Contact Centre Advisor

Description:

Cats Protection, the UK’s largest feline welfare charity, is seeking a Contact Centre Advisor to join their homebased team. This is an excellent opportunity to become part of a compassionate and mission-driven organization dedicated to improving the lives of cats and the people who care for them.

As a Contact Centre Advisor, you will be the first point of contact for a wide range of public inquiries received via phone, email, website, and social media. Your role will be crucial in delivering high-quality customer service that reflects the organization’s reputation for kindness and professionalism. The Contact Centre handles over 100,000 contacts annually, supporting both cats and their owners nationwide.

Key Responsibilities:

• Act as the first point of contact for the public reaching out to Cats Protection

• Provide accurate, courteous, and timely responses across multiple communication channels

• Uphold and strengthen the organization’s brand through consistent customer service excellence

• Handle challenging interactions and complaints effectively and professionally

• Ensure accurate records and documentation of communications

About the Team:
The Contact Centre team is part of the Marketing & Income Generation directorate. The department comprises 27 staff members dedicated to helping the public and promoting cat welfare through effective communication.

Requirements:

• Proven experience in a contact centre environment

• Proficiency across multiple customer service platforms: phone, email, social media, and live chat

• Excellent telephone manner and communication skills (verbal and written)

• Ability to manage difficult customer interactions and resolve issues empathetically

• Strong knowledge of Microsoft Office, especially Word, Excel, and Outlook

• Ability to work independently and perform accurately under pressure

Employment Details:

• Work Pattern: Full-time, 35 hours/week (Monday to Friday)

• Contract Type: Fixed-term until April 2026

• Location: Homebased (Remote)

• Interview Process: Includes anonymised application, video screening, and virtual interview (via Microsoft Teams)

• Application Deadline: 16th June 2025

• Interview Week: Week commencing 30th June 2025
  (Note: Early applications encouraged as the job posting may close before the deadline.)

Benefits:

• 26 days’ annual leave plus bank holidays (increases with service)

• Range of health and wellbeing benefits

• Financial wellness support via Salary Finance

• Opportunity to be part of a respected and impactful charity