Veterinary Customer Service Representative
Permanent role providing remote customer and technical support for veterinary laboratory products and equipment, based at our Warwick site.
40 hours per week, Monday to Saturday rota (9am‑6pm). Salary £28,000 – £34,000.
Key Responsibilities
* Respond to customer reference lab inquiries in a timely and professional manner across multiple channels (phone, email, chat, etc.)
* Provide clear and accurate information about products, services, policies, and procedures.
* Troubleshoot customer issues, offering effective solutions and following up to ensure customer satisfaction.
* Distribute contacts to relevant teams and keep product knowledge current.
* Handle customer complaints with empathy, resolve conflicts, and ensure positive resolutions.
* Escalate complex issues to higher-level support or relevant departments as necessary.
* Add and log service requests such as add‑ons, cancellations, immunotherapy orderings and digital cytology charges.
* Provide feedback on recurring issues and suggested process improvements.
* Meet individual and team performance goals, including response times, resolution rates, and customer satisfaction.
Benefits
* 5 weeks holiday + bank holidays + 1 day birthday leave
* Career progression opportunities
* Staff discount schemes
* Life Assurance
* Enhanced sickness pay
* Enhanced equal family leave
* E-car salary sacrifice scheme
* Wellness programme (employee assistance, eye‑care voucher scheme, free annual flu jab)
* Cycle‑to‑work scheme
* Recruitment referral reward scheme
* Retail, restaurant and cinema discounts
Work Experience & Qualifications
* RVN degree or relevant experience (e.g., veterinary receptionist or lab tech).
* Technical skills to troubleshoot and resolve problems with the company products and services.
* Excellent written and verbal communication with empathy and professionalism.
* Relationship‑management skills, including the ability to resolve difficult customer situations.
* Team‑work skills and ability to collaborate with internal departments to solve problems and address customer needs.
* Ability to multi‑task, prioritise, and manage time effectively.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Other
Industries
Veterinary Services
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