The Vacancy Are you looking for a new challenge? Be part of the UK's leading provider of Emergency Pet Care 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 a Contact Centre Shift Supervisor to join our contact centre based in Dunfermline. This is a part time role, working overnight at the weekend and bank holidays. This role is 16 hrs per week, Saturday 2300-0800 and Sunday 2300-0600. (candidates must be available to work every weekend) Due to legal restrictions on night work, this role is only open to applicants aged 18 or over. Supporting our people Working as a Supervisor at Vets Now will expose you to rewarding experiences you simply wouldn't see in any other contact centre role. This role will involve responsibility for the on-shift management of the Contact Centre team overnight at the weekends. Supporting and encouraging call handlers in their role. Dealing with any immediate requests from our pet emergency clinics. Motivating and supporting a team of call handlers who are the first point of contact for worried pet owners in an emergency. Our contact centre team, the pet equivalent of 999, are motivated by driving service excellence. You will be based at our support office in Dunfermline and will be fully supported by our clinical and leadership team. Our network of pet emergency clinics and emergency specialty hospitals work in collaboration to ensure we can offer the best emergency and critical care in the country. Whether it's sharing best practice or offering an empathetic ear, you will never be alone at Vets Now. Are you a successful supervisor with strong operational skills? We are the experts in emergency and critical care veterinary practice and that's why we only employ the best. To be a part of our Shift Supervisor team we are looking for someone with: Experience of working within a client or customer service environment. Ideally some of this experience will have been gained in a contact centre environment. Excellent customer service and communication skills Previous experience of working in a supervisory role Experience of supporting, coaching and mentoring in the workplace Ability to work well under pressure, maintaining the tact and diplomacy required in challenging situations Demonstrate the ability to work to tight deadlines and seek solutions to problems Ability to adapt quickly and professionally to a rapidly changing environment Experience in working in a high volume, fast-paced environment Excellence in attention to detail A passion for delivering service excellence Benefits Competitive salary 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 UK Standard Pension contributions - 5% Employee/3% Employer Discounted staff pet care Membership of employee wellbeing programme Death in service of two times annual salary Company sick, maternity, paternity and adoption pay schemes 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 As the UK's leading pet emergency service, we have a route to an exciting career in emergency and critical care for veterinary surgeons and registered veterinary nurses, no matter where you are in your career. Vets Now was founded by Richard Dixon, a veterinary surgeon who understood the pressures of being on-call which also trying to maintain a good quality of life. Today, almost two decades since Richard did his first out-of-hours shift, we're still just as passionate about emergency and critical care and our clinics are all managed by people who have worked as frontline vets or vet nurses. In an emergency, pet owners want to know they've got the experts on board. And so do we.