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