Contact Centre Advisor

Cats; Chelwood Common; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

26 days’ annual leave

Pension scheme

Health and wellbeing support

Flexible working options

Salary Finance access

Eye care vouchers

Pet insurance discount

Job summary

Cats is seeking a Contact Centre Advisor for a homebased role in the United Kingdom. The post involves handling enquiries via phone, email, social media and live chat, delivering accurate information and a courteous, professional service to protect and promote Cats Protection’s brand.

The position operates Monday to Friday, 9am–5pm, on a fixed-term contract until 30 June 2027, with a salary of up to £28,454.94 per annum and a supportive, flexible working environment.

Qualifications

• Strong experience in a contact centre.
• Experience across calls, emails, social media and chat.
• Excellent telephone manner with strong listening and written communication skills.
• Experience handling difficult customer interactions and resolving complaints.
• Proficient in Word, Excel and Outlook.

Responsibilities

• Be the first port of call for enquiries coming into the Contact Centre from members of the public.
• Through our various contact channels, provide accurate advice and information, ensuring prompt, professional and courteous service that underpins Cat Protection brand and reputation.

Skills

Contact centre experience

Multi-channel comms

Telephone etiquette

Conflict resolution

MS Office

Initiative

Tools

Microsoft Office (Word/Excel/Outlook)

Job description

Team: Contact Centre

Location: Homebased

Work pattern: Monday to Friday, 9am - 5pm

Salary: Up to£28,454.94 per annum

Contract: Fixed term until 30th June 2027

We are the UK’s largest cat welfare charity. All over the country, our passionate employees, volunteers and supporters are using their kindness and expertise to make life better for millions of cats and the people who care for them.

Will you join us and make life better for cats?

Responsibilities of our Contact Centre Advisor:

• As Contact Centre Advisor you will be the first port of call for enquiries coming into the Contact Centre from members of the public
• Through our various contact channels, you will provide accurate advice and information, ensuring members of the public receive a prompt, professional and courteous service that underpins and enhances Cat Protection brand and reputation

About the Contact Centre team:

• We sit within the Marketing & Income Generation directorate
• The Contact Centre team is responsible for answering queries from members of the public through our multiple contact channels; telephone, email, website and social media. On average, the Contact Centre responds to over 100,000 contacts each year, helping thousands of cats, their owners and members of the public. We aspire to provide great customer service to all those who contact us.
• We currently have a team of 27

What we’re looking for in our Contact Centre Advisor:

• Strong experience in a contact centre
• Experience of working across multiple communication channels including calls, emails, social media and chat functions
• Excellent telephone manner with superior listening, verbal, and written communication skills
• Experience of handling difficult customer interactions and resolving complaints
• Strong Microsoft Office experience including Word, Excel and Outlook
• Able to work on own initiative, accurately and under pressure

What we can offer you:

• 26 days’ annual leave plus bank holidays, increasing with service
• A competitive contributory pension scheme and life assurance for peace of mind
• Health and wellbeing support to help you stay well while working remotely
• Flexible working options to support a healthy work–life balance
• Financial wellbeing support, including access to Salary Finance
• Additional support such as eye care vouchers and confidential employee advice services
• Access to discounted pet insurance to help care for your pet’s health
• and much more, which you can learn about here