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Current vacancies:

Customer Service Assistant 

  • Reporting to: Customer Service Manager
  • Hours: Full time: Mon – Fri, (9 am – 5 pm) 35 hours per week

As a member of the Customer Service team, you will be a first point of contact for International Cat Care and your main priority will be to provide an excellent customer service experience every time. Assisting the Customer Service Manager and colleagues with all day-to-day service activities including, but not limited to; processing membership applications and renewals, dealing with customer service processes, guidelines and documentation, responding to enquiries for the membership, conference and courses teams, CRM/Salesforce database input and management, payment management and enabling the smooth running of the customer service team.  

Responsibilities

  • Handle incoming customer service enquiries, providing an outstanding, friendly, courteous, and timely experience for all customers (inc. membership, courses, and events).
  • Support all purchases, and processing activities from our customers.
  • Resolve queries received via email, telephone, or other means in a timely manner.
  • Represent the customer in resolving queries with other departments (e.g., finance queries).
  • Taking card payments and issuing refund requests via accounts where required.
  • Maintaining and enhancing the quality of the information held in the database.
  • Supporting the development of customer reports and analytics on a regular and adhoc basis.
  • Support the development of Salesforce accuracy through recording and reporting of activities on the database.
  • Responsible for H&S, always ensuring safe working practice and that risks identified, are reported, or actioned as quickly as possible.
  • Ensure data protection is maintained including all members, client, and Company data, and liaising with the Data Protection Manager (DPM) if there are any issues or concerns.

Essential experience, skills, and qualifications

  • Ability to demonstrate strong attention to detail, including excellent spelling and grammar.
  • Passionate about providing outstanding customer service. Polite, positive, empathetic, and patient with the ability to put themselves into customers’ shoes and advocate for them when necessary.
  • Must have a strong customer service ethos, with the ability to solve problems.
  • Must have a desire to learn and to work as part of a dynamic customer-orientated team.
  • Must be able to demonstrate excellent administrative, IT and organisational skills.
  • Excellent communication and interpersonal skills, both written and oral, with the ability to communicate effectively with Customers internal and external at all levels.
  • Must have the ability to prioritise and multitask, and to work to deadlines.
  • A confident self-starter, able to work on own and as a member of a team.
  • Demonstrate an understanding of and commitment to the ethos and values of the Charity.
  • Must demonstrate tact, diplomacy, and confidentiality in all aspects of the role.

To apply: Please send your CV and covering letter outlining your interest in the role to:

tracy.sullivan@icatcare.org – Customer Service Manager

adam.silk@icatcare.org – Head of Business Improvement & Membership Support

Closing date: 4th July 2022  

Location: Our roles are based at our office in Tisbury, Wiltshire. We are operating hybrid working and attendance in the office is necessary, but managed around meetings, collaboration / team-working activities, work requirements and training as required. We also have free parking on site but do not pay expenses to attend the office.  


We will shortly be recruiting for a:

Digital Learning Developer

  • Reporting to: Head of Learning
  • Hours: Full time: Mon – Fri, (9 am – 5 pm) 35 hours per week

You will contribute to the charity’s mission and vision by collaborating with colleagues and feline subject matter experts to lead the learning design and development of existing and new online courses, including tutor-led, self-paced and micro-learning. You will have a solid understanding of the educational opportunities via online learning. You will be developing online courses (some of which may require external accreditation/recognition) and learning pathways for a wide range of stakeholders interested in cats, using a combination of effective pedagogical strategies and online tools.

Responsibilities

  • To work with subject matter experts to understand target learner groups and their needs (e.g. those working with unowned cats) and then to design and deliver creative and high-quality online learning solutions
  • To use internal project management processes and tools to deliver new or updated learning solutions
  • To plan and run learning design workshops with internal and external subject matter experts
  • To apply effective and appropriate learning theory and design to developing content
  • To create, maintain and refresh existing courses delivered via the Brightspace virtual learning environment
  • To plan and manage the freelance resources as and when required
  • To ensure courses reach external accreditation/recognition where required, e.g. the advanced behaviour certificate through Animal Behaviour and Training Council course recognition
  • Explore and generate new ideas for learning delivery or approaches to learning design
  • To liaise and provide support to associate markers when marking student assessments
  • Actively engage in the learning technology community to stay abreast of the latest research and developments in distance learning
  • To support the Head of Learning in delivering the departmental objectives and operational plan
  • To support Learning Administrator and Customer Service teams to resolve learner queries
  • Build and maintain relationships with other departments (admin support, marketing, markers, finance etc) and liaise with them on course development, delivery, and marketing.
  • Responsible for H&S, ensuring safe practice, reporting any risks identified, ensuring data protection is maintained for all members, clients, and Company data – liaising with Data Protection Manager (DPM) on any issues or concerns

Essential experience, skills, and qualifications

  • Learning design qualification or relevant background and experience in designing online learning and assessments
  • Understanding of the feline welfare sector in relation to the online educational landscape
  • Experience in engaging and building relationships with subject matter experts to develop and deliver online learning
  • Experience in learning design and leading course development
  • Understanding of learning theory and application of online development and delivery
  • Experience in the use of learning management systems and learning authoring tools (e.g. Brightspace, Canvas, Moodle, Articulate, H5P, Adobe Captivate)
  • Experience in administering learning management systems
  • Experience in project management in learning design and development projects
  • Experience in working with external organisations for course accreditation/recognition
  • Good understanding of online learning and assessment design best practices
  • Excellent oral and written communication skills
  • Ability to use a range of web platforms or willingness to learn and ideally experience of Mac operating system
  • High level of organisational skills with the ability to prioritise, meet deadlines and manage workload
  • Demonstrate an understanding of and commitment to the ethos and values of the charity.
  • Must demonstrate tact, diplomacy, and confidentiality in all aspects of the role
To apply: Please send your CV and covering letter outlining your interest in the role to:

alex.bradley@icatcare.org – Senior Digital Learning Designer

Closing date: 31st August 2022  

Location: Our roles are based at our office in Tisbury, Wiltshire. However, we are operating hybrid working and attendance in the office is necessary but managed around meetings, collaboration / team-working activities, work requirements and training as required.