Animal Adoption Team Lead

Animal Adoption Team Lead (Part Time)

·      Proven experience working with people and animals in a welfare environment

• A desire to provide outstanding customer service and a passion for animal welfare
• Strong teamwork skills and the ability to collaborate in a supportive and respectful way

If you have experience in customer experience and animal adoptions, then we'd love to hear from you

We're looking to grow our front of house team with a Part Time Animal Adoption Team Lead. The role offers the opportunity to combine experience in working directly with animals with proven skills in customer service (face to face and via email/phone), team management, reporting, administration,andconflict resolution.

The successful candidate will:

• Be the 'face' of AAPS as the first point of contact with members of the public.
• Lead, motivate and provide hands-on, operational support to the Customer Service Team

*Excellent problem-solving skills and the ability to work through complex or confrontational situations i.e. handle escalated customer enquiries

• Oversee animal movements in/out of the shelter
• Support busy areas (admissions, adoptions, calls, emails and surrenders)
• Respond to feedback and monitor customer satisfaction trends
• Provide mentorship and conduct 1:1 check-ins and support team development

About you:

You will have hands-on experience in an animal welfare environment, combined with customer service and leadership skills. You will maintain a customer service mindset and look for ways to continuously improve the standards of service you and the team deliver. You'll have great stakeholder skills for working with both the public and across teams within the organisation.

• At least 2 years demonstrated experience in a customer/client service leadership role, ideally in an animal welfare environment, including proven ability to manage customer escalations.
• Ability to encourage and coordinate the performance of a team so that collectively, they deliver on agreed outcomes.
• Conflict management skills including ability to work with people to overcome differences of opinion or communication difficulties.
• Decision making skills including ability to determine a course of action when faced with a choice of feasible alternatives.
• Coaching and mentoring skills including ability to help others improve their knowledge or skills by providing encouragement, feedback, and insights into alternative ways of approaching situations.

About our culture:

At AAPS, we're more than an animal shelter — we're a passionate, people-powered community dedicated to protecting and rehoming animals while strengthening the human–animal bond. Our culture is inclusive, supportive, and purpose-driven: we celebrate teamwork, compassion, and initiative, and we value every contribution, whether from staff, volunteers, or the wider community. If you're looking to make a real difference in a collaborative and caring environment, AAPS is the place for you. At AAPS, we're more than an animal shelter — we're a passionate, people-powered community dedicated to protecting and rehoming animals while strengthening the human–animal bond. Our culture is inclusive, supportive, and purpose-driven: we celebrate teamwork, compassion, and initiative, and we value every contribution, whether from staff, volunteers, or the wider community. If you're looking to make a real difference in a collaborative and caring environment, AAPS is the place for you.

If you have the skills, experience and enthusiasm to be successful in this role, please click on the "Apply" button, ensuring you have attached your cover letter and current resume in Word or PDF format. If you have any further questions or queries regarding the role, please email 

The successful applicant will be required to satisfactorily complete background screening checks.