Customer Support Centre Advisor

Customer Support Centre Advisor

Application Deadline: 1 September 2025

Department: Behaviour and Community Services

Employment Type: Permanent - Full Time

Location: Manchester

Compensation: £23,815 per year (rising to £24,600 per year after probation) + benefits

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.

Please note, this is a hybrid role working from Manchester Rehoming Centre 2 days per week.
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

Shortlisted candidates will be invited to a short screening call, which will take place on Teams, on week commencing 8th September 2025. Candidates who are successful at this round will be invited to a panel interview at our Customer Support Centre in Manchester, on week commencing 15th September 2025.
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 havea good working knowledge of Microsoft Office (inc. Word, Excel, PowerPoint and Outlook) with the experience of using web-based resources and electronic systems.
What do we do? The Customer Support Centre is multi-channelled, with a mixture of inbound and outbound traffic, including 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.