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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 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.
Application Deadline: November 07, 2025
Department: Behaviour and Community Services
Employment Type: Permanent - Full Time
Location: Manchester
Workplace type: Hybrid
Compensation: £23,815 per year (rising to £24,600 per year after probation) + benefits
Responsibilities
- Respond to Dogs Trust customers, supporters, members, adopters and the public via multiple channels including 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 in line with agreed standards and procedures.
- Act as an advocate for the Dogs Trust brand and always uphold the organisation’s reputation.
Qualifications
- Exceptional listening skills and experience of providing excellent customer service in a high‑demand environment.
- Skill in handling telephone and email conversations sensitively and empathetically, especially with customers who may be distressed, confused or aggressive.
- Resilient, proactive and good working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) and experience using web-based resources and electronic systems.
- Strong communication and problem‑solving skills.
About Dogs Trust
We love dogs. That’s why we do whatever we can to make sure every four‑legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.
Application Process
Shortlisted candidates will be invited to a short screening call on Teams, week commencing 17th November 2025. Successful candidates will then be invited to a panel interview at our Customer Support Centre in Manchester, week commencing 24th November 2025.
We Encourage Diversity
Dogs Trust is committed to fostering an inclusive culture. We actively encourage applications from people of all backgrounds, abilities and cultures and are happy to accommodate reasonable adjustments throughout the recruitment process. If you need assistance, please contact jobs@dogstrust.org.uk.
