Inbound Customer Service Advisor

Make a difference every day with PDSA About Us 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: Handling written customer enquiries via email. 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,supportand benefits We’rereally passionateabout beinga great placeto 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,individualityand 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. 25 days’ holiday plus Bank Holidays Three paid special days off: Volunteering Day, CelebrationDayand 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,holidayand lifestyle discounts available through our staff Fetch benefits platform. Enhanced maternity,paternityand adoption leave to support you and your family. 10% discount on PDSA Pet Insurance plus access to staff veterinary services. 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 individualsare able tomake best use of their skills, free from dis