Reviewed March 2015
JOB DESCRIPTION
FOR
UK SUPPORT OFFICER
(WELFARE AND ADMINISTRATION)
Responsible to:
Deputy Head of UK Support
Aim of the Job:
To deal with welfare concerns reported to the organisation with an effective and
compassionate approach and ensure that the team of Field Officers are fully briefed
to assist them with their investigations.
Main duties and responsibilities:
 To promptly deal with welfare concerns received from the general public via
telephone, facsimile, e-mail and letter
 Assessing the severity of the concern and providing advice accordingly
 Prioritising concerns and tasking Field Officers appropriately
 Responsible for euthanasia paperwork including identification documentation
such as passports and microchips
 Providing cover to the other UK Support Officers with their workload as required
 Assisting with the equine advice line
 Providing general administrative support across the UK team
 Working with the communications and fundraising departments on relevant
welfare matters
Other duties and responsibilities:
To undertake other job related tasks as directed by the Director of UK Welfare or the
Deputy Head of UK Support.
Health & Safety
 To comply with the policies of World Horse Welfare to ensure that risks within
the working environment are reduced as low as reasonably practicable
 To raise any health and safety concerns with your Line Manager or the Health
& Safety Officer based at Head Office
Reviewed March 2015
PERSON SPECIFICATION
Essential
Qualifications / Certificates
Experience
 Dealing with members of the
public
 Dealing with complaints
 Dealing with conflict
Skills
 Proven ability to communicate in
a caring and compassionate
manner, both verbally and in
writing
 Sound I.T. skills
 Good interpersonal and people
skills, ideally extending to dealing
with customer complaints in a
calm and professional manner
 Competent online mapping in
order to produce precise
directions
 Ability to work as part of a team
and on your own initiative
 An excellent telephone manner
Knowledge
 Extensive equine knowledge in
order to identify by description
whether a horse sounds to be
healthy or otherwise and to
establish how urgent any
problems might be
 Thorough equine knowledge in
order to provide general equine
advice to members of the public
and other departments within the
charity
Personal qualities
 Passionate about horse welfare.
 Have high standards, good
attention to detail and be quality
driven
 Flexible approach to work and
ability to ‘think on your feet’
 Be trustworthy and reliable
 Resilience when dealing with
aggressive or distressing
telephone calls
 Good sense of humour
Desirable
Qualifications / Certificates
 BHS stages or equivalent
Experience
 Working in an office environment
 Dealing with telephone enquiries
 Working with horses, ideally from
a welfare perspective
Skills
 General office administration
skills, such as filing, use of a
database, communicating by
email, etc.
Knowledge
 An understanding of laws relating
to equine welfare
 A good understanding of equines
and the horse industry
Personal qualities