The Role
Respond to customer, supporter, adopter, and public enquiries through calls and email. Provide sensitive, empathetic, policy-compliant service; identify customer needs; meet contact-centre KPIs; accurately record interactions in internal systems; and represent the Dogs Trust brand. The role requires resilience, excellent listening and communication skills, and the ability to handle distressed, confused, or aggressive individuals in a hybrid Manchester-based environment.
Summary Generated by Built In
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.
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
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 One day 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.
Please note this is a hybrid role working out of our Contact centre in Manchester One day 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
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.
Skills Required
- Exceptional listening and customer service skills
- Experience providing excellent customer service in a high-demand environment
- Experience handling telephone and email conversations sensitively and empathetically
- Ability to communicate with distressed, confused, or aggressive customers
- Resilience and proactive working style
- Working knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook
- Experience using web-based resources and electronic systems
- Ability to work from the Manchester contact centre one day per week
Am I A Good Fit?
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The Company
What We Do
Dogs Trust is the UK's largest dog welfare charity, founded in 1891. Their mission is to ensure a better life for every dog by providing rehoming services, veterinary care, behaviour support, and education. Powered by a dedicated community of staff and volunteers, they work tirelessly to improve the lives of dogs across the UK and internationally, campaigning for better treatment and ensuring every dog receives the care and love they deserve.
