Customer Service Advisor

Pdsa; Sunderland; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Flexible working options

25 days' holiday plus Bank Holidays

Three paid special days off: Volunteer

Wellbeing Day

Pension options (5–10%)

Life assurance four times salary

Employee assistance programme

Staff discounts

Enhanced maternity/paternity/adoption

Discounts on pet insurance

Job summary

PDSA is seeking an Outbound Customer Service Advisor for our National Customer Service Centre in Sunderland, just 600 metres from our Pet Hospital. Join a friendly team of around 60 colleagues delivering exceptional service to clients, supporters, volunteers and retail customers.

You will engage with clients, promote campaigns, maintain accurate records and work towards individual and team targets in a fast-paced environment that values a positive customer experience.

Qualifications

• Excellent verbal communication and listening skills.
• Motivation to achieve individual and team targets.
• Strong computer skills and accurate data recording.
• Ability to handle objections professionally and positively.
• Collaborative approach and willingness to support a team.

Responsibilities

• Make outbound telephone calls to clients, supporters and customers, delivering a friendly, professional experience.
• Promote PDSA products, services and campaigns, communicating benefits clearly.
• Build positive relationships and tailor conversations to engage customers.
• Work towards KPIs and campaign objectives while maintaining high quality standards.
• Record customer information accurately and update systems after each interaction.
• Keep knowledge up to date on PDSA services and campaigns.
• Collaborate with colleagues to support campaign performance and improve the customer experience.

Skills

Verbal communication

Target-driven

Customer service

Team collaboration

Problem solving

Attention to detail

Job description

Make a difference every day with PDSA

About Us

Join us to help keep even more people and pets together when times are tough. For over a century, PDSA has provided vital veterinary care for the pets of people experiencing financial hardship.

We're now on a journey to expand our reach and support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape the future of PDSA.

Together, we'll build a stronger organisation and ensure our services continue to support those who need us most for the next hundred years.

If you're ready to make a real difference and be part of a team creating positive change, we'd love to hear from you.

About the role

We're looking for an enthusiastic and confident Outbound Customer Service Advisor to join our friendly and supportive National Customer Service Centre (NCSC) in Sunderland.

You’ll be based just 600 metres from our PDSA Pet Hospital, working as part of a welcoming team of around 60 colleagues who are passionate about delivering exceptional service to our clients, supporters, volunteers and retail customers.

Our National Customer Service Centre has grown significantly over the last decade and now supports thousands of people every year through a wide variety of activities. It's a fast-paced, rewarding environment where every conversation helps make a difference.

As an Outbound Customer Service Advisor, you’ll take a proactive approach to engaging with our clients, supporters, retail customers and members of the public, building positive relationships and promoting PDSA's products, services and campaigns.

You’ll play an important role in helping us achieve our financial and operational campaign goals, combining excellent customer service with the confidence and enthusiasm to work towards individual and team targets.

Whether you’re introducing someone to a PDSA service or encouraging support for our work, you’ll make every conversation count.

What you’ll be doing

• Making outbound telephone calls to clients, supporters, retail customers and members of the public, delivering a friendly, professional and engaging experience.

• Promoting PDSA products, services and campaigns, communicating their benefits clearly and confidently.

• Building positive relationships, actively listening to customer needs and tailoring conversations to encourage engagement.

• Working towards individual and team performance targets, including KPIs and campaign objectives, while maintaining excellent quality standards.

• Handling questions and concerns professionally, using your communication skills to build trust and confidence.

• Accurately recording customer information and updating relevant systems following each interaction.

• Keeping your knowledge up to date with PDSA services, products and campaigns to ensure accurate and consistent information is shared.

• Working collaboratively with colleagues to support campaign performance, share ideas and continuously improve the customer experience.

About you

You’ll be someone who genuinely enjoys speaking with people, building relationships and making a positive impression.

We're looking for a confident, enthusiastic communicator who brings energy to conversations, enjoys working towards targets and takes pride in delivering an excellent customer experience.

You’ll have:

• Excellent verbal communication and listening skills, with the confidence to engage people over the telephone.

• A positive, proactive attitude and the ability to build rapport with a wide range of people.

• The motivation and determination to achieve individual and team targets.

• Strong computer skills and excellent attention to detail when recording customer information.

• The ability to handle objections or challenging conversations professionally and positively.

• A collaborative approach and enthusiasm for contributing to a supportive team environment.

It would also be beneficial if you have experience of:

• Working in an outbound customer service, contact centre or telephone-based environment.

• Promoting products or services, generating leads or working towards sales or campaign targets.

Previous outbound experience would be an advantage, but isn't essential. We'll provide full training and ongoing support to help you develop your confidence, knowledge and skills.

Rewards, support and benefits

We're really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.

As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:

• Flexible working options to support your work-life balance and individual circumstances.

• 25 days' holiday plus Bank Holidays.

• Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.

• Generous pension options, with PDSA contributions starting at 5% and rising to 10%.

• Life assurance providing four times your annual salary for added peace of mind.

• AXA Health Employee Assistance Programme, with 24/7 wellbeing support.

• Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.

• Enhanced maternity, paternity and adoption leave to support you and your family.

• 10% discount on PDSA Pet Insurance plus access to staff veterinary services.

If you have any questions about the role or recruitment process, please contact Maria Bloor at

PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.

If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.

We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.

To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.