Customer Service Agent

IVC Evidensia Group; West of England; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

5 weeks' annual leave

Bank holidays included

Birthday paid day off

Hybrid working arrangements

Company pension scheme

Employee Assistance Programme

Wellbeing support

Family-friendly policies

Cycle to Work scheme

Staff discounts

Free parking

Dog-friendly workplace

Job summary

Pet Drugs Online, part of the IVC Evidensia family, is looking for a Customer Service Advisor in Keynsham. This hybrid role requires a minimum of 3 days per week on-site and offers a friendly, supportive team environment focused on delivering outstanding service across multiple channels.

You will be the first point of contact for customers, helping navigate orders, resolve queries, register online and liaise with suppliers.

Qualifications

• Experience in 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.
• Ability to adapt to changing priorities and customer needs.
• A supportive and collaborative approach to teamwork.
• Confidence working independently while contributing to the wider team.

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

Skills

Customer service experience

Communication skills

Problem solving

Time management

Performance against KPIs

Adaptability

Teamwork

Independent working

Job description

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%)
• 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.

Pet Drugs Online

At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.