VETS NOW - PROVIDING EXCEPTIONAL EMERGENCY PET CARE

Vets Now are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices – from 60 plus dedicated out-of-hours clinics and two 24/7 pet emergency hospitals. You will be joining our team of dedicated call handlers in our Dunfermline based Contact Centre.

Do you have strong customer service skills and a passion for helping others, especially in urgent or high-pressure situations?

• Experience of working within a client or customer service environment. Ideally some of this experience will have been gained in a contact centre environment.
• Excellent customer service and communication skills.
• Commitment to working as part of an effective team.
• Computer literacy with knowledge of MS Office packages and comfortable learning new systems.
• Good general language skills. Able to quickly collate information and relay it in speech and text.
• Able to work well under pressure, maintaining the tact and diplomacy required in challenging situations.
• Ability to adapt quickly and professionally to a rapidly changing environment.
• Experience in working in a high volume, fast-paced environment.
• Excellence in attention to detail.
• Demonstrate problem solving skills.
• A passion for delivering service excellence.
• Good multitasking skills – talk and type

ARE YOU READY FOR A PART TIME ROLE?

Vets Now are recruiting call handlers for our out of hours emergency service within our Contact Centre, Dunfermline. You will be required to work shifts covering our opening hours. (see below). We are looking for people who are flexible about the days and hours that they work to enable us to be there when our clients and their pets need us most.

• Weekday evenings from 18:00-23:00
• Saturdays from 12:00-01:00 (Sunday AM)
• Sundays and Bank Holidays from 07:00-01:00 (Monday AM)

DUE TO THIS ROLE BEING OVER NIGHT, SUCCESSFUL CANDIDATES MUST BE 18 YEARS AND OVER.

Do you have strong customer service skills and a passion for helping others, especially in urgent or high-pressure situations?

• Experience of working within a client or customer service environment. Ideally some of this experience will have been gained in a contact centre environment.
• Excellent customer service and communication skills.
• Commitment to working as part of an effective team.
• Computer literacy with knowledge of MS Office packages and comfortable learning new systems.
• Good general language skills. Able to quickly collate information and relay it in speech and text.
• Able to work well under pressure, maintaining the tact and diplomacy required in challenging situations.
• Ability to adapt quickly and professionally to a rapidly changing environment.
• Experience in working in a high volume, fast-paced environment.
• Excellence in attention to detail.
• Demonstrate problem solving skills.
• A passion for delivering service excellence.
• Good multitasking skills – talk and type.

YOUR ROLE AND RESPONSIBILITIES

• Handle calls as presented and manage according to agreed call flow to establish the nature of the call/emergency.
• Offer a consultation.
• Gathers and analyses information provided, using judgement, knowledge, and pre-determined algorithms to determine the most appropriate course of action.
• Explains who Vets Now are and ensure customers have all necessary information for their clinic/hospital consultation including location, fees, time taken to travel from their destination and arrival procedure.
• Uses our practice management system (Helix) to send an SMS with clinic/hospital information and directions to the customer.
• Accurately and efficiently log all calls. Using our telephony and PC systems to book consultations, log cases and alert clinics/hospitals to incoming patients.
• Process all personal data in accordance with our Data Protection Policy and all Data Protection legislation and comply with all Information Security policies.