Compassionate Dog Support Specialist

Dogs Trust; Manchester; On-site; GBP 21,000 - 27,000; Full time

Job summary

Dogs Trust in Manchester is recruiting Customer Support Centre Advisors to be the main point of contact for supporters, adopters and the public. This role handles inbound and outbound calls and multiple email channels, delivering friendly, high-quality care and following our policies and guidelines.

You will need exceptional listening skills, experience in fast-paced customer service, and a confident use of Microsoft Office.

Qualifications

• Experience in delivering excellent customer service in a fast-paced environment.
• Excellent listening and communication skills, with empathy for distressed customers.
• Ability to handle calls and emails across multiple channels efficiently.
• Proactive, resilient, and able to follow policies and guidelines.

Responsibilities

• Respond to inquiries from supporters, adopters, customers and members of the public across calls and emails.
• Follow set policies, procedures and guidelines to ensure consistent, high-quality service.
• Identify customer needs through questioning and direct appropriate actions.
• Aim to meet KPIs such as average talk time and email quality.
• Accurately record interactions on in-house systems.
• Act as the voice of Dogs Trust and uphold the charity's reputation.

Skills

Customer service

Active listening

Multi-channel communication

Empathy

Problem solving

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Dogs Trust in Manchester is recruiting Customer Support Centre Advisors to be the main point of contact for supporters, adopters and the public. This role handles inbound and outbound calls and multiple email channels, delivering friendly, high-quality care and following our policies and guidelines.

You will need exceptional listening skills, experience in fast-paced customer service, and a confident use of Microsoft Office.