Job Description
Responsible for:
Income and customer growth through handling high volume inbound/ outbound enquiries within the Customer Services Centre.
Job Requirements
Knowledge and experience
* Experience of delivering a broad range of products and services including sales promotion.
* Experience of supporting customers using web related services.
* Experience of using bespoke CRM/data base systems.
* Knowledge of Microsoft products.
* Excellent organisational skills and time management.
* Effective questioning and listening skills.
* Experience of working to OKR's and targets.
* To be able to effectively resolve conflicts and complaints.
* To be able to communicate effectively and present in a professional manner.
* Ability to interpret and work with rules and regulations, (including formal i.e. GDPR, ISO,PCI)
* Excellent problem-solver, naturally solution minded.
Job Responsibilities
Accountabilities and deliverables
* Accurately capturing and amending data relating to services and products within the required deadlines and standards.
* Validating data in accordance with The Royal Kennel Club rules, regulations and processes.
* Delivering excellent customer service through call handling, webchat, face-to-face and written communication.
* Promoting relevant services and products during the enquiry handling process allowing customers to make informed decisions.
* Dealing-with customer complaints effectively.
* Maintaining continuous professional development(CPD).
* Partaking in the departments continued development by being forward thinking and future focused.
* Ensuring compliance with GDPR, PCIDSS, ISO9001 and ISO27001 (if applicable) in all work undertaken.
* Transferring all non-related registration enquiries internally to the relevant department.
* Providing support and guidance on the use of the Royal Kennel Club website and other online services.
* Capturing relevant customer feedback and ensuring it is channeled correctly.
Job Benefits
* 25 days annual leave, increasing up to 30 days, in addition to statutory holidays. Staff may also receive additional days for any approved business closure days over the festive period in December
* Option to buy up to five days of annual leave per year
* Employer pension contributions double the percentage of your plan earnings, up to 8%
* Life assurance equivalent to three times your basic salary (two times your basic salary for non-pension scheme members)
* Enhanced maternity, paternity and adoption pay
* Lifestyle discounts via our EAP and healthcare cashback programme
* Discounts on Royal Kennel Club products and services
* 4X Complimentary staff tickets to Crufts and Discover Dogs
* Healthcare cashback programme with a fixed contribution paid for by the Royal Kennel Club
* Free eye tests with a voucher towards the cost of your spectacles
* Financial support for professional and vocational qualifications, with five days' study leave provided
Closing date: 29 April 2026