Senior Complaints Resolution Consultant - Dunfermline, United Kingdom - Vets Now

Vets Now
Vets Now
Verified Company
Dunfermline, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

About the Job:

Senior Complaints Resolution Consultant

Hybrid Working

£28,000 - £31,000 DOE plus benefits

Vets Now is the UK's leading provider of emergency and out-of-hours care for pets. We operate from more than 60 clinics and hospitals across the UK.

At Vets Now, we aim to give people and their pets the care and support they deserve at the time they need it most, and every year our emergency vets and vet nurses treat more than 200,000 pets.

Together we save pets' lives.

About the role

We are currently seeking a Senior Complaints Resolution Consultant to join our client care team.

Our support Office is based in Dunfermline and this will be a hybrid role where you will be working from the office at least once per week, with additional ad-hoc days for meetings and project work.

What are the key responsibilities?


In this role you will:

  • Maintain accurate records to enable analysis of reasons for complaints and liaise with senior clinical staff to help create a culture of feedback to improve our client experience and reduce complaint volumes
  • To provide support to the complaint consultants to write escalating responses and (when requires) write first responses to clients
  • To review complaint responses through case studies and quality checking
  • Provide guidance, support, and coaching to complaint consultants
  • Complete case studies and calibrations to identify improvements
  • Ensure compliance with GDPR regulations
  • Maintain confidentiality regarding staff and clients

What skills and experience we require:

  • Ability to prioritise and work to tight deadlines
  • Passion to deliver excellent customer service consistently
  • Ability to deal with difficult calls
  • Influencing and negotiation skills ability to persuade others through knowledge and enthusiasm
  • A desire to support and develop
  • Taking the initiative and playing an active role in change
  • Welldeveloped interpersonal skills
  • Excellent organisational and time management
  • Self
- motivated with a positive outlook


Salary and benefits:
- £28,000 - £31,000 annual salary DOE

  • 7 weeks annual leave (inclusive of bank holidays)
  • Your birthday as a paid day off
  • Pension contributions
  • Cash health plan
What can you expect?

  • This is a fulltime position working Monday
  • Friday 95 with one 128 day with the client care team at Vets Now Ltd
  • This role is a hybrid role where you will work remotely from home with at least one day per week in our Support Office in Dunfermline, there will be additional adhoc days in the office for team meetings and project work.
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