Area Manager

**GENERAL DESCRIPTION**
- This role is primarily responsible for being the face of the brand image supporting the operations team to continually deliver pet aftercare services underpinning the company’s purpose.

**RESPONSIBILITIES**

**Customer Service**
- Carry out the collection of pets from vet clinics in accordance with the daily, weekly schedules as directed
- Carry out home collection of pets as required
- Returning ashes home to clients
- Assist the Client Care Team with urgent vet or home collects, ensuring you liaise with the manager and communicate the change in schedule
- Develop and maintain a high level of customer service delivery with Veterinary Owners and Practice Managers to develop and promote the business as required
- Investigate and manage client complaints and expectations whilst working towards satisfactory resolutions for both the client and the company as required
- Communicate and follow-up with clients and vets as required
- Demonstrate effective and clear communication with compassion and in a professional manner
- Take instructions where required from clients, regarding the vessel required for their pet’s ashes and engraving requirements ensuring the client care team are informed in a timely manner as per company procedure
- Delivery of brochures, body bags and sharps containers to veterinary practices as required
- Checking the levels of sharps for collection and liaison with the Field Team Manager to ensure our external contractor is collecting as required
- Ensure all vet clinic freezers are always kept immaculate

**Collaboration & Teamwork**
- Communicate with Client Care Team and Relationship Team in relation to vet or client information
- Attend team and company meetings as required
- Assist other Area Managers with unloading and loading of pets as required
- Liaise with the Client Care and Prep Teams as required
- Other duties as required aligned to the role’s operational requirements

**Administration**
- Ensure all pets are correctly tagged and with accurate weights and all information identified
- Handling of payments from client including cash, cheque and credit card transactions
- Ensure all paperwork is completed in an accurate and timely manner

**Systems & Standards**
- Ensure high standards of cleanliness and order are always kept in the warehouse and freezer facilities
- Adhere to the Company’s policies and procedures for all relevant tasks undertaken
- Ensure vehicles are maintained and detailed in accordance with company standards and procedures at all times
- Always contact vet clinic staff when unsure of the status of pets
- Liaise with the General Manager to ensure all vehicle maintenance and servicing requirements are carried out in accordance with the company and manufacturer’s requirements
- Ensure vehicles are stocked with the required equipment and consumables to always carry out collection and deliveries to the company standards and procedures
- Take personal responsibility for upholding standards relating to presentation, property, hygiene, including prompt reporting of loss, damage, or maintenance needs
- Taking responsibility of reporting hazards and risks that may cause harm or injury, and adhering to WH&S policies and procedures

**Personal**
- Ensure our work practices are managed to perform demanding tasks over sustained periods, whilst maintaining quality service to our customers
- Look at ways to professionally develop in the role

**CORE VALUES - “CARES”**

**Collaboration -**We respect one another and achieve more by working together

**Accountability -**We always act with integrity, through honesty, fairness and accountability.

**Responsiveness**-We put our clients and communities first, by listening, anticipating, supporting and actioning to exceed their expectations.

**Excellence -**We continuously improve the way we do business, through innovation, creativity, and flexibility

**Safety -**We keep everyone safe, everywhere, and everyday

**KEY RELATIONSHIPS**
- Internal
- Client Care Team, Cremation Team, Prep Team, Relationship Managers, Client Field Team

**External**

Vet Clinics, Clients, Service Providers

**OTHER REQUIREMENTS**
- Able to lift to 25 kg unassisted
- Q Fever vaccinated