Customer Service Level 2 Apprenticeship (RSPCA Coventry) at KEITS

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Customer Service Level 2 Apprenticeship (RSPCA Coventry)

The role will include the following duties, although any member of staff is expected to take on ad hoc duties as required.

Reception Duties:

  • Greeting & directing visitors to the centre
  • Answering phone calls
  • Receiving and distributing deliveries, parcels and mail
  • Monitor security and report any suspicious activity
  • Ensuring stationery is replenished
  • Photocopying paperwork & forms
  • Making up adoption packs & adopting animals out of the centre
  • Logging all animals in and out of the centre
  • Completing transfer paperwork with members of public and Inspectors
  • Have brief knowledge of the animals available for homing at the centre
  • Keeping diary record of animal movements each day
  • Updating the centre computer system, with entry, adoption and movement
  • Pass home visits out to home visitors
  • Process reserve paperwork
  • Cleaning the centre toilets
  • Keeping reception area clean and tidy
  • Restock shelves
  • Taking payments and using the till
  • Cashing up the till at the end of each day

Customer care:

  • Present a professional and friendly approach to customers and visitors to the centre both face to face, on the telephone and through e-communication
  • Support customers in the selection of animals appropriate to their circumstances by providing accurate and relevant information and advice
  • Ensure all adopters are given the full information regarding the animal’s history including behaviour observations, routine and non-routine veterinary treatments
  • Attend events and education sessions with the centre management team and provide training and support to the general public and students 


  • Work as directed by the management team
  • Ensure the security of the site and animal accommodation to protect both the animals in the centre’s care, and branch assets
  • Maintain all service buildings to a high standard of presentation and cleanliness at all times
  • Abide by branch health and safety policy and procedures
  • Ensure the safety of yourself, your colleagues, volunteers and the general public at all times
  • Ensure any concerns are reported in a timely manner to the appropriate member of the management team
  • Ensure all activities requiring records are completed precisely and clearly in accordance with branch procedures
  • Provide support, training and direction to branch/centre volunteers and work placement students
  • Ensure excellent stock rotation and appropriate use of goods considering waste and cost implications
  • Support the management team in the monitoring and management of stock levels
  • Ensure appropriate forms relating to animal welfare, adoption and intake are completed appropriately
  • Provide support to all other areas of the centre in conducting their duties
  • Undertake any other duties as required by the management team

Training to be provided

  • Full training will be provided to support the successful applicant through their Level 2 Customer Service Practitioner Apprenticeship
  • Training will also be provided to support the learner through any Functional Skills required

Desired skills

  • Experience working with domestic animals is essential
  • Good animal handling skills
  • The successful applicant will have good communication skills and enjoy working as part of a team
  • Basic knowledge of Microsoft Word/Excel etc. is essential

Personal qualities

  • Hardworking
  • Ability to multitask and prioritise
  • Work on your own initiative

Desired qualifications

  • Maths and English GCSE's at grade C (4) or above or Level 2 Functional Skills or equivalents are required
  • Applicants must not already hold a level 2 in Customer Service

Future prospects

  • On completion of their Apprenticeship there may be opportunities for the Apprentice to progress to a permanent role

Things to consider

  • There is not very good public transport to site, so applicants should ensure they can make the commute on a daily basis
  • KEITS Training Services Ltd reserves the right to close the vacancy earlier  than the listed closing date should the need arise


We are a safe haven at our Coventry animal centre, where we rescue, rehabilitate and rehome over 500 animals every year. Our animal centre provides veterinary treatment, accommodation and care for over 100 animals at any one time. We are a local branch of the RSPCA so are independently funded. 

How to apply

To apply for this role and to find out more, please click on the apply button.

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