Customer Service Advisor

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.

We're looking for an enthusiastic and confident Outbound 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 activities. It's a fast-paced, rewarding environment where every conversation helps make a difference.

As an Outbound Customer Service Advisor, you’ll take a proactive approach to engaging with our clients, supporters, retail customers and members of the public, building positive relationships and promoting PDSA's products, services and campaigns.

You’ll play an important role in helping us achieve our financial and operational campaign goals, combining excellent customer service with the confidence and enthusiasm to work towards individual and team targets.

Whether you’re introducing someone to a PDSA service or encouraging support for our work, you’ll make every conversation count.

• Making outbound telephone calls to clients, supporters, retail customers and members of the public, delivering a friendly, professional and engaging experience.

• Promoting PDSA products, services and campaigns, communicating their benefits clearly and confidently.

• Building positive relationships, actively listening to customer needs and tailoring conversations to encourage engagement.

• Working towards individual and team performance targets, including KPIs and campaign objectives, while maintaining excellent quality standards.

• Handling questions and concerns professionally, using your communication skills to build trust and confidence.

• Accurately recording customer information and updating relevant systems following each interaction.

• Keeping your knowledge up to date with PDSA services, products and campaigns to ensure accurate and consistent information is shared.

• Working collaboratively with colleagues to support campaign performance, share ideas and continuously improve the customer experience.

You’ll be someone who genuinely enjoys speaking with people, building relationships and making a positive impression.

We're looking for a confident, enthusiastic communicator who brings energy to conversations, enjoys working towards targets and takes pride in delivering an excellent customer experience.

You’ll have:

• Excellent verbal communication and listening skills, with the confidence to engage people over the telephone.

• A positive, proactive attitude and the ability to build rapport with a wide range of people.

• The motivation and determination to achieve individual and team targets.

• Strong computer skills and excellent attention to detail when recording customer information.

• The ability to handle objections or…