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- Tasks: Be the friendly voice of Dogs Trust, helping customers with their queries via calls and emails.
- Company: Join a passionate team at Dogs Trust, dedicated to animal welfare.
- Benefits: Starting salary of £23,815, rising after probation, plus hybrid work and benefits.
- Why this job: Make a difference in people's lives while supporting our furry friends.
- Qualifications: Exceptional listening skills and experience in customer service required.
- Other info: Dynamic role with opportunities for growth and development.
The predicted salary is between 23815 - 24600 £ per year.
Overview
Application Deadline: 30 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
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 two days per week, with the rest of the time from home.
What does this role do?
- 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 9th and 10th October 2025. Candidates who are successful at this stage will be invited to a panel interview at our Customer Support Centre in Manchester, on week commencing 20th October 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 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.
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.
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Customer Support Centre Advisor employer: Dogs Trust Company Limited
Contact Detail:
Dogs Trust Company Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Centre Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Dogs Trust. Understand their mission and values so you can show how you align with them during your chat.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate your thoughts clearly when it’s your turn to shine.
✨Tip Number 3
Show off your skills! Be ready to share specific examples from your past experiences that highlight your customer service skills. Think about times you’ve handled tough situations or gone above and beyond for a customer.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Support Centre Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Centre Advisor role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Skills: Don’t just list your skills; give us examples of how you've used them in real situations. Whether it’s handling a tricky customer call or using Microsoft Office, we love seeing how you’ve made an impact in previous roles.
Be Authentic: Let your personality shine through in your application! We’re looking for someone who can connect with our customers empathetically, so don’t be afraid to show us who you are and why you’re passionate about this role.
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 to make your application stand out!
How to prepare for a job interview at Dogs Trust Company Limited
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Support Centre Advisor role. Familiarise yourself with the key responsibilities and the types of queries you might handle. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Practice Empathy and Active Listening
Since this role involves dealing with customers who may be distressed or confused, practice your active listening skills. During the interview, showcase your ability to empathise with customers by sharing examples from your past experiences where you handled difficult situations with care and sensitivity.
✨Brush Up on Your Tech Skills
As you'll be using Microsoft Office and other electronic systems, make sure you're comfortable with these tools. You might be asked about your experience with them during the interview, so be ready to discuss how you've used these applications in previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle challenging customer interactions. Think of specific examples from your past work where you successfully resolved issues, and be prepared to explain your thought process and the outcome.
