Assistant Manager – Client Services

About the Role

Join Blue Cross’s Southampton rehoming centre as Assistant Manager – Client Services and take a leading role in one of the UK’s most respected animal welfare charities. You’ll manage the client services team, guiding people and pets through the entire rehoming journey from initial enquiry through to adoption. This is a full-time, fixed-term contract until 30th September 2026, working 37.5 hours per week on a rota that includes 1 in 3 weekends and bank holidays (8.30am to 5.00pm).

The centre operates 24/7 with on-site kennels and a cattery. You’ll occasionally carry out night checks when resident team members are away, though overnight shifts are typically undertaken by on-site staff. This hands-on, mission-driven environment demands someone who thrives under pressure while maintaining genuine compassion for both animals and the people who care for them.

Key Responsibilities

• Lead and line manage the client services team to deliver outstanding care from first enquiry through adoption or other support options
• Work closely with your team to assess and admit pets, match them with suitable adopters, and guide clients through every step of their journey
• Oversee day-to-day operations including managing enquiries, prioritising admissions, and promoting animals in your care
• Use data and insights to shape services and drive continuous improvement in client experience
• Collaborate with the centre leadership team to meet targets and deliver positive pet welfare outcomes

Requirements

• Significant experience managing a team in a customer-facing environment
• Proven track record delivering high-level customer service
• Ability to work effectively in a fast-paced, emotionally demanding setting
• Strong verbal and written communication skills with people from all backgrounds
• Demonstrated decision-making ability and problem-solving skills
• Current full UK driving licence
• Understanding and commitment to Blue Cross values
• Desirable: Performance management experience, safeguarding knowledge, or previous experience in rescue admission and adoption processes

Benefits

• Generous holiday: 38 days FTE rising to 43 with service (including bank holidays)
• Comprehensive health support: Free 24/7 GP access via MetLife, health cash plan, and unlimited access to employee assistance programme
• Pension scheme with enhanced employer contribution
• Professional fees paid and CPD support with personal development opportunities
• Life assurance
• 20% discount on Pet Plan pet insurance
• Physical and mental wellbeing programmes
• Enhanced family-friendly policies
• Annual volunteer days and recognition scheme
• Charity worker discounts across retailers

About the Practice

Blue Cross is a long-established animal welfare charity operating across the UK. The Southampton rehoming centre provides direct care and rehoming services for animals in need, with dedicated on-site kennels and cattery facilities. As part of a compassionate, dedicated team, you’ll work toward Blue Cross’s core mission of supporting animals and the people who care for them.

The organisation is known for its commitment to employee wellbeing and professional development, reflected in its comprehensive benefits package and supportive working culture.