Caseworker Advisor

Our National Customer Service Centre in Sunderland are looking for caseworkers to join their friendly team With no late nights or weekends, you can expect a great work life balance

Every day, as one of our Caseworker Customer Services Advisors, you will be helping poorly pets get back on their paws by helping to raise vital funds.

You will be a first port of call and main point of contact for a variety of supporters, which will involve you in:

- Recruiting new supporters to the charity through fundraising activities and events.
- Supporting fundraisers in big events such as the London Marathon and the Great North Run.
- Building a genuine rapport with supporters, ensuring their buy-in to the PDSA values and ethos, with a view to maximising all income/revenue building opportunities.
- Steward relationships with existing supporters and fundraisers to ensure future participation and engagement.
- Handle complex queries and provide excellent first point of contact resolution wherever possible.
- Communicate effectively with members of the wider management team to help develop and streamline new and existing policies and procedures.
- Provide analysis and feedback on a variety of reporting systems.
- Fully investigate, resolve and respond to any complaints made within SLA.

**About you**

This is a fast-paced environment; you will receive full training and support to help you along your journey. All we ask is that you have:

- A true customer focus and a solutions-oriented outlook, along with a strong team ethic.
- A confident telephone manner, plus excellent communication and relationship building skills.
- Experience handling and resolving complaints. Making sure the voice of the supporter/client/customer are always heard by actively identifying root causes of concerns or complaints and capturing accurate information.
- A good level of organisation and planning skills so you own workload is managed effectively.
- A positive attitude and willingness to go that ‘extra mile’ to help our supporters.
- A proven ability to work towards targets and KPI’s, coupled with a good level of PC literacy.

**About PDSA**

As the UK’s leading veterinary charity, with 48 Pet Hospitals and over 380 Pet Practices, we strive to improve pets’ lives - through prevention, education and treatment. Every year our dedicated vet teams carry out 2.7 million treatments on 470,000 pets. Our national network of over 150 high street shops help us to provide these treatments through selling both donated and new goods.

We believe that we work better together, so everyone from our vets, volunteers, shop teams and to our office support colleagues - we are driven in our dedication and passionate about pets. Join us and help improve the lives of every pet.

PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunity for flexible working arrangements to support team members from different backgrounds.