Outbound Customer Service Advisor

PDSA; Sunderland; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading veterinary charity in the UK is seeking Outbound Customer Service Advisors to engage with customers and promote new products. You will handle outbound calls and need strong verbal communication skills. The role offers a 35-hour work week, generous holiday, and pension schemes. Ideal candidates will have a positive attitude and enjoy meeting targets. Full training and support will be provided to help you succeed.

Benefits

Generous pension scheme

25 days holiday

Paid Volunteering Day

Life Assurance policy

Online Wellbeing Centre

Qualifications

• Experience in an outbound customer service environment is desirable.
• Positive and hardworking attitude is essential.
• Ability to build rapport with customers.

Responsibilities

• Handle a wide range of outbound calls to supporters and clients.
• Meet targets and KPIs while delivering customer service.
• Inspire and engage customers about new products and services.

Skills

Customer engagement

Verbal communication

Listening skills

Job description

Do you thrive on engaging with people, bringing energy to every conversation, and delivering outstanding service? If that sounds like you, we’d love to welcome you to our team.

This role offers the chance to make a real impact, bringing value to our customers through the enthusiastic promotion of new products and services, while helping improve the lives of people and their pets.

As the UK’s leading veterinary charity, we rely on public support to care for sick and injured pets.

What we’re looking for

• Positive, confident, and hardworking individuals with a fun, upbeat attitude
• Team players who are enthusiastic, professional, and driven to achieve targets
• People with a natural talent for making customers feel valued and appreciated
• Strong communicators who can build rapport and let their personality shine
• Individuals who thrive in a supportive and unique customer service centre environment

About the role

We’re recruiting Outbound Customer Service Advisors who enjoy variety and are passionate about meeting their own targets and KPIs while delivering an outstanding customer experience.

Our team handles a wide range of outbound calls to supporters, clients, retail customers, and the general public. You’ll inspire and engage customers while helping us achieve financial and operational campaign goals.

From day one, you’ll feel the camaraderie and team spirit that makes PDSA such a special place to work.

What we offer

• 35‑hour working week (Monday–Friday with hours varying between 9am–8pm)
• 25 days holiday (excluding Bank Holidays), with the option to buy or sell up to 5 days per year
• Special days off:
  • A paid Volunteering Day
  • A Celebration Day for something personally meaningful to you
  • A dedicated Wellbeing Day to focus on yourself
• Generous pension schemes: Auto‑Enrolment and / or Contributory, starting at an enhanced 5% contribution and rising up to 10%
• Life Assurance policy (4x annual salary)
• Employee Assistance Programme and Online Wellbeing Centre, available 24 / 7 for confidential professional support
• Wide range of discounts on retail, holidays, and more via our fetch platform
• Excellent career development opportunities
• Sports and social groups
• Free car parking

You’ll bring

• A love of talking to people and the ability to bring PDSA to life
• Strong listening and engagement skills
• Excellent verbal communication
• Experience in an outbound customer service environment would be desirable

Drive, passion, and determination to succeed

We’ll provide full training and ongoing support to help you thrive and achieve your goals.

About PDSA

As the UK’s leading veterinary charity, with 48 Pet Hospitals and over 380 Pet Practices, 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 over 150 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.

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

PDSA is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender re‑assignment, religion or belief, marital status, or pregnancy and maternity.

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 us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.