Location:
Dunfermline
Salary:
£22,597.12 per annum
Status:
{Status}
Expiry Date:
17 November 2026
The Vacancy
Enquiries Assistant
Remote (with travel required to Support Office in Dunfermline)
Salary - £22,597.12 plus benefits
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 are currently seeking an Enquiries Assistant to join our customer support team. Our support Office is based in Dunfermline where you will be required to attend for team days, project work and meetings.
This is a role working 32 hours per week between the hours of 8am and 5pm
The successful candidate will work with a range of internal and external stakeholders on tasks such as answering incoming calls, responding to emails, replying to reviews via our online feedback platform, taking payments, processing refunds, and setting up payment plans. In additional the role involves complaint handling and other ad hoc administrative tasks.
Key responsibilities
- Ensure all incoming contact is dealt with within our SLA guidelines
- Communicate effectively with others via telephone, email, website, social media and in writing
- Deal with more time-consuming queries from our clients and/or partner practices
- Use your strong administrative and prioritisation skills to maintain service levels and quality standards
- Ensure all written responses are dealt with timeously, professionally, on brand and with care and precision
- Log all communication on associated client record on Helix
- Take responsibility for incoming and outgoing client mail
- Organise the stationery requirements for the team
- Communicate clearly with both internal and external contacts, displaying excellent client care soft skills
- Working flexibly, on own initiative and as part of a team
- Dealing with difficult calls, staying calm under pressure, using tact and diplomacy to resolve problems effectively
- Continually seek to improve customer service by identifying customer improvement opportunities
- Ensuring compliance with GDPR during all communication
Skills and Experience
- Good working knowledge of Microsoft packages
- Proven experience with handling incoming telephone calls, particularly dealing with difficult calls
- Experience of written complaint communication is desirable
- Passion to deliver excellent customer service consistently
- Ability to display empathy with clients
- Attention to detail, with excellent investigative skills
- Previous experience of communicating with both internal and external stakeholders
- Previous experience with prioritising workload, staying organised and calm under pressure
Rewards and Benefits
- 7 weeks pro rata 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
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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