About the vacancy

We're currently recruiting a Veterinary Services Call Handler to join our Veterinary Services Call Hub team based in our call hub in Radcliffe. Our Customer Support Specialists, including the Veterinary Customer Service Call Handler, play a key role in helping our customers get the help they need for their pets.

• Provide telephone answering and outbound calling services to assist clients and prospective clients in accessing our free and subsidised veterinary services
• Communicate with clients in a sensitive, compassionate, and professional manner
• Gather information from clients about their pets to facilitate effective triaging decisions for optimal outcomes
• Schedule appointments and accurately record case details, conversations, and agreements with pet owners to support veterinary professionals
• Collaborate with the support team, including Supervisors, Veterinary Nurses and Veterinary Surgeons, to provide advice on triaging decisions requiring their input
• Process client payments over the phone via card or online payment portal and manage associated administration tasks
• Deliver excellent customer service in line with the Blue Cross Customer Charter commitments
• Ensure clear and effective communication with clients, considering the diverse client base
• Provide advice to the public through various channels, including email, social media, and live chat
• Assist with the registration of new clients, aiding them in providing evidence of qualifying means-tested benefits and offering advice to those unable to access our services
• Engage with other parts of the Blue Cross Veterinary team to facilitate ongoing learning and improvement
• Uphold Blue Cross values and support organisational aims and objectives
• Attend relevant team and function meetings as required
• Participate in ongoing training and development events to uphold best practices

Other duties and responsibilities:

• Provide additional contact handling services as needed to support other areas of Blue Cross
• Adhere to the RCVS code of professional conduct
• Follow Blue Cross Health & Safety and COSHH procedures
• Abide by Blue Cross Standard Operating Procedures
• Collaborate closely with the Hospitals team and Clinical Directorate
• Foster a one-team approach by working collaboratively with colleagues across the organisation

You will receive the following training:

• Customer Service Practitioner Level 2 Apprenticeship Standard qualification
• This is a work-based qualification with monthly college attendance
• Training schedule has yet to be agreed, details will be made available at a later date

What skills are we looking for?

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience
• Stay calm under pressure

Qualifications

• Essential : English (GCSE or equivalent - C/4 or above)
• Essential : Maths (GCSE or equivalent - C/4 or above)

Outcome

• This is a permanent, full-time role