Overview
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 our supporters, members, adopters, customers and members of the public. 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
What does this role do?
As Customer Support Centre Advisor, you\'ll:
* respond to Dogs Trust customers, supporters, members, adopters and members of 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 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, uphold the organisation’s reputation
Shortlisted candidates will be invited to a short screening call, which will take place on Teams, in week commencing 17th November 2025. Candidates who are successful at this stage will be invited to a panel interview at our Customer Support Centre in Manchester, in week commencing 24th November 2025.
Qualifications & Skills
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.
About Dogs Trust
We love dogs. That\u2019s 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\u2019s what we\u2019ve been doing since 1891 and how we\u2019ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.
Apply & Hiring Process
To apply for this position please click the APPLY NOW button. Our application process requires you submit a personal statement explaining your interest and suitability for the role. We value diversity and strive to foster an inclusive culture. If you need adjustments, you can reach out at jobs@dogstrust.org.uk.
1. Applied
2. Review
3. Virtual screening call
4. Face to face interview
5. Hired
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