Customer Service Advisor – 16-30 hours per week
Part-time, Up to £18,225 pro rata per annum

Ref: 11917

Salary: Up to £18,225 pro rata per annum

Hours: Part-time

Contracted Hours: 16-30 hours per week

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


Customer Service Advisor – 16-30 hours per week

This is a fantastic opportunity to come and work for a company voted 5th in the Great Place to Work (Best Large Workplaces) awards 2018, and Number 15 in Europe in 2017! We have over 450 stores and over 310 Groom Rooms and are the UK's number one pet care business. Our business is fast-paced, innovative and fun and it's our people that make the difference.

Pets and Customers are at the heart of everything we do and this ensures they receive the great service they deserve. We’re looking for passionate people to join us and work in our fast paced Contact Centre, based at our Support Office in Handforth, where you will take many different types of calls and work hard to meet our customer’s needs. We are committed to making every interaction matter.

There is a requirement to be flexible and adapt to the ongoing changing business needs of the Contact Centre. In order to be successful in the role, you will be responsible for the following;

  • Engage and build rapport with customers either by telephone, letter, Live Chat or Social Media.
  • Deliver Excellent customer service to each and every customer we have interaction with
  • Answer inbound calls from customers
  • Stay up-to-date on new products, services, and policies
  • Collect and report customer feedback to ensure that best practice is recognised and maintained
  • 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

Key Skills;

  • Experience within a Contact Centre or Customer Service environment
  • Computer literate with the ability to multi task and use multiple systems at any one time
  • The ability to empathise with the customer to problem solve & provide the best possible resolution for the customer
  • An ability to work as part of a great team
  • Excellent communication skills

What you can expect from us in return;

  • Full ‘Step Up’ training programme in line with our stores
  • Opportunity for progression within the team inclusive of salary increases
  • Opportunity for Level 2 Apprenticeships in Customer Services
  • Nutrition training
  • Specialist training sessions – Small animal, reptile, aquatics etc.
  • Specially Qualified training programme (SQP)
  • Team leader development programme

The benefits;

  • Salary up to £18,225 pro rata per annum, plus bonus
  • 33 days pro rata paid annual leave (including bank holidays) rising to 36 days pro rata after two years of employment
  • Birthday Leave - 1 day extra leave to celebrate your Birthday!
  • The option to buy extra holidays
  • An extra days leave when you become a new pet parent (Dog/Cat/Horse)
  • Pension Scheme
  • Colleague Discount - 20% discount for you . This can be used in Pets at Home Stores, Groom Rooms, Companion Care Veterinary Services and Pet Plan Insurance!
  • “Treats” benefits- an online range of offers and discounts which are available exclusively to Pets at Home Colleagues
  • Life assurance
  • Contributory Private Health Care
  • Charity Leave- You are entitled to have one paid day’s leave each year to work for your favourite animal related charity.
  • Celebrating Special Occasions? You’ll get 1 extra week off and a gift to celebrate your wedding or civil partnership, and a gift from us if you are expecting or adopting a baby!
  • Free Car Parking
  • Free Gym
  • Colleague of the Month Awards
  • Cycle to Work Scheme

*If you haven't heard back from us within 2 weeks, please assume that unfortunately on this occasion your application has been unsuccessful*

Organisation: Pets at Home

Date Posted: 09-01-2020

Expiry Date: 31-05-2020