RSPCA Customer Service Advisor

Salary: £24,570 per annum

Start date: 16 March 2026

Permanent: 37.5 hours a week

Location: Hybrid working from our Rotherham – two days in office and 3 days from home.

Operating hours

• RSPCA account operating hours are seasonal – October to March 08:00-18:00 and April to September 08:00-20:00

Shift communication and agreement

• We will agree the training and live shifts through the recruitment process and will communicate the DC shifts whilst the agents are in the training environment.

Training

• Training period will be 09:00-17:00 for three weeks, followed by a two week DC period.

Training location

• 100% in office

DC shifts

• Will be communicated in the training environment. This could differ from the training and live shifts.

DC location

• In office, until competency is gained. Unlikely to be the full length of probation, but will only be allowed to work from home when agents can work unaided with minimal risk.

Live shifts

• Agents could be asked to work any shift within the annual 08:00-20:00 operating window. The operating hours could change based on Client or Capita requirements, but reasonable notice will be given
• Reasonable notice will be provided when shift changes are required.

Location when live

• In office, until competency is gained. Unlikely to be the full length of probation, but will only be allowed to work from home when agents can work unaided with minimal risk.
• Following competency achievement – hybrid working, with a minimum of two days per week in office every week. This is a Client dependency, therefore we cannot currently accept those who cannot travel to site each week.

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

Job title:

RSPCA Customer Service Advisor

Job Description:

Job Discription

To achieve customer and client KPI targets in relation to all contacts received via multiple channels working within the requirements of data protection legislation

To deliver an excellent customer experience by providing a customer-focused, right first-time service, managing any customer complaints to a satisfactory conclusion..

To respond to all contacts from both internal & external customers made via all the available channel

To accurately capture data and enter it on to the relevant systems

More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area

What can we offer you?

• A competitive salary of £24,570 per annum
• Role will be split between home working and office based in our Dearne Valley site
• A wide range of discounts on everything from retail, to health & wellbeing, travel and technology.
• Access to Private Medical Insurance & Health Assessment plans
• 22 days’ holiday plus public holidays (if you are scheduled to work on a bank holiday you will get a day back in lieu)
• Pension scheme
• Endless career progression

What will happen next?

• Choose ‘apply now’ to fill out our short application.
• Your application will be reviewed by our global recruitment team.
• You will be invited to attend a video interview with a member of the recruitment team.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disabi… .

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Rotherham

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent

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