Job Description

Team:

Contact Centre

Location:

Homebased

Work pattern:

35 hours per week (Monday-Friday)

Salary:

27,466.16 per annum

Contract:

Permanent


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 and much more, which you can learn about

here

Interested? Here's how to apply:

Application closing date:

1st September 2025

Virtual interview date:

Mid/Late September 2026

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