Client Service Advisor

Client Services Adviser – Royal Kennel Club

Commercial Operations Department

Hybrid working (Aylesbury Office and home based as required)

Permanent – Full time

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, people – focused environment? If so, we’d love to hear from you.

We’re looking for a Client Service Advisor to join our dynamic Contact Centre team.

The purpose of the role

The primary objective of the Royal Kennel Club is to improve in every way the welfare, health, and general wellbeing of all dogs throughout their lives, by means of various research and educational programmes, and our Charitable Trust. The Royal Kennel Club is an organisation committed to promoting and protecting dogs’ varied roles in society and defending the interests of all dog owners.

What the role involves

As a Client Services Advisor, you’ll be the first point of contact for our customers - providing clear, compassionate, and knowledgeable support across a range of services.

In this role, you'll provide professional and friendly support to customers via phone and digital channels, assist with online services, promote relevant products, and resolve queries with empathy. You'll use CRM and webchat tools to manage interactions efficiently, all while meeting performance targets and contributing to a collaborative team environment.

The ideal candidate will have:

We welcome applicants from all backgrounds. Experience is helpful but not essential what matters most is the right mindset: a positive attitude, willingness to learn, and a genuine desire to support customers. These points describe what may be helpful in the role, but they are not strict requirements.

• Strong communication skills, both written and verbal
• A calm and confident approach when working under pressure
• Experience of working in a contact centre environment, handling inbound and outbound calls.
• The ability to resolve conflicts and handle complaints effectively
• Confidence in using Microsoft packages and web-based systems, including CRM platforms and webchat
• Experience supporting customers with online services
• An understanding of working with KPIs and performance targets
• The ability to identify opportunities to promote and link products
• Good organisational and time-management skills
• A proactive, can-do attitude with a willingness to learn new systems and processes
• A collaborative mindset and the ability to take ownership of tasks

We are looking for a Client Services Advisor who is reliable, flexible, and respectful, with the drive to support the department as it continues to grow. You should be comfortable working both independently and as part of a team, with a focus on delivering excellent service to both internal and external customers

Benefits

• 25 days annual leave, increasing up to 30 days, including bank holidays. Staff may also receive additional days for any approved business closure days over the festive period in December, option to buy up to five days of annual leave per year.
• Employer pension contributions double the percentage of your plan earnings, up to 8% Life assurance equivalent to three times your basic salary (two times your basic salary for non-pension scheme members)
• Enhanced maternity, paternity and adoption pay
• Lifestyle discounts via our EAP and healthcare cashback programme
• Discounts on Royal Kennel Club products and services
• 4X Complimentary staff tickets to Crufts and Discover Dogs
• Healthcare cashback programme with a fixed contribution paid for by the Royal Kennel Club
• Free eye tests with a voucher towards the cost of your spectacles
• Financial support for professional and vocational qualifications, with five days' study leave provided
• Free access to The Royal Kennel Club Library and Art Gallery

Pay: From £23,831.00 per year

Work Location: Hybrid remote in Aylesbury HP19