Customer Support Centre Advisor

Customer Support Centre Advisor

Application Deadline: 18 July 2025

Department: Behaviour and Community Services

Employment Type: Permanent - Full Time

Location: Manchester

Compensation: £23,815 per year + benefits before probation £24,600 per year + benefits after probation

Description Do you have incredible customer service skills in a high demand environment? Do you have a true passion for animal welfare?

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? The successful candidate will have exceptional listening skills, with experience of providing excellent frontline customer services in a high demand environment.
You'll be skilled in controlling conversations effectively and sensitively including handling distressed, confused, and aggressive customers over the telephone and by email, and you'll be resilient, proactive and empathetic in dealing with interactions.
In addition, you'll have a good working knowledge of Microsoft Office (inc. Word, Excel, PowerPoint, Outlook) with the ability to use web-based resources and electronic systems.
What do we do? The Customer Support Centre is multi-channelled, with a mixture of inbound, outbound and email traffic which receives calls and emails for our network of rehoming centres in the UK. The Customer Support Centre also receives calls for several dedicated hotlines in the organisation along with making outbound post adoption support calls.