At a Glance
- Tasks: Assist customers via calls and emails, providing support and information about Dogs Trust.
- Company: Join Dogs Trust, a leading charity dedicated to animal welfare and rehoming dogs.
- Benefits: Enjoy a competitive salary, benefits package, and opportunities for career growth.
- Other info: Full-time position based in Manchester with a focus on empathy and resilience.
- Why this job: Make a real impact in animal welfare while developing your customer service skills in a supportive environment.
- Qualifications: Exceptional listening skills and experience in frontline customer service are essential.
The predicted salary is between 23815 - 24600 £ per year.
Customer Support Centre Advisor
Application Deadline: 30 August 2026
Department: Behaviour and Community Services
Employment Type: Permanent - Full Time
Location: Manchester
Compensation: £25,250 per year, plus benefits
Description
Do you have incredible customer service skills in a high demand environment and a passion for animals? 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?
- 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
Please note, this is a hybrid role working from Manchester rehoming centre two days per week, with the rest of the time from home. Shortlisted candidates will be invited to a short screening call on Teams, followed by a panel interview at our Manchester rehoming centre.
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. Please note this is a hybrid role working out of our Contact centre in Manchester.
Customer Support Centre Advisor in Manchester employer: Dogs Trust Company Limited
Join Dogs Trust as a Centre Manager in Shoreham by Sea, where your leadership will directly impact the welfare of dogs and their journey to forever homes. With a strong commitment to employee development, a supportive work culture, and the unique opportunity for on-site accommodation, this role offers a fulfilling career path in animal welfare. Enjoy competitive compensation, comprehensive benefits, and the chance to work alongside a passionate team dedicated to making a difference in the community.
Contact Details:
Dogs Trust Company Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Centre Advisor in Manchester
✨Tip Number 1
Familiarise yourself with Dogs Trust's mission and values. Understanding their commitment to animal welfare will help you connect with the brand and demonstrate your passion during any interactions.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios where you deal with distressed or confused customers can prepare you for the real thing.
✨Tip Number 3
Get comfortable with Microsoft Office and any relevant customer service software. Being proficient in these tools will not only boost your confidence but also show that you're ready to hit the ground running.
✨Tip Number 4
Network with current or former employees of Dogs Trust if possible. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Support Centre Advisor in Manchester
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the key responsibilities and skills required for the Customer Support Centre Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV:Ensure your CV showcases your customer service experience, particularly in high-demand environments. Use specific examples that demonstrate your listening skills, resilience, and ability to handle challenging situations.
Write a Strong Cover Letter:In your cover letter, express your passion for animal welfare and your motivation for applying. Highlight relevant experiences and explain how they have prepared you for this role, focusing on your communication skills and empathy.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a customer support role.
How to prepare for a job interview at Dogs Trust Company Limited
✨Showcase Your Customer Service Skills
Prepare to discuss specific examples of your previous customer service experiences. Highlight situations where you successfully handled difficult customers or resolved complex issues, as this role requires exceptional listening and communication skills.
✨Demonstrate Empathy and Resilience
Be ready to explain how you would handle distressed or aggressive customers. Use role-play scenarios to illustrate your ability to remain calm and empathetic under pressure, which is crucial for a Customer Support Centre Advisor.
✨Familiarise Yourself with the Organisation
Research Dogs Trust and its mission. Understanding their values and the importance of animal welfare will help you align your answers with their goals and demonstrate your passion for the role.
✨Prepare for Technical Questions
Since the role involves using Microsoft Office and other electronic systems, be prepared to discuss your proficiency with these tools. You might be asked about your experience with specific software or how you manage multiple communication channels effectively.
