Customer Service Advisor at Pets at Home (Remote)
Pets at Home is hiring a Customer Service Advisor (39 hours, 12-Week Fixed Term Contract – Remote) to join its support team. This role is suitable for candidates with experience in a Contact Centre or Customer Service environment, especially those comfortable handling Live Chat, emails, and phone inquiries simultaneously.
Excellent communication skills and a passion for providing outstanding customer experiences are essential. Join a well-loved UK pet care brand and make a difference from home.
About Pets at Home
Pets at Home focuses on understanding and caring for pets. They believe in the positive impact of pets—they lift spirits, provide companionship, and inspire compassion. The company’s team includes pet owners and professionals dedicated to pet and owner well-being. Their charitable foundation supports pets and their owners in need.
Pets at Home is a family united by a love for animals, committed to strengthening the bond between pets and owners.
Position: Customer Service Advisor
Salary: £24,761.88 annually
Job Type: Full Time
Location: Remote
About the Role
Contracted Hours: 39
Contract Type: Fixed Term
We aim to create the best pet care business, offering services from diet and grooming to veterinary care, all accessible from one source. We value pets and those who care for them, and seek experienced Customer Service Advisors to join us on a 12-week contract. You will handle various queries via Live Chat, Email, or Phone, with resilience being key. Experience with Live Chat, typically managing 2-3 chats simultaneously, is required. Flexibility to adapt to changing business needs is essential.
Shift Patterns:
Monday to Friday: 9am – 8pm
Early: 9am – 5.30pm
Mid: 10am – 6.30pm
Late: 11.30am – 8pm
Saturday: 9am – 7pm
Sunday: 9am – 6pm
Applicants must be able to work 2.5 weekend shifts out of 6, including two full weekends and either Saturday or Sunday.
Responsibilities
* Engage and build rapport with Customers via Live Chat, Social Media, or Telephone
* Provide excellent customer service in all interactions
* Answer inbound calls with knowledge of company processes
* Empathize, problem-solve, and resolve customer issues effectively
* Stay informed about new products, services, and policies
* Gather and report customer feedback to improve service
* Represent company values through interactions with customers and colleagues
* Meet KPIs and SLA targets
* Engage professionally, listening actively to customer concerns
* Support customers with solutions aligned to company policies
* Perform other duties as assigned
About You
* Experience in a Contact Centre or Customer Service environment is essential
* Proven ability to multitask with Live Chat, emails, and calls
* Confident communication skills
* Experience working towards targets and KPIs
* Computer literacy and ability to use multiple systems simultaneously
* Team-oriented mindset
* Decision-making skills
Pets value diversity and encourage all to apply, even if your experience doesn’t align perfectly but you can contribute through your values and behaviors. We may close vacancies early due to high application volume.
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