Call Handler - Part time (Weekend Overnight)
The Vacancy
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.
Join Us in a Rewarding Part-Time Position Working Overnight at Weekends
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 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.
- Saturdays and Bank Holidays from 23:00 - 08:00
- Sundays from 23:00 - 06:00
Due to this role being overnight, successful candidates must be 18 years and over.
Please note before applying that weekend and bank holiday working is a pre-requisite of accepting this position and you will be expected to work public and bank holidays.
Contracted Hours
- 16 hours per week, worked within our opening hours detailed above
Shift Patterns
- Please note weekend and bank holiday shifts are an essential part of this role.
Pay Rates
- Standard rate: £15.60 per hour.
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.
- 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.
- Demonstrate problem solving skills.
- A passion for delivering service excellence.
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.
Our benefits
- 7 weeks pro rata annual leave
- Your birthday as a paid day off
- Health cash plan provided by Simply Health
- UK standard Pension contributions – 5% Employee/3% Employer
- Up to 50% discounted staff pet care
- Death in service of two times annual salary
- Membership of employee wellbeing programme
- Company sick, maternity, paternity and adoption pay schemes
If you are ready to take on a role that really makes a difference apply online now.
We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.
The Company
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