Customer Support Centre Advisor

Dogs Trust; Manchester; Presencial; GBP 21 000 - 27 000; Tempo integral

Resumo da oferta

Dogs Trust in Manchester is recruiting Customer Support Centre Advisors to be the main point of contact for supporters, adopters and the public. This role handles inbound and outbound calls and multiple email channels, delivering friendly, high-quality care and following our policies and guidelines.

You will need exceptional listening skills, experience in fast-paced customer service, and a confident use of Microsoft Office.

Qualificações

• Experience in delivering excellent customer service in a fast-paced environment.
• Excellent listening and communication skills, with empathy for distressed customers.
• Ability to handle calls and emails across multiple channels efficiently.
• Proactive, resilient, and able to follow policies and guidelines.

Responsabilidades

• Respond to inquiries from supporters, adopters, customers and members of the public across calls and emails.
• Follow set policies, procedures and guidelines to ensure consistent, high-quality service.
• Identify customer needs through questioning and direct appropriate actions.
• Aim to meet KPIs such as average talk time and email quality.
• Accurately record interactions on in-house systems.
• Act as the voice of Dogs Trust and uphold the charity's reputation.

Conhecimentos

Customer service

Active listening

Multi-channel communication

Empathy

Problem solving

Ferramentas

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Descrição da oferta de emprego

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.

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.

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.

Organisation Dogs Trust View profile Registered Charity 501 - 1000. We're the dog charity. Helping dogs live happier, healthier lives since 1891, always there whenever they need us.