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- Tasks: Support clients and the public with empathy, handling enquiries and complaints professionally.
- Company: Join Blue Cross, a compassionate charity dedicated to animal welfare.
- Benefits: 38 days holiday, health support, pension scheme, and discounts for employees.
- Why this job: Make a real difference in people's lives while supporting animals in need.
- Qualifications: Customer service experience and excellent communication skills required.
- Other info: Hybrid working model with opportunities for personal development.
The predicted salary is between 22394 - 25000 £ per year.
Location: Burford
Compensation: £22,394 / year
Application Deadline: 11 February 2026
Department: Fundraising, Comms & Engagement
Contract: Permanent, full time (35 hours per week)
Location: Hybrid working, 2 days at Burford, OX18 4PF
Closing date: Wednesday 11th February 2026
Interview date: 23rd & 24th February 2026
Join Blue Cross as a Customer Care Officer and play a pivotal role in providing essential support and information to our supporters, clients, and the public. As the compassionate first point of contact, you will offer a listening ear, expert advice, and signposting services, ensuring that every interaction leaves a positive impact on those seeking assistance. This is a hybrid role with 2 days a week in our Burford office.
More about the role
In this role, you’ll provide advice, reassurance, and assistance to those in need of our services, with a particular emphasis on complaint management. Whether by phone, email, or other channels, you will ensure their concerns are addressed with empathy and professionalism.
Key responsibilities
- Handling complaints from service users with empathy, professionalism, and attention to detail.
- Documenting and investigating complaints and supporting timely resolutions.
- Responding in writing to enquiries and feedback across letters, email, and social media.
- Resolving enquiries and requests promptly, escalating complex issues where needed.
- Staying up to date with Blue Cross initiatives and campaigns to provide accurate information.
- Acting as a brand ambassador, promoting our mission and values in every interaction.
- Processing telephone donations accurately and compliantly.
- Supporting clients who may be distressed, both over the phone and face to face, with a calm, professional, and compassionate approach.
This role is pivotal in ensuring every interaction with Blue Cross leaves a positive impression, even when addressing concerns or complaints, and contributes to our mission of providing compassionate care to animals and their owners. This role is a full-time position (35 hours per week), working Monday to Friday, 9am to 5pm.
About you
You’ll bring excellent communication skills and the ability to engage with a wide variety of people in a busy environment. Resilient and adaptable, you’ll be comfortable handling sensitive and emotionally charged conversations while maintaining professionalism and compassion.
Knowledge, skills, and experience
- Customer service experience within a busy office or call centre environment.
- The ability to multi-task and demonstrable experience of responding to a high volume of telephone and email enquiries.
- A calm, confident telephone manner.
- Demonstrable resilience and experience of dealing with distressed and angry enquirers.
- Excellent keyboard skills, knowledge of Windows and MS Office and the ability to learn and navigate multiple IT systems.
- Experience of handling complaints.
- Excellent communication skills, both written and verbal.
- The ability to self-manage while working collaboratively as part of a team.
- The ability to demonstrate understanding and apply our Blue Cross values.
Desirable knowledge, skills, and experience
- An understanding of basic animal welfare.
- An understanding of confidentiality and the Data Protection Act.
- Experience working with CRM or ticketing systems.
- Previous experience of working in the charity/voluntary sector.
How to apply
Click the apply button below and complete the online application process before the closing date on Wednesday 11th February 2026.
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today. In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are. Our generous benefits package includes:
- Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays).
- Programmes for physical and mental wellbeing support.
- Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family.
- Health cash plan.
- Unlimited access to an employee assistance programme.
- Pension scheme with enhanced employer contribution.
- Professional fees paid with Continuing Professional Development and personal development support.
- Life assurance.
- 20% discount on Pet Plan pet insurance.
- Enhanced family friendly policies.
- Recognition scheme.
- Annual volunteer days.
- Charity worker discounts across a variety of retailers.
To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.
Customer Care Officer in Burford employer: Blue Cross UK
Contact Detail:
Blue Cross UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Officer in Burford
✨Tip Number 1
Get to know the company! Before your interview, dive into Blue Cross's mission and values. This will help you connect with the team and show that you're genuinely interested in being part of their compassionate community.
✨Tip Number 2
Practice makes perfect! Role-play common customer care scenarios with a friend or family member. This will help you feel more confident when handling sensitive conversations during the interview.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you've successfully managed complaints or provided exceptional customer service. This will demonstrate your skills and resilience.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Blue Cross team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Care Officer in Burford
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Care Officer role. We want to see how you can bring your unique touch to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction, be sure to demonstrate your excellent communication skills in your written application. Use clear and concise language to show us you can engage effectively with a variety of people.
Highlight Relevant Experience: Don’t forget to mention any customer service experience you have, especially in handling complaints. We’re looking for someone who can manage sensitive conversations with empathy and professionalism, so share those stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our amazing benefits!
How to prepare for a job interview at Blue Cross UK
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Care Officer role. Familiarise yourself with Blue Cross's mission and values, as well as their services. This will help you demonstrate your genuine interest and show how you can contribute to their goals.
✨Practice Empathy in Your Responses
Given the nature of the role, it's crucial to showcase your ability to handle sensitive conversations. Prepare examples from your past experiences where you've successfully managed complaints or provided support to distressed individuals. This will highlight your empathy and professionalism.
✨Brush Up on Communication Skills
As a Customer Care Officer, excellent communication is key. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to refine your verbal and written communication skills, ensuring you come across as calm and composed.
✨Familiarise Yourself with IT Systems
Since the role involves navigating multiple IT systems, it’s beneficial to brush up on your keyboard skills and knowledge of CRM or ticketing systems. If you have experience with similar tools, be ready to discuss how you used them effectively in previous roles.
