Customer Care Officer

Blue Cross; Carterton; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Holiday entitlement

Wellbeing programmes

GP access

Health cash plan

Employee assistance programme

Pension scheme

CPD support

Life assurance

Pet insurance discount

Family-friendly policies

Recognition program

Volunteer days

Retail discounts

Job summary

Blue Cross is seeking a Customer Care Officer to provide support to supporters, clients and the public with an emphasis on complaint management and empathetic guidance. The role is hybrid with 2 days per week in Burford.

You will handle enquiries by phone, email or other channels, document and investigate complaints, and signpost services while upholding our values. The environment is busy and requires resilience, compassion, and clear communication.

Qualifications

• Customer service experience in a busy office or call centre.
• Ability to multi-task and respond to high volume enquiries (phone/email).
• Calm, confident telephone manner.
• Resilience handling distressed/enquirer interactions.
• Excellent keyboard skills; MS Office; navigate multiple IT systems.
• Experience of handling complaints.
• Excellent written and verbal communication.
• Ability to self-manage and work in a team.
• Demonstrate understanding and application of Blue Cross values.

Responsibilities

• Handle complaints from service users with empathy and professionalism.
• Document and investigate complaints; support timely resolutions.
• Respond in writing to enquiries across letters, email, and social media.
• Resolve enquiries promptly; escalate complex issues.
• Stay up to date with Blue Cross initiatives and campaigns.
• Act as a brand ambassador, promoting our mission and values.
• Process telephone donations accurately and compliantly.
• Support distressed clients with a calm, professional approach.

Skills

Customer service

Multi-tasking

Calm telephone manner

Resilience

MS Office

Complaint handling

Communication skills

Self-management

Values alignment

Tools

Windows

Job description

Join Blue Cross as a Customer Care Officer and play a pivotal role in providing essential support and information to our supporters, clients, and the public. As the compassionate first point of contact, you'll offer a listening ear, expert advice, and signposting services, ensuring that every interaction leaves a positive impact on those seeking assistance. This is a hybrid role with 2 days a week in our Burford office. More about the role In this role, you'll provide advice, reassurance, and assistance to those in need of our services, with a particular emphasis on complaint management. Whether by phone, email, or other channels, you will ensure their concerns are addressed with empathy and professionalism. Key responsibilities include:

• Handling complaints from service users with empathy, professionalism, and attention to detail.
• Documenting and investigating complaints and supporting timely resolutions.
• Responding in writing to enquiries and feedback across letters, email, and social media.
• Resolving enquiries and requests promptly, escalating complex issues where needed.
• Staying up to date with Blue Cross initiatives and campaigns to provide accurate information.
• Acting as a brand ambassador, promoting our mission and values in every interaction.
• Processing telephone donations accurately and compliantly.
• Supporting clients who may be distressed, both over the phone and face to face, with a calm, professional, and compassionate approach.

This role is pivotal in ensuring every interaction with Blue Cross leaves a positive impression, even when addressing concerns or complaints, and contributes to our mission of providing compassionate care to animals and their owners.

You'll bring excellent communication skills and the ability to engage with a wide variety of people in a busy environment. Resilient and adaptable, you'll be comfortable handling sensitive and emotionally charged conversations while maintaining professionalism and compassion.

Essential knowledge, skills, and experience

• Customer service experience within a busy office or call centre environment
• The ability to multi-task and demonstrable experience of responding to a high volume of telephone and email enquiries
• A calm, confident telephone manner
• Demonstrable resilience and experience of dealing with distressed and angry enquirers
• Excellent keyboard skills, knowledge of Windows and MS Office and the ability to learn and navigate multiple IT systems
• Experience of handling complaints
• Excellent communication skills, both written and verbal
• The ability to self-manage while working collaboratively as part of a team
• The ability to demonstrate understand and apply our Blue Cross values

Desirable knowledge, skills, and experience

• An understanding of basic animal welfare
• An understanding of confidentiality and the Data Protection Act
• Experience working with CRM or ticketing systems
• Previous experience of working in the charity/voluntary sector

Blue Cross benefits

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.

In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are. Our generous benefits package includes:

• Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
• Programmes for physical and mental wellbeing support
• Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
• Health cash plan
• Unlimited access to an employee assistance programme
• Pension scheme with enhanced employer contribution
• Professional fees paid with Continuing Professional Development and personal development support.
• Life assurance
• 20% discount on Pet Plan pet insurance
• Enhanced family friendly policies
• Recognition scheme
• Annual volunteer days
• Charity worker discounts across a variety of retailers