Customer Service Agent

IVC Evidensia; West of England; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

5 weeks annual leave

Hybrid work model

Company pension scheme

Healthcare Cash Plan

Employee Assistance Programme

Dog-friendly office

Job summary

Pet Drugs Online, part of the IVC Evidensia family, is recruiting a Customer Service Advisor in Keynsham. Join a friendly, supportive team delivering excellent service across phone, live chat, email and social media. Hybrid working with a minimum of 3 days per week on site in Keynsham.

You will handle orders, resolve queries and build strong relationships while maintaining accurate records. Benefits include 5 weeks’ annual leave, pension, healthcare, and a dog-friendly office environment to

Qualifications

• 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.

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 documentation.

Job description

Customer Service Advisor

Pet Drugs Online - Keynsham, Bristol

Hybrid working - minimum 3 days per week on site

At 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 Difference

As a Customer Service Advisor, you'll be the 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 Saturdays

Key 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 documentation

You 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.

Whether you're building your customer service career or looking for your next challenge, Pet Drugs Online offers the support, opportunity and community to help you grow.

£26,992.14 - £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.