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.

**Before we delve into the nitty gritty, here is what we offer you**:
The starting salary for this position is £11.44 per hour, with room for development.

**This is an onsite role at our central office in Woodford (Essex), and we have opportunities for both full and part-time positions.**

**We have a fantastic benefits package including**:

- 6.6 weeks annual leave including bank holidays (pro-rata for part-time)
- Colleague introduction reward when referring vets and RVNs
- The opportunity to join our private medical insurance scheme at a reduced rate
- Generous colleague introduction reward for vets and RVNs
- 24-hour Employee Assistance Programme
- Medical cashback plan involving refunds on many routine medical costs such as dental care, physiotherapy, optician, chiropractic fees, and more
- Shopping discounts
- Generous colleague discounts for your own animals
- Petplan 20% colleague discount

**About the role**

Our call handlers play an integral role within the group, supporting our busy clinics across London by taking day to day phone queries and bookings, and this in-turn provides an additional level of exceptional service for our clients.

**Your duties include but are not limited to**:

- 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.

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.

**Our future colleagues will have a strong background in customer service/reception and have excellent communication skills both on the phone and in writing.**

**About us**

In 2022 we celebrated our 70th anniversary and have 46 branches, 3 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, 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 our new starters.