Work pattern: 18 hours per week (Wednesday 9-1, Thursday 9-5 & Friday 9-5)

Salary: £14,125.45 per annum

Contract: Fixed term until 30th June 2026

We are the UK’s largest cat welfare charity. All over the country, our passionate employees, volunteers and supporters are using their kindness and expertise to make life better for millions of cats and the people who care for them.

Will you join us and make life better for cats?

Responsibilities of our Contact Centre Advisor:

As Contact Centre Advisor you will be the first port of call for enquiries coming into the Contact Centre from members of the public

Through our various contact channels, you will provide accurate advice and information, ensuring members of the public receive a prompt, professional and courteous service that underpins and enhances Cat Protection brand and reputation

About the Contact Centre team:

We sit within the Marketing & Income Generation directorate

The Contact Centre team is responsible for answering queries from members of the public through our multiple contact channels; telephone, email, website and social media. On average, the Contact Centre responds to over 100,000 contacts each year, helping thousands of cats, their owners and members of the public. We aspire to provide great customer service to all those who contact us.

We currently have a team of 27

What we’re looking for in our Contact Centre Advisor:

Strong experience in a contact centre

Experience of working across multiple communication channels including calls, emails, social media and chat functions

Excellent telephone manner with superior listening, verbal, and written communication skills

Experience of handling difficult customer interactions and resolving complaints

Strong Microsoft Office experience including Word, Excel and Outlook

Able to work on own initiative, accurately and under pressure

What we can offer you:

range of health benefits

26 days’ annual leave plus bank holidays, increasing with length of service

Salary Finance, which empowers you to take control of your financial wellbeing

Applications may close before the deadline, so please apply early to avoid disappointment. Please note, applications received after the closing date may not be responded to.

If you’re enthusiastic about this opportunity but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway and demonstrate how your experience is transferrable. You may be just the right candidate.

If successful, your recruitment journey will include:

1. Anonymised application form

2. Video screening round (depending on suitable applications)

3. Virtual interview via Microsoft Teams

Please note, the process may change slightly dependent on application numbers. We will inform you of any relevant changes.

Please email recruitment@cats.org.uk if you require any adjustments to be made for you to complete your application or to participate in the recruitment journey

We operate a bias-free application process in our commitment to equity, diversity and inclusion. To assess your application quickly, fairly and objectively, please fully complete the qualifications and work history sections of our online application form.

Redacted CVs may be accepted by exception.

We believe being an inclusive, diverse organisation - where we welcome diversity of thought, value individuals' experience and can reach and partner all areas of society - is crucial if we're to help more cats. Our ambition is to work together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity.

There’s a place for everyone at Cats Protection and we encourage applications from talented people across all communities.

Cats Protection is committed to safeguarding children and adults at risk and protecting anyone that comes into contact with us from harm. We expect all employees and volunteers to share this commitment. You may be subject to a criminal record check if required for the role.

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Cookies are provided by all websites you visit. They are small pieces of information that software on a visitor's device (for example a web browser) can store and send them back to the website next time you visit to serve you with content and advertising that we think you will find interesting. They are a specific technology used to make websites work more efficiently for visitors and to provide the owners of the site information as to why and how their website is being visited to help further development and improve our content and services.

You are in control of what we do with your personal data. You can choose whether or not to allow certain types of cookies by selecting the different category headings within this Cookie tool, although blocking some may impact your experience and reduce some of the services we have to offer.

Please note that some processing of your personal data may not require your consent and it is your right to object to such processing which you can do via the link to our Cookie Policy.

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