Job Description

About Tom & Toto

Tom & Toto is Norwich's award-winning dog care centre, offering a holistic approach to canine wellbeing through our Doggy Daycare, Grooming Spa, and Social Club. We believe every dog deserves a joyful, enriching day -- and that starts with a happy, organised team behind the scenes.

We're a passionate, professional, and people-focused business that's grown from a small dog-walking service to a thriving multi-service brand. As we continue to grow, we're looking for an experienced and proactive Office Supervisor to ensure our operations run smoothly every single day.

The Role

This role suits someone who thrives in a fast-paced environment, loves both people and dogs, and takes pride in keeping everything beautifully organised.

As The Office Supervisor you'll be the operational backbone of Tom & Toto -- supporting the General Manager in maintaining exceptional standards across admin, customer service, and compliance. You'll ensure smooth coordination between office staff, daycare attendants, and clients. You will coordinate our bookings, oversee communications, maintain accurate records, and help keep the business compliant, efficient, and customer focused.

The ideal candidate is detail-oriented, methodical, customer-focused, and comfortable working around dogs of all sizes and temperaments in a fast-paced setting.

Key Responsibilities:

Administration & Systems

Supervise and support office staff, daycare drivers and front desk operations. Oversee scheduling and booking of daycare, boarding, and grooming appointments. Maintain accurate recordkeeping of client information, vaccination records, and billing. Process payments, invoices, and financial reports. Collating monthly payroll. Monitor inventory and order office, retail and pet care supplies as needed.
Team & Leadership

Assist the GM and Director with reports, meeting preparation, and project coordination. Provide insight from customer data to help improve services and identify opportunities. Help maintain our positive, supportive company culture where dogs, staff, and customers all thrive. Onboarding new staff members and work experience students. Support and manage the daycare drivers and their schedule ensuring it is accurate allow for a smooth bus service.
Customer Service & Communication

Manage client communications, including phone calls, emails, and in-person inquiries. Handle client concerns or complaints professionally and efficiently. Handle customer accounts, including payments, invoicing, and credit control where required.
Business Support

Assist management with staff scheduling, onboarding, and administrative training. Enforce company policies, safety standards, and animal welfare protocols. Support marketing or promotional efforts (social media updates, client newsletters, etc.). Support the general manager on offering daycare services, with smart informed decisions about the dogs.
Qualifications and Experience:

Proven experience in an administrative or office management role (2-3 years minimum); animal care facility experience is a plus. High level of organisation and attention to detail, able to manage multiple priorities calmly and effectively. Experience managing or supporting a small team, including delegation, training, and performance support. Customer service experience, ideally within a people- or animal-focused business. Understanding of confidentiality, GDPR, and record-keeping requirements. Ability to handle sensitive information and communicate clearly with both colleagues and customers.
Personal Qualities:

Calm, caring, and dependable -- a steady presence who keeps things running smoothly. Naturally organised and proactive, with strong problem-solving skills. Spots what needs doing, improves systems, and takes action without waiting to be asked. Sees situations from the customer's perspective and ensures a high-quality experience. Stays composed in a busy environment and responds flexibly to changing needs. Supports others, leads by example, provides clear guidance, and helps maintain a positive team culture. Empathetic communicator who can build trust with both customers and colleagues. A genuine love of dogs and enthusiasm for Tom & Toto's mission of joy, enrichment, and holistic dog care.
Key Skills and Competencies:

Excellent communication skills -- clear, warm, professional, and confident with phone, email, and face-to-face contact. IT proficiency -- confident using spreadsheets, booking systems, CRM tools, and digital filing systems. Customer service skills -- able to build positive relationships and manage conversations with empathy and clarity. Attention to detail -- accurate record-keeping, data entry, invoicing and compliance admin. Problem-solving ability -- can think ahead, troubleshoot issues calmly, and offer solutions. Ability to Streamline and improve admin processes for efficiency and clarity.
Work Environment:

This position operates in a busy dog daycare facility. You'll work primarily in the office/front desk area but will regularly interact with staff, clients, and dogs. Occasional exposure to noise, pet hair, and outdoor environments is expected.

Why Join Tom & Toto?

Work in a positive, supportive, and purpose-led team. Be part of a business that truly values staff wellbeing and growth. Opportunities for training, development, and progression. Employee discounts on grooming, daycare, and retail products. Regular team treats (and dog cuddles guaranteed ).
How to apply
Send your CV and a short cover letter explaining why you'd be a great fit for the Office Supervisor role to molly@tomandtoto.co.uk

Job Types: Part-time, Permanent

Pay: From 12.21 per hour

Expected hours: 25 per week

Benefits:

Casual dress Employee discount Free parking
Application question(s):

Have a love for dogs?
Experience:

Administrative: 1 year (preferred)
Language:

English (preferred)
Work Location: In person