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Do you want to lead and inspire a dedicated team ensuring that judges across all dog activities get the best support possible? This role offers a unique opportunity to drive excellence in judges' education across all canine disciplines recognised by The Kennel Club while ensuring adherence to the highest standards in a high-paced, hybrid working environment.

What the role is responsible for

Responsible for overseeing the customer experience of judges across all dog activities within the United Kingdom.

What the role involves

• Team Leadership: Effectively manage and motivate a hybrid team, ensuring strong performance and collaboration.
• Complaint Triage & Resolution: Utilise excellent analytical and precision thinking skills to assess complaints, interpret Kennel Club regulations, and execute holistic reviews to determine appropriate escalation pathways.
• Communication: Draft clear, concise, and well-reasoned correspondence for outcome decisions and committee briefs, simplifying complex issues into understandable rationales.
• Conflict Management: Confidently handle challenging situations and audiences with objectivity, patience, and resilience.
• Education and Regulations Expertise: Leverage and enhance understanding of Kennel Club rules and regulations relevant to judges of all dog activities, as well as maximising the utilisation of the Kennel Club Academy for education of judges.
• Process Integrity: Uphold a high degree of confidentiality, discretion, and integrity while managing a demanding workload.
• System & Service Management: Use CRM systems effectively and provide account-management-style customer service to internal and external stakeholders.

What you'll bring to the role

• Previous experience in a Leadership/Management role.
• Outstanding written communication skills to articulate decisions and prepare high-level briefs.
• Confidence, resilience, and patience when navigating challenging environments.
• A strong understanding of The Kennel Club rules, regulations, and education systems across all canine activities.
• Previous experience in working with CRM systems and understanding customer service principles.
• A genuine passion for promoting excellence and integrity of judges within the canine world.

Equal Opportunities and Diversity

The Kennel Club welcomes applications from everyone regardless of age, gender, ethnicity, sexual orientation, faith or disability. All appointment will be made on merit, following a fair and transparent process in line with the Equality Act 2010.