Behaviour Support Line Officer - London, United Kingdom - Dogs Trust

Dogs Trust

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Salary

£28,980 per year + benefits

Location

HQ, London

Job Type

Permanent

Hours per Week

35

Closing Date

Friday 19 April 2024

Do you want to make a genuine difference to the lives of dogs across the country? Do you have an excellent understanding of the principles of canine behaviour and training, including the ability to determine the cause of the behaviour problems?

The Behaviour Support Line Officer's principal role is to provide remote telephone behaviour and training first aid advice to pet dog owners contacting Dogs Trust, seeking guidance and support.

Where relevant, the support line officer will use their expertise to triage the call towards the appropriate support available within Dogs Trust, or externally.

The callers are identified as owners of non-Dogs Trust dogs directly calling the support line, enquiring about Dog School training services, or by contacting the Dogs Trust Customer Support Centre.

What does this role involve?

As Behaviour Support Line Officer, you'll:

Provide telephone-based advice to pet dog owners, relating to varying levels of training and behavioural problems they may have encountered with their dog and where relevant, triaging the call to additional training and/or behaviour support offered within Dogs Trust, or externally.
Provide accurate, complete and clear records on information gathered, the advice provided, any referrals made to other DT teams and other details surrounding the calls.
Assist the Behaviour Support Line Manager in dealing with requests from other departments to provide evidence based best practise in canine behaviour.
Identifying resources and tools required to help and support dog owners and feedback to the Behaviour Support Line Senior Officer and Manager.
Identify and highlight case studies for the future development of the service.

About you:

About Dogs Trust:

We love dogs. That's why we do whatever we can to make sure every four-legged friend gets the love they deserve.

We'll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future.

It's what we've been doing since 1891 and how we've grown to become the UK's leading dog charity, helping 12,000 loyal friends find their forever homes every year.

About the team:

The Behaviour Support Line is part of the Customer Experience department that supports the operation of inbound and outbound calls and digital interactions for our network of customer contact functions including the Customer Support Centre, Training and Behaviour Bookings Team, and the Feedback and Complaints Team.

While providing the highest level of customer service to our customers, this role requires resilience and good communication skills. A positive and organised approach is essential for this challenging but rewarding position.

What you need to know:

The hours in this remote working role are 35 per week.

You will be expected to work five days per week on a flexible 6 week rolling rota basis across six days, and seven hours per day (excluding a lunch break).

The support line operates Monday to Saturday, and the helpline officer will work hours allocated on a rota between 09:00 and 17:00.

Due to the nature of our operation, you will be required to work up to two weekends per month. Some Bank Holiday work is also required.