Customer Care Officer
Blue Cross UK
full-time
Posted on:
Location Type: Hybrid
Location: Burford • United Kingdom
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Salary
💰 £22,394 per year
About the role
- 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.
Requirements
- 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
- 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
Benefits
- Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
- Programmes for physical and mental wellbeing support
- Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
- Health cash plan
- Unlimited access to an employee assistance programme
- Pension scheme with enhanced employer contribution
- Professional fees paid with Continuing Professional Development and personal development support.
- Life assurance
- 20% discount on Pet Plan pet insurance
- Enhanced family friendly policies
- Recognition scheme
- Annual volunteer days
- Charity worker discounts across a variety of retailers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service experiencehandling complaintskeyboard skillsknowledge of WindowsMS Officemulti-taskingexperience with CRM systemsexperience with ticketing systemsunderstanding of Data Protection Actunderstanding of animal welfare
Soft Skills
empathyprofessionalismattention to detailcalm telephone mannerresilienceexcellent communication skillsself-managementcollaborationcompassionbrand ambassador