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Hybrid working with a minimum of 3 days per week in our Keynsham office
Weekly alternating shifts:
8:00am – 4:30pm
8:45am – 5:15pm
Current Saturday rota of 1 in every 3 Saturdays
Handling inbound customer sales and service enquiries
Supporting customers via telephone, email, live chat and social media channels
Helping customers register online and process orders
Liaising with suppliers regarding collections, deliveries and product queries
Communicating order updates, delays and delivery information
Investigating and resolving customer complaints professionally and efficiently
Maintaining accurate customer records and documentation
Experience working within a customer service or contact centre environment
Strong communication and interpersonal skills
Excellent problem-solving and time management abilities
Experience managing performance against KPIs
A results-driven approach with a commitment to quality service
The ability to adapt to changing priorities and customer needs
A supportive and collaborative approach to teamwork
Confidence working independently while contributing positively to the wider team
A supportive and collaborative team environment
Ongoing learning and development opportunities
Clear progression pathways within customer service and wider business functions
A values-led culture focused on customer care, teamwork and continuous improvement
A dog-friendly office environment
5 weeks’ annual leave plus bank holidays
Additional holiday entitlement with length of service
Your birthday as a paid day off
Hybrid working arrangements
Company pension scheme (Employee 5% / Employer 3%)
Healthcare Cash Plan
Employee Assistance Programme and wellbeing support
Family-friendly policies
Cycle to Work scheme
Staff discounts on products and veterinary services
Access to employee discounts and cashback offers
Free parking
Regular engagement activities and company events
Dog-friendly workplace
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Customer Service Advisor
Pet Drugs Online - Keynsham, Bristol
Hybrid working - minimum 3 days per week on site
At Pet Drugs Online, our people are at the heart of everything we do. As one of the UK’s largest and most trusted suppliers of veterinary medicines and pet products, we’re passionate about helping pet owners access the products they need while delivering an outstanding customer experience.
Part of the IVC Evidensia family, we combine the scale and stability of a leading veterinary organisation with the culture of a fast-moving, customer-focused business.
We are seeking a Customer Service Advisor to join our friendly and supportive team in Keynsham. This is an excellent opportunity for someone who enjoys helping customers, solving problems and delivering exceptional service across multiple communication channels.
How You’ll Make a Difference
As a Customer Service Advisor, you’ll be the first point of contact for many of our customers, helping them navigate their orders, resolve queries and receive the support they need.
You’ll work across phone, live chat, email and social media channels, ensuring every interaction is handled professionally, efficiently and with a customer-first mindset.
Working Pattern
Key Responsibilities
You Might Be a Great Fit If...
We’re looking for a customer-focused individual who enjoys working in a fast-paced environment and takes pride in delivering excellent service. You’ll bring:
How We’ll Support You
At Pet Drugs Online, we’re committed to supporting your development and wellbeing. When you join us, you’ll benefit from:
What We Offer Our Team
We’re committed to supporting our people through career development opportunities, wellbeing initiatives and a culture where everyone can thrive.
Whether you're building your customer service career or looking for your next challenge, Pet Drugs Online offers the support, opportunity and community to help you grow.
Pet Drugs Online
Unit 7B, Burnett Business Park, Gypsy Lane, Keynsham, BS31 2ED, United Kingdom
At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.
Any questions before applying?
Speak to Danielle Hughes from our recruitment team who would be happy to help you with any questions you have before applying for this role.