Contact Centre Advisor

Cats Protection; Chelwood Gate; Remote; GBP 26,000 - 31,000; Full time

Benefits offered by this job

26 days’ annual leave + bank holidays

Contributory pension

Health and wellbeing support

Flexible working options

Salary Finance

Eye care vouchers

Pet insurance discount

Job summary

Cats Protection in the United Kingdom is seeking a dedicated Contact Centre Advisor to be the first point of contact for public enquiries. This homebased role supports channels including calls, emails, social media and chat, delivering accurate advice and courteous service in line with our brand.

You'll join a team of 27 within Marketing & Income Generation, handling over 100,000 contacts yearly. The role requires strong multichannel communication, resilience, and proficient MS Office skills.

Qualifications

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

Responsibilities

• 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 members of the public receive a prompt, professional and courteous service that underpins and enhances Cat Protection brand and reputation.

Skills

Contact centre experience

Multichannel support

Telephone communication

Complaint handling

MS Office

Independent working

Tools

MS 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