Customer Service Agent

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Location:

Keynsham, Bristol (hybrid – working on site a minimum of 3 days per week)

Pet Drugs Online is one of the UK’s biggest and most trusted suppliers of affordable veterinary medicines and pet products. We are part of IVC, the UK and Europe’s largest veterinary group. Our aim is simple – to provide the very best for the nation’s pets and to give customers a fantastic experience.

The main purpose of this role is to contribute to a thriving Customer Service and Sales team by providing excellent customer services and meeting the needs of clients who need assistance. You will interact with our customers online, aiming to provide them with memorable first‑contact resolutions every day.

• Take inbound customer sales and service calls
• Liaise with company suppliers to arrange collections, deliveries, item repairs, correspondence and email management as needed
• Help customers register online and process their orders
• Communicate with customers about their orders, including any delays or changes in delivery
• Investigate and resolve customer complaints quickly and patiently
• Maintain thorough and accurate customer service records

• Shift pattern: 8:00 am – 4:30 pm or 8:45 am – 5:15 pm (alternating weekly)
• Saturdays: one in every three Saturdays

• Experience working in an omni‑channel centre
• Effective communication skills
• Problem‑solving skills
• Time‑management skills
• Experience managing own performance against KPIs
• Driven by results and the delivery of a quality service
• Ability to model our values and behaviours to customers
• Enjoy working within a fast‑paced environment and adaptable to changing priorities
• Supportive and approachable nature
• Competence to work unsupervised and collaboratively as part of a team

• 5 weeks holiday (increasing with service) plus bank holidays
• Paid day off on your birthday each year
• Discounts across most products and discounted veterinary fees within IVCE practices – up to 50% discount
• Bring your dog to work
• Company pension – Employee 5 % / Employer 3 %
• EAP and wellbeing programmes
• Family‑friendly policies
• Access to our rewards platform (discounts with a wide variety of retailers)
• Cycle to Work scheme
• Healthcare Cash Plan scheme
• Engagement activities
• Casual dress
• Company events
• Free parking / on‑site parking
• Referral programme
• Sick pay
• Store discount
• Work from home

Full‑time, permanent

Bristol BS31 2ED – you must be able to commute reliably or plan to relocate before starting work (required).