At a Glance
- Tasks: Be the friendly voice for pet owners, providing reassurance and clear information.
- Company: Join Vets Now, the UK's leading provider of emergency pet care.
- Benefits: Enjoy your birthday off, health cash plan, and discounts on pet care.
- Other info: Flexible hours with opportunities for career growth and wellbeing support.
- Why this job: Make a real difference in pet owners' lives during their toughest moments.
- Qualifications: Great communication skills and a calm approach in busy environments.
The predicted salary is between 26227 - 26227 £ per year.
Vets Now, part of inspiring vet care, are the UK's leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices, from dedicated out-of-hours clinics and 24/7 pet emergency hospitals. If you're someone who enjoys helping others and can bring empathy, professionalism and flexibility to a busy environment, this could be the perfect opportunity for you.
Whether you're reassuring a worried pet owner, answering an important question or making sure the right information reaches the right team, you'll play an important part in supporting pet owners when they need us most.
Role: Call Handler
Location: Dunfermline Contact Centre
Hours: This is a full-time position working across Monday to Friday between 8am and 7pm and 3:6 Saturdays 8am-12pm. Flexibility around your working days and hours is important, as we want to be there for pet owners when they need us most.
Salary: £26,227.50
As a Call Handler with Vets Now, you'll support our inspiring vet care clinics, acting as the first point of contact for pet owners who may be worried, concerned or unsure of what to do next. This is about much more than simply answering calls. You'll provide reassurance, clear information and a calm, friendly voice when pet owners need it most, helping to ensure every client receives the high-quality support and service we're known for.
What You'll Be Doing
- Be the first point of contact – handling incoming and outgoing calls promptly, professionally and with a friendly approach.
- Provide clear and helpful information – responding to client queries accurately and making sure they understand what happens next.
- Listen, reassure and support – bringing empathy and patience to every conversation, particularly when clients may be worried about their pets.
- Keep accurate records – ensuring all relevant call details are recorded clearly and accurately on our systems.
- Know when to escalate – recognising more complex queries and making sure they are passed to the appropriate team.
- Follow our processes – working within established call-handling protocols to provide a consistent and professional service.
- Support the wider team – helping with administrative tasks and other activities when required.
We're looking for someone who enjoys working with people, communicates confidently and can stay calm and organised in a fast-paced environment. Most importantly, you'll understand that sometimes a friendly voice, a little reassurance and knowing what to do next can make all the difference.
We believe in rewarding our team members not just with a competitive hourly rate, but also with benefits that support wellbeing and work-life balance:
- Your birthday off – paid
- Health cash plan via Simply Health
- Pension contributions: 5% employee / 3% employer
- Up to 50% off pet care for your own pets
- Death in service cover – two times annual salary
- Access to our employee wellbeing programme
- Company sick pay and enhanced maternity, paternity, and adoption leave
Call Handler - Contact Centre in Dunfermline employer: Vets Now
Vets Now Herne Bay is an exceptional employer, offering a supportive work culture that prioritises professional development and flexible working arrangements. With a focus on emergency and critical care, our weekend ECC Veterinary Surgeon role provides unique opportunities for skill advancement in a dynamic environment, all while allowing you to balance your weekday commitments effectively.
StudySmarter Expert Advice🤫
We think this is how you could land Call Handler - Contact Centre in Dunfermline
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vets Now. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vets Now before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Handler - Contact Centre in Dunfermline
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vets Now:Your cover letter is your chance to shine! Tell us why you want to work at Vets Now specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vets Now!
How to prepare for a job interview at Vets Now
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
