Location: Homebased
Work pattern: Monday to Friday, 9am - 5pm
Salary: Up to £28,454.94 per annum
Contract: Fixed term until 30th June 2027
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
- 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
- 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
- 26 days’ annual leave plus bank holidays, increasing with service
- A competitive contributory pension scheme and life assurance for peace of mind
- Health and wellbeing support to help you stay well while working remotely
- Flexible working options to support a healthy work-life balance
- Financial wellbeing support, including access to Salary Finance
- Additional support such as eye care vouchers and confidential employee advice services
- Access to discounted pet insurance to help care for your pet’s health
- and much more, which you can learn about here
Application closing date: 9th November 2026
Virtual interview date: Week commencing 23rd November 2026
We anticipate a lot of interest in this role therefore applications may close before the deadline, please apply early to avoid disappointment. Please note, applications received after the closing date may not be responded to.
If successful, your recruitment journey will include:
- Anonymised application form
- Video screening round (depending on suitable applications)
- Virtual interview via Microsoft Teams
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