Contact Centre Advisor

Cats Protection; United Kingdom; Remote; 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

Eye care vouchers

Discounted pet insurance

Job summary

Cats Protection is seeking a Contact Centre Advisor to be the first port of call for enquiries from the public. Based homebased in the UK, you will handle calls, emails, social media and chat with a professional, courteous approach.

This fixed-term role runs until 30 June 2027, offers 26 days plus bank holidays, a contributory pension, health and wellbeing support and flexible working options to support a healthy work–life balance.

Qualifications

• Experience in a contact centre environment is essential.
• Experience across calls, emails, social media and chat.
• Excellent telephone manner with strong listening and written skills.
• Ability to handle difficult customer interactions and resolve complaints.
• Proficient in Word, Excel and Outlook using daily.

Responsibilities

• Be the first port of call for enquiries from the public.
• Provide accurate information across channels to uphold the Cats Protection brand.
• Support the Contact Centre team in delivering prompt, courteous service.

Skills

Contact centre experience

Multichannel communications

Telephone etiquette

Complaint handling

Initiative under pressure

Tools

Microsoft Word

Microsoft Excel

Microsoft 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

We operate a bias-free application process in our commitment to equity, diversity and inclusion.

Redacted CVs may be accepted by exception.

We believe being an inclusive, diverse organisation - where we welcome diversity of thought, value individuals' experience and can reach and partner all areas of society - is crucial if we're to help more cats. Our ambition is to work together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity.

There's a place for everyone at Cats Protection and we encourage applications from talented people across all communities.

Cats Protection is committed to safeguarding children and adults at risk and protecting anyone that comes into contact with us from harm. We expect all employees and volunteers to share this commitment.

You may be subject to a criminal record check if required for the role.