Job Description
Join Blue Cross as a Customer Care Officer and play a pivotal role in providing essential support and information to our supporters, clients, and the public.
As the compassionate first point of contact, you'll offer a listening ear, expert advice, and signposting services, ensuring that every interaction leaves a positive impact on those seeking assistance. This is a hybrid role with 2 days a week in our Burford office.
More about the role
In this role, you ll provide advice, reassurance, and assistance to those in need of our services, with a particular emphasis on complaint management. Whether by phone, email, or other channels, you will ensure their concerns are addressed with empathy and professionalism.
Key responsibilities include:
Handling complaints from service users with empathy, professionalism, and attention to detail.
Documenting and investigating complaints and supporting timely resolutions.
Responding in writing to enquiries and feedback across letters, email, and social media.
Resolving enquiries and requests promptly, escalating complex issues where needed.
Staying up to date with Blue Cross initiatives and campaigns to provide accurate information.
Acting as a brand ambassador, promoting our mission and values in every interaction.
Processing telephone donations accurately and compliantly.
Supporting clients who may be distressed, both over the phone and face to face, with a calm, professional, and compassionate approach.
This role is pivotal in ensuring every interaction with Blue Cross leaves a positive impression, even when addressing concerns or complaints, and contributes to our mission of providing compassionate care to animals and their owners.
This role is a full-time position (35 hours per week), working Monday to Friday, 9am to 5pm.
About you
You ll bring excellent communication skills and the ability to engage with a wide variety of people in a busy environment. Resilient and adaptable, you ll be comfortable handling sensitive and emotionally charged conversations while maintaining professionalism and compassion.
Knowledge, skills, and experience
Customer service experience within a busy office or call centre environment
The ability to multi-task and demonstrable experience of responding to a high volume of telephone and email enquiries
A calm, confident telephone manner
Demonstrable resilience and experience of dealing with distressed and angry enquirers
Excellent keyboard skills, knowledge of Windows and MS Office and the ability to learn and navigate multiple IT systems
Experience of handling complaints
Excellent communication skills, both written and verbal
The ability to self-manage while working collaboratively as part of a team
The ability to demonstrate understand and apply our Blue Cross values
Desirable knowledge, skills, and experience
An understanding of basic animal welfare
An understanding of confidentiality and the Data Protection Act
Experience working with CRM or ticketing systems
Previous experience of working in the charity/voluntary sector
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it weren t for their amazing efforts and commitment, we wouldn t be able to make the difference that we do today. In return, we want to provide you with the best working environment we can.
With a wide range of perks aimed at enhancing your life both inside and outside of work, you'll
thrive in a supportive and rewarding environment.
Our generous benefits package includes:
38 days per year, increasing to 43 with service (including bank holidays). For part-time roles, holiday entitlement is calculated pro-rata.
Pension scheme with enhanced employer contribution
Life assurance
Unlimited access to an employee assistance programme
Programmes for physical and mental wellbeing support
Free access to GP via MetLife
Recognition scheme
Annual volunteer days
Claim for professional fees
Charity worker discounts across a variety of retailers.
We want you to feel valued and supported throughout your career with us. For more details on our benefits and to see how we invest in our team, visit the 'Why Work for Us' page on our website.
