Customer Service and Rehoming Assistant

Association of Dogs and Cats Homes (ADCH); Greater London; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Annual leave 36 days

Gym discount

Employee assistance programme

Pension contributions up to 10%

Healthcare cash plan

Job summary

Battersea Dogs and Cats is seeking a Customer Service and Rehoming Assistant in London. You will deliver outstanding customer service to internal and external customers across face-to-face, phone and written channels, while promoting our values and supporting rehoming activities for dogs and cats in London.

The role requires experience in a busy customer service environment, with the ability to handle emotive situations with tact and empathy, and to respond to customer feedback effectively.

Qualifications

• Significant experience in a demanding customer service environment.
• Ability to handle emotive situations with tact and diplomacy.
• Experience receiving or responding to customer feedback.

Responsibilities

• Provide the highest level of customer service to Battersea customers via face-to-face, phone and written contact; promote the organisation’s values.
• Undertake basic rehoming duties and support the rehoming function of the London dog and cat teams.

Skills

Customer service

Communication

Empathy

Job description

Battersea Dogs and Cats

Location: London

Salary: £26,224 per annum

Hours: 35 hours per week including some weekend & bank holiday working on a rota basis

Contract Type: Permanent

Closing Date: 20 October 2026

We are looking for a Customer Service and Rehoming Assistant to provide the highest level of customer service to both internal and external Battersea customers (via face-to-face, phone and in writing) at all times, promoting the values and work of the organisation in addition to undertaking basic rehoming duties and supporting the rehoming function of the London dog and cat rehoming teams.

The ideal candidate for this role would have significant experience of working within a demanding customer service environment and experience of receiving or responding to customer feedback, with the ability to handle emotive situations with tact, diplomacy, and empathy.

What We Can Offer You

In return for your commitment to our cause and to recognise the value of our employees, Battersea offers a range of benefits to support the wellbeing of our employees. These include:

• 36 days of annual leave (inclusive of 8 days Bank Holiday leave allowance) per year for full time employees (pro-rated for part-time employees).
• Discounted gym memberships and cycle to work schemes.
• Employee Assistance Programme and access to Wellbeing Resources.
• Generous pension contributions – up to 10% employer contribution.
• Free healthcare cash plan, where you can claim for a range of treatment including dental, optical, physiotherapy, chiropody and acupuncture every year.

We are also committed to providing learning and development to our employees. During your time with us, we provide support for your professional and career development, including access to digital and in-person training programmes, leadership and management training, mentoring and much more.

Working With Our Animals

Working with our rescues is a very rewarding experience. Your work plays a vital role in giving our dogs and cats a chance at finding their forever home. Everyday will be different and will come with its own unique challenges. We are looking for people with the resilience and adaptability to handle all aspects of this role. It is important to note that the role does involve a lot of physical tasks which are required to provide the exceptional standards of care to our animals.

Diversity And Inclusion

We are committed to providing a welcoming and inclusive experience for all staff, volunteers and trustees and those hoping to join us. We operate an anonymised shortlisting process and actively seek to ensure our process is fair and equitable for all.

We understand the value of diverse voices, perspectives, and experiences to help us deliver even more for our dogs and cats, and we welcome applicants from all sections of the community.

As a Disability Confident Committed Employer we will ask about any adjustments you may need at application and/or interview stage, and if you are offered a role with us, we’ll talk to you about any workplace adjustments you may need to help you perform at your best. If you would like to talk more about this, please contact [e-mail] or call us on 020 3887 8341. Greyscale copies of the recruitment pack are also available on request.

More About Us

At Battersea, we aim to never turn away a dog or cat in need of help. We give each one lots of love, expert care and get to know their characters and quirks so we can find them a new home that’s just right for them. Join us and help us be here for every dog and cat, wherever they are, for as long as they need us.

Acceptable Use Of AI

At Battersea, we value expertise. We recognise each candidate that applies to us will have a range of expertise they can offer us, so we want to hear about this in your own words. We understand the support that generative artificial intelligence (AI) software can offer but it can also lead to numerous applications presenting as generic and impersonal. This makes it difficult to gain understanding of your unique experience.

To best showcase yourself, we encourage you to write your responses without the assistance of AI. If you require the use of AI software to aid in completing your application, we ask you use the generative responses as a prompt for writing your answers and avoid copying and pasting. You must also ensure the information presented in your application accurately reflects your experience.

Closing date: 20th October 2026, 11.59pm

All applications must be submitted before the closing date advertised. We reserve the right to close the vacancy early if a high volume of applications is received.

Interview date: To be confirmed (online)

For full details on the role, please download the recruitment pack.

We are therefore unable to accept CVs.