Join Blue Cross as a Customer Care Officer and play a pivotal role in providing essential support and information to our supporters, clients, and the public.
As the compassionate first point of contact, you’ll offer a listening ear, expert advice, and signposting services, ensuring that every interaction leaves a positive impact on those seeking assistance. This is a hybrid role with 2 days a week in our Burford office.
More about the role
In this role, you’ll provide advice, reassurance, and assistance to those in need of our services, with a particular emphasis on complaint management. Whether by phone, email, or other channels, you will ensure their concerns are addressed with empathy and professionalism.
Key responsibilities include:
• 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.
This role is pivotal in ensuring every interaction with Blue Cross leaves a positive impression, even when addressing concerns or complaints, and contributes to our mission of providing compassionate care to animals and their owners.
This role is a full-time position (35 hours per week), working Monday to Friday, 9am to 5pm.
About you
You’ll bring excellent communication skills and the ability to engage with a wide variety of people in a busy environment. Resilient and adaptable, you’ll be comfortable handling sensitive and emotionally charged conversations while maintaining professionalism and compassion.
Knowledge, skills, and experience
• 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
Desirable knowledge, skills, and experience
• 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
How to apply
Click the apply button below and complete the online application process before the closing date on Wednesday 11th February 2026.
