Assistant Contact Centre Manager
The Vacancy
About the Job
Assistant Contact Centre Manager
Location – Dunfermline – Office based.
Up to £35,000 DOE plus benefits
Are you looking for a new leadership challenge?
About Vets Now
We are at the forefront of emergency and critical care, making a real difference to pet owners and saving the lives of pets each day. We provide cover to over 1000 vet practices and have over 60 emergency clinics and specialist referral hospitals across the UK. Vets Now are truly at the cutting edge of pet emergency services.
About the role
We have an exciting opportunity for an Assistant Contact Centre Manager reporting to the Contact Centre Manager. You will be part of a highly motivated team who are passionate about exceeding customer expectations and making a personal difference at Vets Now.
The Assistant Contact Centre Manager will be responsible for driving forward a customer centric culture, promoting our values and communicating our company goals. This role will have line manager responsibilities.
A key part of this role is the continuous review of current processes to make them more efficient whilst maintaining a high level of quality and meeting high standards of customer and patient care.
The role will support the Contact Centre Manager to drive forward strategic innovation and change to meet department and business goals.
Working hours are typically working 5 out of 7 days covering days evenings and some weekends. We can offer a degree of flexibility with working hours.
Key responsibilities
- To support the Contact Centre Manager in leading a highly motivated and engaged team with a desire and ability to deliver customer service excellence and performance through effective people management, within a dynamic veterinary emergency contact centre.
- Deputise for the Contact Centre Manager when required (ie., times of absence etc)
- Provide leadership, development and coaching to direct reports.
- Continually seek to improve customer service by identifying improvement opportunities and operational efficiencies.
- Work with the Contact Centre Manager in the day to day running of the contact centre and work collaboratively to ensure goals and objectives are aligned/achieved.
- Provide inspirational leadership and be a role model within the operation, promoting the business values and setting high standards.
- Ensure that the operation runs smoothly, and all issues are resolved in a timely manner and prioritised accordingly.
- Contribute to and deliver a cost-effective/efficient operations strategy. Identify and address skill gaps, performance and quality issues within the teams and provide appropriate support and action to address these.
- To support all teams across the business to ensure that customer needs are met.
- Ensure all resources are in place according to the customer/business needs and seasonal peaks to ensure daily service delivery within the SLAs and KPIs.
- Establish effective recruitment strategy for attracting and selecting the best candidates.
Skills and experience
- Demonstrable experience of successfully working in a management role in a contact centre environment.
- Experience in presenting information to key stakeholders
- Proven track record of team leadership, coaching and performance delivery in a contact centre environment.
- Can work well under pressure, maintaining the tact and diplomacy required in challenging situations.
- Excellent communication skills and the ability to create a positive customer focused culture.
- Ability to adapt quickly and professionally to a rapidly changing environment.
Rewards and benefits
- 7 weeks annual leave
- Your birthday as a paid day off
- Cash Health Plan provided by Simply Health*
- Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
- Family-friendly policies including sick, maternity, paternity and adoption pay schemes.
- UK Standard Pension contributions – 5% Employee/3% Employer
- Up to 50% discounted staff pet care
- Paid volunteering days.
- Death in service of two times annual salary
The Company
As the UK’s leading pet emergency service, we have a route to an exciting career in emergency and critical care for veterinary surgeons and registered veterinary nurses, no matter where you are in your career.
Vets Now was founded by Richard Dixon, a veterinary surgeon who understood the pressures of being on-call which also trying to maintain a good quality of life.
Today, almost two decades since Richard did his first out-of-hours shift, we’re still just as passionate about emergency and critical care and our clinics are all managed by people who have worked as frontline vets or vet nurses.
In an emergency, pet owners want to know they’ve got the experts on board. And so do we.
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