Customer Support Centre Advisor

Dogs Trust; Denton; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

Dogs Trust is seeking Customer Support Centre Advisors to be the main contact for a wide range of queries from supporters, adopters, customers and the public. The role involves handling inbound and outbound calls and multiple email channels from a Manchester-based hybrid contact centre.

You will listen actively, respond empathetically and follow set policies while maintaining KPIs and accurately recording interactions in our systems. This is a great chance to support a trusted dog charity.

Qualifications

• Exceptional listening skills and experience in high-demand customer service.
• Experience handling telephone and email conversations sensitively.
• Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook).
• Resilient, proactive and able to work in hybrid/home environment.

Responsibilities

• Respond to Dogs Trust customers, supporters, members, adopters and the public via calls and emails.
• Respond sensitively to all calls following set policies and guidelines.
• Identify customer needs using appropriate questioning techniques and respond accordingly.
• Achieve and maintain KPIs including average talk time, call/email quality and after-call work.
• Record all customer interactions on in-house systems accurately and in line with procedures.
• Act as an advocate for the Dogs Trust brand and uphold the organisation’s reputation.

Skills

Customer service

Active listening

Empathy

Resilience

Communication

Questioning techniques

Teamwork

Tools

Microsoft Office

Job 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?

• 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 two days 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.

About Dogs Trust

We love dogs. That’s why we do whatever we can to make sure every four-legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.