Customer Service Advisor – Hybrid (Keynsham)

About the role

Pet Drugs Online is looking for a Customer Service Advisor to join its friendly team in Keynsham. You will be the first point of contact for pet owners, helping them place orders, resolve queries and receive support across multiple channels. The role combines office‑based work with the flexibility of hybrid working.

Key responsibilities

• Handle inbound sales and service enquiries via phone, email, live chat and social media.
• Assist customers with online registration, order processing and product information.
• Liaise with suppliers to coordinate collections, deliveries and resolve product queries.
• Communicate order updates, delays and delivery details to customers.
• Investigate and resolve complaints professionally and efficiently.
• Maintain accurate customer records and documentation.

Required profile

• Previous experience in a customer service or contact‑centre environment.
• Strong communication and interpersonal skills.
• Excellent problem‑solving and time‑management abilities.
• Ability to work to KPI targets and deliver quality service.
• Adaptable to changing priorities and customer needs.
• Team‑oriented with the confidence to work independently.

Required skills

• Proficiency with phone, email, live‑chat and social‑media communication tools.

What we offer

• Supportive and collaborative team environment.
• Ongoing learning and development opportunities.
• Clear progression pathways within customer service and the wider business.
• Values‑led culture focused on customer care and continuous improvement.
• Dog‑friendly office.