valuable. As an organised administrator with an eye for detail, you will be highly competent in using IT applications. You will also enjoy working in a diverse environment with regular and reactive duties, interacting with different demographic groups and individual care requirements.
Knowledge, skills, and experience

Demonstrated ability to deliver exceptional customer service.
Demonstrated ability to efficiently manage administration tasks, such as answering customer queries, data entry, and greeting visitors.
Strong verbal and written communication skills, with the ability to engage effectively with a diverse audience.
Strong organisational abilities, including multitasking and managing time effectively.
IT literate with MS Office and web-based databases and platforms.
The ability to demonstrate, understand and apply our Blue Cross values.

It would be great (but not essential) if you also had:

Experience in leading and organising engaging tours.
Experience in working within a similar role or a pet welfare role.
Experience of cash handling.
Understanding of safeguarding issues.

How to apply
Complete the online application process before the closing date on Monday 23 September 2024.
We reserve the right to close this vacancy early should we receive an overwhelming response.

Blue Cross benefits

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.
In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.
Our generous benefits package includes:

Enhanced annual leave entitlement: 30 days plus bank holidays.
Pension scheme with enhanced employer contribution.
Health cash plan.
Life assurance.
Unlimited access to an employee assistance programme.
Programmes for physical and mental wellbeing support.
Free access to GP via MetLife.
Recognition scheme Annual volunteer days.
Claim for professional fees.


About Blue Cross

Blue Cross is a national charity that has been helping sick, injured and homeless pets since 1897.Every month we help thousands of pets and their people by providing veterinary care, expert behaviour advice and find homeless pets loving families. We also offer education for future generations plus pet bereavement support for those who have lost their beloved pet companion.We love the ways that pets can make such an amazing difference to the people they live with and we offer lifelong support and advice to help that unique relationship thrive. With your support we can give back to more pets and their families who need our help.Pets change lives. We change theirs.
Our commitment to diversity and inclusion
We believe that every pet should enjoy a healthy life in a happy home, and we always seek to recruit the best people who share our values and commitment so we can continue to help and support pet owners across the UK to achieve this.
At Blue Cross, we want you to feel that you belong, without the need to hide any part of who you are.
Diversity and inclusion at Blue Cross means creating a workplace where all people, regardless of gender, race, sexual orientation, religion, nation or country of origin, disability, age, and socioeconomic backgrounds are welcome, respected, supported, and have access to equal opportunities.
We are working hard to reflect the world we live in and the communities we serve at every level of our organisation. As much as we have made positive advances, we consider diversity and inclusion to be a work in progress – a continual commitment that remains a priority for all of us.
If you would like to talk to us about any reasonable adjustments or changes to our recruitment process to support you to be your best, then please get in touch either via email at ******, via telephone on 01993 825515 or if you would prefer a video call then we can arrange this using Microsoft Teams.
Our values
Our values define the way we do things. We use them every day to guide us, and to make sure we put people and pets at the heart of everything we do.
Compassionate: We listen, we are non-judgmental, we are kind and caring to the pets and people we encounter, and we offer support in difficult times
Courageous: We make brave decisions, embrace change, and encourage innovation, ensuring we always act with integrity – doing the right thing even when no one is looking
Inclusive: We value all our relationships and work in an open and positive culture where we celebrate our diverse talents and empower you to be you.



Application Deadline
September 23, 2024
Department
Rehoming & Fostering Services
Employment Type
Permanent
Location
Burford
Workplace type
Onsite
Compensation
£21,840 / year
Reporting To
Assistant Manager - Client Services

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