Contact Centre Advisor

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

About the Contact Centre team:

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

What we’re looking for in our Contact Centre Advisor:

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

What we can offer you:

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

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:

1. Anonymised application form

2. Video screening round (depending on suitable applications)

3. Virtual interview via Microsoft Teams

Please note, the process may change slightly dependent on application numbers. We will inform you of any relevant changes.

Please email [email removed] if you require any adjustments to be made for you to complete your application or to participate in the recruitment journey

We operate a bias-free application process in our commitment to equity, diversity and inclusion. To assess your application quickly, fairly and objectively, please fully complete the qualifications and work history sections of our online application form.

Redacted CVs may be accepted by exception.

We believe being an inclusive, diverse organisation - where we welcome diversity of thought, value individuals' experience and can reach and partner all areas of society - is crucial if we're to help more cats. Our ambition is to work together to promote a more inclusive environment, which attracts all candidates and signals our commitment to celebrate and promote diversity.

There’s a place for everyone at Cats Protection and we encourage applications from talented people across all communities.

Cats Protection is committed to safeguarding children and adults at risk and protecting anyone that comes into contact with us from harm. We expect all employees and volunteers to share this commitment. You may be subject to a criminal record check if required for the role.