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Veterinary Services Call Handler
3 months ago
Contract:
Permanent, full time
Salary:
£21,840 per annum
Location:
Radcliffe, Greater Manchester, M26 1NQ
Closing date:
Sunday 19 May 2024
Interview date: 21 & 23 May 2024
- Are you passionate about making a difference in the lives of pets and people? Blue Cross is seeking dedicated individuals to join our team as Veterinary Services Call Handlers. As part of our team, you'll play a crucial role in connecting pet owners with our veterinary professionals and ensuring a seamless experience for those seeking assistance during challenging times.
- Join us today and be the compassionate link between pets and their ownersMore about the role
- Joining our team as a Veterinary Services Call Handler means stepping into a role that goes beyond administrative tasks. You'll be the compassionate gateway for pet owners, connecting them with our veterinary professionals during challenging times.
- Collaborating with our support team, you'll gather crucial information to make informed decisions that prioritise the welfare of both pet and owner. You'll have the opportunity to grow both personally and professionally while making a meaningful impact in the lives of pets and their owners.
- Providing telephone answering services and outbound calling to assist clients and prospective clients in accessing our free and subsidised veterinary services.
- Communicating with clients in a sensitive, compassionate, and professional manner, ensuring their needs and concerns are addressed with empathy.
- Gathering information from clients about their pets to book appointments, prioritising the welfare of both pet and owner.
- Booking appointments and meticulously record case details, conversations, and agreements with pet owners to support veterinary professionals in their work.
- Collaborating with our support team of Supervisor, Veterinary Nurse, and Veterinary Surgeon to provide advice on decision that require their input.
- Delivering exceptional customer service to our clients, adhering to the Blue Cross Customer Charter.
- Ensuring clear and effective communication of information to clients, adapting to our diverse client base with sensitivity.
- Collaborating with other parts of the Blue Cross Veterinary team, contributing to ongoing learning and improvement initiatives.
- Representing the Blue Cross values and support our aims and objectives.
Working Hours:
- The Blue Cross UK Veterinary Services Call Hub six days a week, Monday to Friday (08:0018:30) and Saturday (09:0017:00), providing a vital service for pet owners as a compassionate gateway, connecting clients with our veterinary professionals.
- All Veterinary Call Handlers work on a rota basis, which includes coverage on Saturdays and bank holidays. On rare occasions, due to the nature of the work at Blue Cross and the requirements of this role, there may be a need to extend working hours to accommodate increased workload demandsAbout you
- You will be someone who communicates effectively, showing empathy and a genuine desire to assist others. Enjoying collaboration within a team environment, you'll willingly engage with the broader Blue Cross community. You will naturally bring qualities of thoroughness, efficiency, and reliability, seamlessly integrating with our organizational values and culture.
- A focus on providing excellent customer service is crucial, as it contributes to Blue Cross's reputation as a compassionate and caring organisation. The ability to remain flexible, adaptable, and proactive in addressing challenges is key to succeeding in this role.
Knowledge, skills, and experience - The ability to communicate well (both verbally and written)
- A good level of IT literacy with the ability to learn new systems.
- The ability to stay calm under pressure.
- Problem solving skills.
- It would also be great if you had:
- Experience of call handling in a work environment, such as a call centre.
- Proven track record of providing exceptional customer service.
- Experience in handling challenging customer situations with empathy and composure.
- Knowledge of using CRM/database systems.
- Familiarity with the charity and voluntary sector
How to apply- We reserve the right to close this vacancy early should we receive an overwhelming response.
Blue Cross benefits
- Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.
- In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.
- Our generous benefits package includes:
- Enhanced annual leave entitlement: 30 days plus bank holidays
- Pension scheme with enhanced employer contribution
- Health cash plan
- Life assurance
- Unlimited access to an employee assistance programme
- Programmes for physical and mental wellbeing support
- Fr
