Inbound Customer Care Advisor - Meaningful Service & Impact

PDSA; Sunderland; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading veterinary charity in the UK is looking for an Inbound Customer Service Advisor to join their National Customer Service Centre in Sunderland. You will be the first point of contact, providing warm and efficient service to clients and supporters. Key responsibilities include managing inbound calls and emails, resolving complaints, and promoting services. Ideal candidates will have strong communication skills and experience in customer service. The role offers a supportive environment and various benefits.

Benefits

25 days holiday plus bank holidays

Paid Volunteering Day

Generous pension scheme

Free Life Assurance

Enhanced family leave

Retail, travel & leisure discounts

15% discount on PDSA Pet Insurance

Qualifications

• Experience working in a customer service or contact centre environment.
• Desirable: Experience handling written or email enquiries.

Responsibilities

• Handle a variety of inbound calls and emails, providing friendly, accurate advice.
• Manage first-line customer complaints with professionalism.
• Promote PDSA products and services tailored to customers’ needs.
• Accurately record customer data and process payments.
• Meet personal and team targets while maintaining standards.
• Stay up to date with PDSA’s services and policies.

Skills

Excellent listening and telephone communication skills

Empathy

Patience

Ability to stay calm under pressure

Confidence using computer systems

Proactive, positive attitude

Job description

A leading veterinary charity in the UK is looking for an Inbound Customer Service Advisor to join their National Customer Service Centre in Sunderland. You will be the first point of contact, providing warm and efficient service to clients and supporters. Key responsibilities include managing inbound calls and emails, resolving complaints, and promoting services. Ideal candidates will have strong communication skills and experience in customer service. The role offers a supportive environment and various benefits.