Inbound Customer Service Advisor

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

Make a difference every day with PDSA

Are you passionate about providing great customer service and making a real difference every day? At PDSA, we’re looking for an Inbound Customer Service Advisor to join our friendly and supportive team at our National Customer Service Centre.

As the first point of contact for our clients, supporters, volunteers and retail customers, you’ll deliver a first‑class experience, helping people with warmth, empathy and efficiency. You’ll handle a wide range of enquiries, from appointment bookings and donations to general information, always aiming to resolve queries on first contact.

Every conversation you have will help us continue our mission : keeping people and pets together when times are tough.

👉 Watch our story and discover what makes PDSA special

About the role

You’ll be based in Sunderland, at our National Customer Service Centre (NCSC), located just 600 metres from our local PDSA Pet Hospital.

Our centre has been running in its current form for nearly a decade and is home to a friendly team of 60 colleagues, a great mix of full‑ and part‑time team members who work together to deliver excellent service and results.

Over the years, the NCSC has evolved significantly, now handling a wide range of customer and supporter interactions. It’s an energetic, supportive environment where every conversation helps make a difference.

As an Inbound Customer Service Advisor, You will :

• Handle a variety of inbound calls and emails, providing friendly, accurate and helpful advice.
• Manage first‑line customer complaints with professionalism and care, aiming for quick, positive resolution.
• Promote PDSA products and services where appropriate, tailoring recommendations to customers’ needs.
• Accurately record customer data and process payments or refunds in line with standards.
• Meet personal and team targets (KPIs and SLAs) while maintaining high quality and compliance standards.
• Stay up to date with PDSA’s services, policies and fundraising initiatives.

We’re Seeking Someone with :

• Excellent listening and telephone communication skills.
• Empathy, patience and the ability to stay calm under pressure.
• Experience working in a customer service or contact centre environment.
• Confidence using computer systems and maintaining data accuracy.
• A proactive, positive attitude and commitment to delivering great service.
• (Desirable) Experience handling written or email enquiries and cross‑selling or lead generation.

What We Offer

We are really passionate about being a great place to work, where people feel connected with what we do and where they feel they can make a genuine difference. This commitment has resulted in us being rated as one of the top 25 big organisations to work for in the UK according to Best Companies survey.

In addition to being a great place to work, we offer a wide range of benefits, including :

• 25 days holiday plus bank holidays (rising with service), with option to buy / sell days.
• Special days off, including:
  • A paid Volunteering Day
  • A Celebration Day for something meaningful to you
  • A dedicated Wellbeing Day to focus on yourself
• Generous pension scheme – up to 10% employer contributions
• Free Life Assurance (4 x annual salary)
• Enhanced family leave (maternity, adoption & paternity)
• Retail, travel & leisure discounts through Fetch platform
• 15% discount on PDSA Pet Insurance plus access to staff vet services for pets

About PDSA

As the UK’s leading veterinary charity, with 49Pet Hospitals, we strive to improve pets’ lives – through prevention, education and treatment. Every year our dedicated vet teams carry out 2.7 million treatments on 470,000 pets. Our national network of around 120 high street shops help us to provide these treatments through selling both donated and new goods.

We believe that we work better together, so everyone from our vets, volunteers, shop teams and to our office support colleagues – we are driven in our dedication and passionate about pets. Join us and help improve the lives of every pet.

PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunity for flexible working arrangements to support team members from different backgrounds.

If you have any questions or concerns regarding accessibility, please contact your Recruiter Maria at and I will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.

We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.

The closing date for this vacancy may be brought forward should we receive sufficient candidates.