Customer Care Officer in Burford

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'll 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.

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 include:

• 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.

Blue Cross benefits:

Our people are the most important part of delivering our purpose. If it weren’t for their amazing efforts and commitment, we wouldn’t be able to make the difference that we do today. In return, we want to provide you with the best working environment we can. With a wide range of perks aimed at enhancing your life both inside and outside of work, you'll thrive in a supportive and rewarding environment.

Our generous benefits package includes:

• 38 days per year, increasing to 43 with service (including bank holidays). For part-time roles, holiday entitlement is calculated pro-rata.
• Pension scheme with enhanced employer contribution.
• Life assurance.
• Unlimited access to an employee assistance programme.
• Programmes for physical and mental wellbeing support.
• Free access to GP via MetLife.
• Recognition scheme.
• Annual volunteer days.
• Claim for professional fees.
• Charity worker discounts across a variety of retailers.

We want you to feel valued and supported throughout your career with us. For more details on our benefits and to see how we invest in our team, visit the 'Why Work for Us' page on our website.