About the Role
This Customer Relations Consultant position is hybrid, with work predominantly from home and occasional travel to the Dunfermline Support Office for meetings and team collaboration. The role is open to both full-time and part-time working, with typical hours Monday to Friday, 9am to 5pm.
You will support pet owners during difficult situations, handling complaints in a fair, professional and empathetic way. The role also includes administrative duties, close working with colleagues across the business, and communication with clients, professional bodies and internal stakeholders.
Key Responsibilities
- Manage the complaints mailbox and associated team administration.
- Gather evidence to support fair and robust complaint investigations.
- Review information and use your judgement to reach balanced outcomes for both the client and the business.
- Respond to complaints by phone and in writing within agreed service levels.
- Take ownership of complaints and prioritise your workload effectively.
- Communicate clearly with internal and external contacts.
- Look for ways to improve customer service.
- Maintain GDPR compliance and confidentiality at all times.
- Identify recurring complaint themes and record root cause issues on the complaints management system.
Requirements
- Passion for delivering excellent customer service.
- Ability to show empathy and de-escalate difficult situations.
- Strong written and verbal communication skills.
- Good attention to detail.
- Ability to prioritise workload and work to tight deadlines.
- Resilient, adaptable and comfortable with change.
- Strong investigative and problem-solving skills.
- Good organisation and multitasking ability.
- Working knowledge of Microsoft packages.
- Ability to work flexibly, independently and as part of a team.
- Ability to handle difficult calls.
- Complaint handling experience is desirable.
Benefits
- Salary of £26,489 pro rata.
- 7 weeks annual leave, pro rata.
- Your birthday as a paid day off.
- Cash Health Plan provided by Simply Health.
- Vets Now For You rewards gateway with discounts and cashback at hundreds of retailers.
- Family-friendly policies including sick, maternity, paternity and adoption pay schemes.
- UK Standard Pension contributions at 5% employee and 3% employer.
- Up to 50% discounted staff pet care.
- Paid volunteering days.
- Death in service cover of two times annual salary.
About the Practice
Vets Now is described as being at the forefront of emergency and critical care, providing cover to over 1,000 vet practices and operating more than 60 emergency clinics and specialist referral hospitals across the UK.
The organisation also states that it welcomes applications from candidates of all backgrounds and is a Disability Confident Employer, with reasonable adjustments available throughout the recruitment process.
