Customer Service Agent

Independent Vetcare Limited; Bagstone; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working arrangements

5 weeks' annual leave

Company pension

Healthcare

Employee Assistance Programme

Staff discounts

Free parking

Dog-friendly office

Job summary

Pet Drugs Online is seeking a Customer Service Advisor to join our Keynsham team. This hybrid role involves assisting customers across phone, email, live chat and social media, helping them register online and place orders, and coordinating with suppliers on collections and deliveries.

You will join a supportive team with a focus on delivering excellent service, problem solving and timely responses. Benefits include progression opportunities, a dog-friendly office and a strong wellbeing culture.

Qualifications

• Experience in customer service or contact centre environments.
• Strong communication and interpersonal skills.
• Excellent problem-solving and time management abilities.
• Experience managing performance against KPIs.

Responsibilities

• Handle inbound customer sales and service enquiries.
• Support customers via telephone, email, live chat and social media.
• Help customers register online and process orders.
• Liaise with suppliers regarding collections, deliveries and product queries.
• Communicate order updates, delays and delivery information.
• Investigate and resolve customer complaints professionally and efficiently.

Skills

Customer service

Communication

Problem solving

Time management

KPIs

CRM software

Tools

CRM software

Job description

first point of contact for many of our customers, helping them navigate their orders, resolve queries and receive the support they need.You'll work across phone, live chat, email and social media channels, ensuring every interaction is handled professionally, efficiently and with a customer-first mindset.Working Pattern

• Hybrid working with a minimum of 3 days per week in our Keynsham office Weekly alternating shifts: 8:00am - 4:30pm 8:45am - 5:15pm Current Saturday rota of 1 in every 3 SaturdaysKey Responsibilities Handling inbound customer sales and service enquiries Supporting customers via telephone, email, live chat and social media channels Helping customers register online and process orders Liaising with suppliers regarding collections, deliveries and product queries Communicating order updates, delays and delivery information Investigating and resolving customer complaints professionally and efficiently Maintaining accurate customer records and documentationYou

Might Be a Great Fit If…

We're looking for a customer-focused individual who enjoys working in a fast-paced environment and takes pride in delivering excellent service. You'll bring:

• Experience working within a customer service or contact centre environment
• Strong communication and interpersonal skills
• Excellent problem-solving and time management abilities
• Experience managing performance against KPIs
• A results-driven approach with a commitment to quality service
• The ability to adapt to changing priorities and customer needs
• A supportive and collaborative approach to teamwork
• Confidence working independently while contributing positively to the wider team

How We'll Support You

At Pet Drugs Online, we're committed to supporting your development and wellbeing. When you join us, you'll benefit from:

• A supportive and collaborative team environment
• Ongoing learning and development opportunities
• Clear progression pathways within customer service and wider business functions
• A values-led culture focused on customer care, teamwork and continuous improvement
• A dog-friendly office environment
• What We Offer Our Team 5 weeks' annual leave plus bank holidays
• Additional holiday entitlement with length of service
• Your birthday as a paid day off
• Hybrid working arrangements
• Company pension scheme (Employee 5% / Employer 3%)
• Healthcare Cash Plan
• Employee Assistance Programme and wellbeing support
• Family-friendly policies
• Cycle to Work scheme
• Staff discounts on products and veterinary services
• Access to employee discounts and cashback offers
• Free parking
• Regular engagement activities and company events
• Dog-friendly workplace
• We're committed to supporting our people through career development opportunities, wellbeing initiatives and a culture where everyone can thrive.

Salaried

26,992.14 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Keynsham, Bristol, EnglandPet Drugs Online - Customer Services /Pet Drugs Online (#####) /HybridCustomer Service AdvisorPet Drugs Online - Keynsham, BristolHybrid working - minimum 3 days per week on siteAt Pet Drugs Online, our people are at the heart of everything we do. As one of the UK's largest and most trusted suppliers of veterinary medicines and pet products, we're passionate about helping pet owners access the products they need while delivering an outstanding customer experience.Part of the IVC Evidensia family, we combine the scale and stability of a leading veterinary organisation with the culture of a fast-moving, customer-focused business.We are seeking a Customer Service Advisor to join our friendly and supportive team in Keynsham. This is an excellent opportunity for someone who enjoys helping customers, solving problems and delivering exceptional service across multiple communication channels.How You'll Make a DifferenceAs a Customer Service Advisor, you'll be the