Customer Relations Consultant

About the Role

This is a hybrid position based primarily from home, with occasional travel to the Dunfermline office for team meetings and collaboration. You’ll work standard office hours (Monday to Friday, 9am–5pm) as part of a motivated team dedicated to improving the customer experience across Vets Now’s emergency and critical care services.

You’ll take the lead on managing and investigating customer complaints, ensuring every concern is handled with care and that resolutions align with both customer needs and business objectives. Your communication skills—both written and verbal—will be key as you liaise with clients, professional bodies, and internal stakeholders to turn feedback into positive outcomes.

Key Responsibilities

• Manage, investigate, and respond to customer complaints with empathy and thoroughness
• Communicate effectively with clients via phone, email, and correspondence
• Liaise with professional bodies and internal stakeholders to resolve concerns
• Carry out administrative duties for the Customer Relations team
• Contribute to continuous improvement of the customer experience
• Document and analyse customer feedback to inform business decisions

Requirements

• Strong written and verbal communication skills
• Ability to investigate complaints objectively and professionally
• Organisational skills and attention to detail
• Empathy and a genuine desire to help customers and resolve issues
• Ability to work independently in a remote setting and collaborate virtually with the team
• Experience in customer service or complaints handling is advantageous but not essential

Benefits

• Salary: £26,481 per annum
• Job Type: Permanent
• 7 weeks annual leave (pro rata)
• Hybrid working: primarily remote with occasional office visits to Dunfermline
• Flexible working arrangements available to suit personal circumstances
• Comprehensive benefits package (visit Vets Now careers site for full details)
• Professional development and career progression opportunities

About the Practice

Vets Now is one of the UK’s leading emergency and critical care (ECC) providers, operating a network of 24/7 emergency clinics across the country. The Customer Relations team plays a vital role in Vets Now’s commitment to delivering high-standard customer and patient care, ensuring every client feels heard and valued.

The organisation is committed to flexibility and supporting team members at all career stages, including dedicated training programmes (Cutting Edge and AdvantEdge) for new graduates entering emergency and critical care practice.