Contract: Permanent, hybrid, 35 hours per week
Salary: £22,394
Location: Bury M26 2UH
Closing date: 26/01/2026
Interview date: 04/02/2026
We are recruiting for a Customer Support Representative at our call hub in Manchester. Be the compassionate voice that helps pets in crisis, join our team and become the vital link between worried owners and the life-saving care their animals need.
About the role
As a Customer Support Representative, you will act as the compassionate gateway to our services, connecting worried pet owners with the life-saving care they need. You will be the first point of contact via telephone, email, and webchat, helping to triage cases to ensure that animal welfare is always prioritised.
Your day will be fast-paced and varied. You will gather key information to help prioritise the most urgent cases, working closely with our Veterinary Surgeons and Nurses to ensure critical animals are seen quickly. Alongside this, you will manage the essential administration that keeps our hubs running, booking appointments, processing payments, and ensuring every conversation is accurately recorded on our database.
This role requires both efficiency and heart. You will often speak to owners who are distressed or facing financial hardship, so the ability to listen without judgement is vital. By delivering exceptional customer service with empathy and composure, you will ensure every client feels supported during what can be a stressful time.
Initially you will be office based. Once you have completed your training period you will be able to work a hybrid pattern consisting of 3 days in the office and 2 days working from home.
Working Hours:
The Blue Cross veterinary services call hub operate six days a week, Monday to Friday (08:00-18:30) and Saturday (09:00-17:00). All Veterinary Services Call Handlers work on a rota basis, which includes coverage on Saturdays and bank holidays. On rare occasions, due to the nature of the work at Blue Cross and the requirements of this role, there may be a need to extend working hours to accommodate increased workload demands.
About you:
You are a resilient and empathetic communicator who genuinely wants to help people and their pets. Because our clients are often facing financial hardship or emotional distress, you have the ability to listen without judgement, remaining calm and professional even in challenging conversations. You need to be comfortable working on your own as well as collaboratively.
We are looking for someone who is reliable, efficient, and proactive. You will be comfortable working in a collaborative team environment, ready to adapt to the changing needs of a busy veterinary hub. You don't just follow a script; you use your problem-solving skills and initiative to find the best outcome for both the pet and the owner.
Essential Qualifications, Skills, and Experience
* Excellent communication skills, both verbal and written.
* A good level of IT literacy with the ability to learn new systems.
* Ability to remain calm under pressure.
* Strong problem-solving skills.
* Ability to demonstrate understanding and application of Blue Cross values.
* A good level of resilience
Desirable Qualifications, Skills, and Experience
* Experience in handling challenging customer situations with empathy and composure.
* Experience of call handling in a work environment, such as a call centre.
* Proven track record of providing exceptional customer service.
* Knowledge of using CRM/database systems.
* Familiarity with the charity and voluntary sector.
How to apply
Click the apply button below and complete the online application process before the closing date on Monday 26th January 2026. As part of the interview process, you'll participate in a competency-based interview, a phone simulation exercise, and have the chance to shadow a team member to get a firsthand look at the role.
We reserve the right to close this vacancy early should we receive an overwhelming response.
Please note, internally this role is known as a Veterinary Services Call Handler.
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it weren’t for their amazing efforts and commitment, we wouldn’t be able to make the difference that we do today. In return, we want to provide you with the best working environment we can.
With a wide range of perks aimed at enhancing your life both inside and outside of work, you'll
thrive in a supportive and rewarding environment.
Our generous benefits package includes:
* 38 days per year, increasing to 43 with service (including bank holidays). For part-time roles, holiday entitlement is calculated pro-rata.
* Pension scheme with enhanced employer contribution
* Life assurance
* Unlimited access to an employee assistance programme
* Programmes for physical and mental wellbeing support
* Free access to GP via MetLife
* Recognition scheme
* Annual volunteer days
* Claim for professional fees
* Charity worker discounts across a variety of retailers.
We want you to feel valued and supported throughout your career with us. For more details on our benefits and to see how we invest in our team, visit the 'Why Work for Us' page on our website.
To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website
