Veterinary Client Support Centre Call Handler
VA595 – Veterinary Client Support Centre Call Handler
We have a gem of a role for a highly experienced and client focused call handler, to be the first port of call for our valued clients contacting our Client Support Centre on behalf of their beloved pets.
About your new role
We have 49 sites across London including 3 hospitals, and with growing client numbers over the years our Client Support Centre was created to ease the load of communication for our sites and provide a more efficient service for our clients.
Our Client Support Centre offers our clients an easier way to access vets and nurses’ services by telephone and video consultations.
The support centre is situated in our main office in Woodford, where you will work onsite with a team of 12 colleagues plus clinical management for support, to assist in any medical queries you may receive.
Responsibilities
* Speak to clients to triage unwell pets, liaising with our branches and book appointments appropriately.
* Deal with enquiries and appointment requests through our online chat system.
* Promote products and services such as microchipping, diets, ProActive Pets and insurance to clients, making recommendations for suitable products and services offered by the Group according to client/patient need identified during call handling.
* Schedule the proactive calling of clients whose pets vaccination status has lapsed, encouraging uptake of a new course of vaccinations.
* Issue invoices to clients as necessary.
* Enter and maintain accurate pet and client details onto internal computer system that enables the practice to contact and communicate reliably with clients.
* Record details in clinical histories of any conversations with clients regarding treatment options or anything related to patient care.
* Receive and communicate to practice colleagues in a timely manner, messages regarding matters that cannot be attended to by the call handling team, including but not limited to requests for repeat prescriptions, food orders, and telephone call backs.
Our future colleagues will have a strong background in customer service/reception and have excellent communication skills both on the phone and in writing.
We are incredibly proud of the patient and client care we provide, and this role requires the upmost professionalism, empathy and patience when dealing with our clients, who are calling on behalf of their beloved pets.
Benefits
The salary for these part-time positions is £12.71 per hour.
* 6.6 weeks annual leave including bank holidays (pro rata)
* Paid 30-minute lunch breaks
* Generous colleague discounts
* The opportunity to join our private medical healthcare scheme on a reduced rate plus medical cashback incentives
* Colleague introduction reward (for the introduction of vets and RVNs)
* 24-hour Employee Assistance Programme
* Medical cashback plan. Refunds on many routine medical costs such as dental care, physiotherapy, optician, chiropractic fees, and more
* Professional membership fees covered
About us
In 2022, we celebrated our 70th anniversary and now have 46 branches, three hospitals and our own nurse training college. We value all of our colleagues, and our forward-looking approach means we have introduced a Colleague Forum to listen to our peers’ views, as well as monthly Town Hall meetings with our board of directors communicating real time updates and taking polls with live Q&As to ensure we’re making the right, collaborative decisions for our people. All our senior managers are mental health first aid trained and we offer Wellness plans for all new starters.
How to Apply
If you can see yourself in this role press apply now, and within 60 seconds your application will be with our recruitment manager Rose. Alternatively, please feel free to email Rose directly at rstanton@goddardvetgroup.co.uk for any other queries or to simply arrange a call and have a chat about other opportunities!
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