Enquiries Assistant - Dunfermline, United Kingdom - Vets Now

Vets Now

Verified Company

Dunfermline, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About the Job:

Enquiries Assistant

Remote (with travel required to Support Office in Dunfermline)

Salary - £22,923 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 full-time role, working Monday to Friday 9am to 5pm.

Key responsibilities

Ensure all incoming contact is dealt with within our SLA guidelines
Deal with more timeconsuming 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
Familyfriendly 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