Customer Support Centre Advisor

Dogs Trust; Denton; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Dogs Trust is hiring a Customer Support Centre Advisor in Manchester to handle inquiries from supporters, adopters and the public across calls and emails. You will work hybrid, combining in-centre and remote tasks, ensuring courteous, timely responses and accurate record-keeping.

The role focuses on delivering exceptional customer service, adhering to policies, and contributing to KPIs while representing the Dogs Trust brand with empathy and professionalism.

Qualifications

• Strong customer service experience in a high-demand environment.
• Experience handling inbound/outbound calls and emails.
• Resilient, proactive and empathetic communicator.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook.

Responsibilities

• Respond to Dogs Trust customers, supporters, members, adopters and the public via calls and multiple email channels.
• Respond sensitively and efficiently to all calls, following policies, procedures and guidelines.
• Identify the circumstances, needs and aims of the customer using appropriate questioning techniques.
• Achieve and maintain key performance indicators including average talk time, call/email quality and after-call work.
• Record all customer interaction accurately on in-house systems in line with standards.
• Act as an advocate for the Dogs Trust brand and uphold the organisation’s reputation.

Skills

Customer service

Communication

Empathy

Team orientation

Tools

Microsoft Office

Microsoft Teams

Job description

Customer Support Centre Advisor

Application Deadline: 23 October 2026

Department: Behaviour and Community Services

Employment Type: Permanent - Full Time

Location: Manchester

Compensation: £25,250 per year, plus benefits

Description

Do you have incredible customer service skills in a high demand environment and a passion for animals?

We are recruiting for Customer Support Centre Advisors to act as the main point of contact for a wide range of queries from our supporters, members, adopters, customers and members of the public.

What does this role do?

As Customer Support Centre Advisor, you'll:

• respond to Dogs Trust customers, supporters, members, adopters and members of the public via multiple channels including, but not limited to inbound calls, outbound calls and multiple email channels
• respond sensitively and efficiently to all calls, following our set policies, procedures, and guidelines
• identify the circumstances, needs and aims of the customer using appropriate questioning techniques and respond appropriately
• achieve and maintain key performance indicators; including but not limited to average talk time, call/email quality and after call work
• record all customer interaction accurately on relevant in-house systems as appropriate, in line with agreed standards and procedures
• act as an advocate for the Dogs Trust brand and, as the voice of Dogs Trust, always uphold the organisation’s reputation

Could this be you?

To be successful in this role, you will have exceptional listening skills, with experience of providing excellent customer service in a high demand environment. You'll be skilled in handling telephone and email conversations sensitively and empathetically, as this role involves communicating with customers who may be distressed, confused or aggressive. You'll be resilient, proactive and have a good working knowledge of Microsoft Office (inc. Word, Excel, PowerPoint and Outlook) with the experience of using web-based resources and electronic systems.

Please note this is a hybrid role working out of our Contact centre in Manchester One day per week, with the rest of the time from home. Shortlisted candidates will be invited to a short screening call on Teams, followed by a panel interview at our Manchester rehoming centre.