At a Glance
- Tasks: Engage with clients and provide outstanding customer service through various channels.
- Company: Join the UK's leading Veterinary Charity dedicated to improving pet well-being.
- Benefits: Enjoy 25 days holiday, a Wellbeing Day, and generous pension schemes.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
- Why this job: Be part of a supportive team making a real difference in pets' lives.
- Qualifications: Experience in customer service and excellent communication skills are essential.
The predicted salary is between 19800 - 21200 £ per year.
Join us to help keep even more people and pets together when times are tough. For over a century, PDSA has provided vital veterinary care for the pets of people experiencing financial hardship.
We’re now on a journey to expand our reach and support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape the future of PDSA.
Together, we’ll build a stronger organisation and ensure our services continue to support those who need us most for the next hundred years.
If you’re ready to make a real difference and be part of a team creating positive change, we’d love to hear from you.
About the role
We’re looking for an Inbound Customer Service Advisor to join our friendly and supportive National Customer Service Centre (NCSC) in Sunderland.
You’ll be based just 600 metres from our PDSA Pet Hospital, working as part of a welcoming team of around 60 colleagues who are passionate about delivering exceptional service to our clients, supporters, volunteers and retail customers.
Our National Customer Service Centre has grown significantly over the last decade and now supports thousands of people every year through a wide variety of enquiries. It’s a fast-paced, rewarding environment where every conversation helps make a difference.
As an Inbound Customer Service Advisor, you’ll be the first point of contact for many of the people who rely on PDSA. You’ll provide a warm, professional and efficient service, ensuring every interaction reflects our values and supports our mission of keeping people and pets together when times are tough.
What you’ll be doing
- Handling a variety of inbound telephone calls and emails, providing accurate, friendly and helpful support.
- Managing first-line customer complaints professionally and empathetically, aiming to achieve a positive first-time resolution.
- Promoting PDSA products and services where appropriate by identifying customer needs and recommending suitable solutions.
- Accurately recording customer information and processing payments and refunds.
- Working towards individual and team performance targets, including KPIs and service levels, while maintaining excellent quality standards.
- Keeping your knowledge up to date with PDSA services, policies, campaigns and fundraising initiatives.
About you
You’ll enjoy helping people and be passionate about delivering outstanding customer service.
We’re looking for someone who is calm under pressure, enjoys speaking with a wide range of people and takes pride in resolving enquiries efficiently and compassionately.
You’ll have:
- Excellent communication and listening skills, with confidence speaking on the telephone.
- Experience working within a customer service or contact centre environment.
- Strong computer skills with excellent attention to detail when recording customer information.
- A positive, proactive approach and a genuine desire to provide exceptional customer service.
- The ability to show empathy and professionalism, particularly when dealing with sensitive or challenging conversations.
It would also be beneficial if you have experience of:
- Cross-selling, upselling or generating leads within a customer service environment.
Recruitment Process
As part of our recruitment process, shortlisted candidates will be invited to attend an in person assessment centre at our National Customer Service Centre in Sunderland, which is planned for the beginning/mid September 2026.
Rewards, support and benefits
We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.
As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including:
- Flexible working options to support your work-life balance and individual circumstances.
- Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
- Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
- Life assurance providing four times your annual salary for added peace of mind.
- AXA Health Employee Assistance Programme, with 24/7 wellbeing support
- Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
- Enhanced maternity, paternity and adoption leave to support you and your family.
- 10% discount on PDSA Pet Insurance plus access to staff veterinary services.
If you have any questions about the role or recruitment process, please contact Maria Bloor at bloor.maria@pdsa.org.uk
PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.
If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.
We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.
To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.
Customer Service Advisor (Inbound) in Sunderland employer: PDSA
PDSA is an exceptional employer for Registered Veterinary Nurses, offering a supportive and collaborative work environment in Leeds. With a strong focus on animal welfare, employees benefit from flexible working options, a generous CPD allowance, and numerous opportunities for professional growth, making it a fulfilling place to advance your veterinary career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Inbound) in Sunderland
✨Tip Number 1
Familiarise yourself with the values and mission of the organisation. Since this role is centred around delivering quality customer service for pets, showing your passion for animal welfare during any interactions can really set you apart.
✨Tip Number 2
Practice your verbal communication skills. Since you'll be handling inbound calls, being able to convey empathy and understanding in your tone will help you connect with customers and demonstrate your suitability for the role.
✨Tip Number 3
Prepare for potential scenarios you might encounter in the role. Think about how you would handle sensitive situations or difficult customers, as showcasing your problem-solving skills can impress during interviews.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and show that you're a great fit for the team.
We think you need these skills to ace Customer Service Advisor (Inbound) in Sunderland
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the key responsibilities and skills required for the Customer Service Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Communication Skills:Since excellent verbal and written communication skills are crucial for this role, ensure your CV and cover letter reflect your ability to communicate effectively. Use clear and concise language, and provide examples of how you've successfully handled customer interactions in the past.
Demonstrate Empathy and Problem-Solving:In your application, include specific examples that showcase your empathy and problem-solving abilities. Describe situations where you successfully resolved customer issues while maintaining a positive experience.
Personalise Your Application:Make your application stand out by infusing it with your personality. Share your passion for delivering quality customer service and how it aligns with the values of the organisation. This will help convey your enthusiasm for the role.
How to prepare for a job interview at PDSA
✨Show Your Passion for Pets
Make sure to express your genuine love for animals during the interview. Since the role is with a veterinary charity, demonstrating your passion for pet welfare will resonate well with the interviewers.
✨Demonstrate Empathy and Communication Skills
Prepare examples of how you've handled sensitive situations in the past. Highlight your ability to listen actively and respond with empathy, as these skills are crucial for a Customer Service Advisor.
✨Be Ready for Role-Playing Scenarios
Expect to engage in role-playing exercises where you might have to handle a mock customer call. Practise staying calm and solution-focused, as this will showcase your ability to manage real-life customer interactions.
✨Research the Organisation
Familiarise yourself with the charity's mission and values. Understanding their commitment to animal welfare and community service will help you align your answers with their goals during the interview.
