Customer Care Officer
- Field: Charities
- Deadline: 2026-03-30 04:03
- OX18 4PF, United Kingdom
Contract: Permanent, full time (35 hours per week)
Salary: £22,394 per annum
Location: Hybrid working, 2 days at Burford, OX18 4PF
Closing date: Wednesday 11th February 2026
Interview date: 23rd & 24th February 2026 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.
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today. In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are. Our generous benefits package includes:
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
To read more about the benefits Blue Cross has to offer, please visit the
