Pets at Home is looking for a dedicated Customer Service Advisor to join their team on a 12-week fixed-term contract (FTC). This remote role offers 30 hours per week, with a salary of £19,047.60 per annum. The ideal candidate will have prior experience in a Contact Centre or Customer Service environment and be comfortable handling multiple tasks, including Live Chat, emails, and phone calls.
As a Customer Service Advisor at Pets at Home, you will be responsible for providing excellent support to customers, addressing their queries, and ensuring a positive experience. Strong communication skills and the ability to multi-task effectively in a fast-paced environment are essential for success in this role.
If you have a passion for delivering exceptional customer service and thrive in a dynamic setting, apply now to join a team that truly cares about pets and their owners.
About Pets at Home
At Pets at Home, everything is centered around understanding and caring for pets. The company believes in the power of pets and recognizes how amazing they are. When individuals feel down, pets lift their spirits; when they experience loneliness, pets provide companionship; and when they need a friend, pets are there to listen.
Pets contribute to improved health, increased life expectancy, and lowered blood pressure. They inspire thought and compassion.
Because pets are the best, they deserve the best. The trusted retail colleagues at Pets at Home are dedicated to giving pets and their owners exactly what they need. The Vets4Pets colleagues act as their voice when pets can’t communicate their needs. The pet groomers help pets look and feel their best. The company’s charitable foundation supports pets and their people in need.
Pets at Home is a unified family, united by a shared love for the animals that shape who we are. Understanding the deep bond between pet and owner, many of the team are pet owners themselves, committed to strengthening that bond.
Position: Customer Service Advisor
Salary: £19,047.60 – £19,047.60 per annum
Job Type: Part Time
Location: Remote
About the Role
We’re on a mission to create the best pet care business in the world. And that means offering a whole ecosystem of services – from diet and lifestyle to grooming and veterinary care. All from one convenient, accessible source. We believe in the power of pets. They make us think and they make us care. And because they give us their best, we’re looking for people to help us to give them ours. And that’s where you come in.
Pets and Customers are at the heart of everything we do and we’re looking for experienced Customer Service Advisors to join us on a 12-week Fixed Term Contract. Working in our Customer Services team, you will deal with different types of queries daily, to meet our Customer’s needs, so resilience is key in this role. We are committed to making every interaction matter, whether that be via Live Chat, Email or Phone. Previous experience working on Live Chat is a must for this role, typically handling 2-3 chats at a time. There is a requirement to be flexible and adapt to the ongoing changing business needs of the Customer Services Team.
Shift Patterns:
Monday to Friday: 9am – 8pm
Early: 9am – 5.30pm
Middle: 10am – 6.30pm
Late: 11.30am – 8pm
Weekends:
Saturday: 9am – 7pm
Sunday: 9am – 6pm
Applicants must be able to work a 2.5 (two full weekends, and either Saturday or Sunday) weekend shifts out of 6
Responsibilities
- Engage and build rapport with Customers either by Live Chat, Social Media or Telephone
- Deliver Excellent customer service to each and every Customer we have interaction with
- Answer inbound calls from stores and Customers through great understanding and knowledge of our processes
- The ability to empathise with the Customer to problem solve & provide the best possible resolution for the Customer
- Stay up-to-date on new products, services, and policies
- Collect and report Customer feedback to ensure that best practice is recognised and maintained
- The ability to bring our values to life through our interactions with customers and colleagues
- Achieve company and individual Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
- Engage with Customers in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company’s Customer service policies
- Other duties as requested
Requirements:
- Experience within a Contact Centre or Customer Service environment is vital for this role
- Previous experience multi-tasking working with Live Chat, emails, and phones
- Excellent communication skills
- Confident communicating to our Customer’s
- Previous experience working towards targets & KPI’s
- Computer literate with the ability to multitask and use multiple systems at any one time
- An ability to work as part of a great team
- Engage with Customers and Colleagues alike in a friendly and professional manner while actively listening to their concerns
- Proven ability of decision-making skills
- Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
Please note that we reserve the right to close a vacancy before the closing date due to the large volume of applications that we may receive
Required Documents
- CV/Resume
- Cover Letter
Application Process
To apply for this exciting remote role, please visit the official website
Application Deadline
April 8, 2025