Customer Service Executive

Are you looking for a role where every day is different and every interaction makes a difference? At Guide Dogs, we help people with sight loss live the life they choose — and our Supporter Experience team is central to that mission.

As a Customer Service Executive (internally known as a Supporter Experience Executive), you’ll be the friendly, knowledgeable voice of Guide Dogs for thousands of supporters. This isn’t just answering calls and emails — it’s a fast-paced, dynamic role. One moment you might be processing a donation, the next you’re resolving a complex query, updating supporter records in real time while handling calls, or managing sensitive conversations always with empathy and care.

You’ll thrive on variety, juggling multiple priorities while keeping every interaction professional, positive, and personal. Whether it’s by phone, email, or post, you’ll make sure every supporter feels valued and inspired to continue their journey with us. And at the end of each day, you’ll feel proud knowing you’ve played a part in changing lives and being part of the Guide Dogs family.

What we’re looking for

• A natural communicator — whether verbally or in writing — who loves helping people   
• Someone who stays calm under pressure and thrives in a busy environment
• Detail-oriented with strong organisational skills and a focus on accuracy, ensuring every interaction and record is correct
• Empathetic, patient, and professional — even when handling sensitive topics

No two people with sight loss are the same, and none of our people are either. So, we are proud to offer a range of person-centred benefits that can support each member of staff in ways that really mean something to them – and show them how much they mean to us. We offer a flexible benefits package, discounts and cashback scheme, a generous holiday allowance and matched contributory pension scheme to care for our people.    

This is more than a customer service role — it’s a chance to make a real difference every day. If you’re ready to bring energy, initiative, and heart to a role that matters, we’d love to hear from you.

For a high volume of applicants we reserve the right to close the advert before the advertising date.

Further details on the full role are attached below. When you are ready to apply, submit an online application form via this page.

If you would like to have an informal conversation about the role before applying, or require any accessibility support to apply, our friendly recruitment team is ready and waiting to help. Call them on 0118 3540345 or drop an email to [email protected].

As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description. You will also be asked to complete a few job-specific questions as part of this application process, so please be prepared to write your answers to these questions.

If you want to know more about the teams who work at Guide Dogs, you can find it on our Careers Page

Our Commitment to Diversity and Inclusion

Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality. 

As a Disability Confident Employer, we are proud, whenever possible, to offer an interview to all candidates that meet our selection criteria, and who indicate they wish their application to be considered under our Disability Confident interview commitment. For more details, visit our careers site.

If you are successful you will need to provide evidence of your right to work in the UK via our digital ID checking supplier; in addition, we cannot offer visa sponsorship at this time.

Safeguarding

Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.

At Guide Dogs, we believe in fair and equitable hiring practices. A criminal record will not automatically disqualify an applicant from consideration for a position. Each case will be evaluated individually, taking into account the nature of the offense, its relevance to the role, and the time that has passed since the incident. We encourage all candidates to disclose relevant information, and we assure you that it will be handled confidentially and fairly.

Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If you are applying for a disclosure role, please note that you will be required to undergo an enhanced DBS check and sign up to the DBS update service

For high volumes of applications, we reserve the right to close adverts earlier than advertised.