Customer Service Advisor

Guide Dogs; England; On-site; GBP 24,000; Full time

Job summary

A leading charity organization in the United Kingdom is seeking a Customer Service Advisor to provide exceptional supporter care, handle inquiries, process donations, and manage relationships. The role involves responding to supporter communications, ensuring accurate CRM data entry, and maintaining high service standards. Ideal candidates will have prior customer service experience, strong communication skills, and the ability to work collaboratively. This full-time position offers a salary of £24,000 per annum with excellent benefits including generous annual leave and support programs.

Benefits

Generous annual leave

Employee Assistance Programme

Cycle-to-work scheme

Pension scheme with employer matching

Life assurance options

Qualifications

• Proven experience in administration within a customer service environment.
• Ability to handle sensitive conversations calmly.
• Willingness to work collaboratively as part of a team.

Responsibilities

• Responding to supporter enquiries by phone, email and post.
• Building trust and long-term supporter relationships.
• Managing complaints sensitively and diplomatically.
• Accurately updating supporter records in the CRM system.
• Recording supporter donations and payments.

Skills

Strong verbal and written communication skills

Confident telephone manner

Empathy and patience

Accurate data entry

Ability to prioritise workload

Experience using CRM systems

Education

GCSE grade C or above in English and Maths or equivalent

Job description

Customer Service Advisor

A customer-focused role providing exceptional supporter care, handling enquiries across phone, email and post, updating CRM systems, processing donations and building lasting supporter relationships within a fast-paced fundraising environment.

If you’ve also worked in the following roles, we’d also like to hear from you:

Customer Support Executive, Customer Service Executive, Supporter Care Advisor, Contact Centre Advisor

This role is known internally as a Supporter Experience Executive

SALARY: £24,000 per annum + Excellent Benefits (see below)

LOCATION: Reading, Berkshire

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 Hours per Week, Monday to Friday 9am – 5pm

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor where no two days are the same, and every interaction makes a difference. This role plays a key part in delivering excellent customer service to supporters while helping maximise retention and long‑term engagement.

As a Customer Service Advisor you will manage supporter enquiries across multiple channels, handle donations and sponsorship payments, and ensure accurate CRM data entry while maintaining high service standards and agreed service level agreements.

The Customer Service Advisor role suits someone who thrives in a busy environment, adapts communication style with empathy, and enjoys building meaningful relationships through professional, people-centred service.

DUTIES

• Supporter Communication: Responding to supporter enquiries by phone, email and post in a professional and timely manner
• Relationship Building: Adapting communication style using emotional intelligence to build trust and long-term supporter relationships
• Complaint Handling: Managing complaints sensitively and diplomatically to achieve high levels of supporter satisfaction
• Database Management: Accurately updating supporter records and activity on the CRM system
• Donation Processing: Recording supporter donations and sponsor a puppy payments accurately
• Team Collaboration: Sharing knowledge and working collaboratively to maintain a positive customer‑focused environment
• Process Adherence: Following supporter‑focused processes and procedures consistently
• Continuous Improvement: Providing feedback on processes and highlighting potential service improvements
• Knowledge Management: Contributing to and maintaining the accuracy of internal working knowledge databases

CANDIDATE REQUIREMENTS

ESSENTIAL

• Educated to GCSE grade C or above in English and Maths or equivalent
• Proven experience in administration within a customer service environment
• Experience using CRM systems to record customer activity and data
• Strong verbal and written communication skills with attention to detail
• Confident telephone manner with empathy, patience and active listening
• Ability to handle sensitive or challenging conversations calmly
• Accurate data entry and good numerical checking skills
• Ability to prioritise workload and work to agreed service level agreements
• Willingness to work collaboratively as part of a team
• Eligibility to work in the UK

DESIRABLE

• Previous experience working within the charity or not-for-profit sector
• Knowledge of Gift Aid and data protection regulations

BENEFITS

• Generous annual leave: 26 days rising to 28 days after three years, plus bank holidays
• Employee Assistance Programme providing confidential wellbeing support
• Wellbeing Buddies offering confidential peer support
• Menopause Champions providing dedicated guidance and resources
• Cycle‑to‑work scheme with a wide range of bike options
• Eye care vouchers for free tests and VDU glasses contributions
• Hearing tests for colleagues working in kennel environments
• Discounts and cashback across retail, supermarkets, travel and more
• Pension scheme with employer matching plus 2%, up to 9% employer contribution
• Life assurance at four times salary, with options to increase cover
• Flexible benefits allowance (3% of salary) for gym memberships, health plans, dental insurance, travel insurance, critical illness cover, additional life assurance and the option to buy or sell annual leave

APPLY TODAY

Ready to make your next career move? Apply Today for our Recruitment Team to review.

The role requires an Enhanced Disclosure check. The start date for the successful candidate will only be confirmed upon receipt of the check.

The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment.