About this role
Contract: Permanent, hybrid, 35 hours per week Salary: £23,311 per annum Location: Radcliffe M26 2UH Closing date: Tuesday 18 August 2026 Interview date: Tuesday 25 August 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. 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.