Job Description

Customer Service Agent
Keynsham, Bristol (Hybrid – minimum 3 days onsite)
£26,992.14 per year (£12.97 per hour)
Full-time | Permanent

About Us

Pet Drugs Online is one of the UK’s largest and most trusted suppliers of veterinary medicines and pet products. Part of IVC Evidensia, Europe’s largest veterinary group, we’re passionate about delivering outstanding service — not just to our customers, but to our people too.
We’re proud of our friendly, dog‑loving culture, and we work hard to create an environment where everyone feels valued, supported, and able to thrive.

About the Role

We’re looking for a Customer Service Agent to join our growing Customer Service and Sales team. You’ll be the first point of contact for our customers, delivering a warm, accurate, and memorable experience across multiple channels.
If you enjoy helping people, solving problems, and working in a fast‑paced environment, this could be the perfect role for you.

What You’ll Be Doing

*Handling inbound customer service and sales calls
*Supporting customers via live chat and social media
*Helping customers register online and place orders
*Communicating proactively about deliveries, delays, or changes
*Liaising with suppliers regarding collections, deliveries, and repairs
*Investigating and resolving customer complaints calmly and efficiently
*Keeping accurate and detailed customer records
*Managing emails and correspondence professionally

Working Hours
You’ll work on a weekly alternating shift pattern:

8:00am – 4:30pm
8:45am – 5:15pm

Plus, 1 in 3 Saturdays on a rota basis.

What We’re Looking For

*Experience in a multi-channel (OMNI) customer service environment
*Strong communication and problem-solving skills
*Ability to manage your performance against KPIs
*Excellent time management and organisational skills
*Customer-focused and results-driven mindset
*Comfortable working independently and as part of a team
*Adaptable, supportive, and approachable attitude

What You’ll Get

*5 weeks holiday (increasing with service) + bank holidays
*Bring your dog to work
*Up to 50% discount on pet products and veterinary fees (IVC practices)
*Company pension (5% employee / 3% employer)
*Hybrid working model
*Employee Assistance Programme & wellbeing support
*Cycle to Work scheme
*Healthcare Cash Plan
*Retail discounts via our rewards platform
*Free on-site parking
*Friendly, casual, dog‑loving office culture

Ready to be part of a business that truly cares—about pets, customers, and people?
Apply now and find out more at www.petdrugsonline.co.uk

What We Offer Our Team

Healthcare Cash Plan
Cycle to Work scheme
Green Cars salary sacrifice scheme
Voluntary benefits: choose from a range of benefits to suit you
Discounted staff pet care
Access to discounts/cashback with hundreds of participating retailers

Diversity, Equality, Inclusion and Belonging

We are 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.