About the Job

Enquiries Assistant – Full Time

Home/Office working – Hybrid

£24,559.08 plus benefits

About Vets Now

Vets Now are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices, from 60 dedicated out-of-hours clinics and three 24/7 pet emergency hospitals.

About the role

We are seeking an experienced Enquiries Assistant to join our Enquiries Team on a permanent basis working 37.5 hours per week, Monday to Friday between 09:00 to 17:00. This is a hybrid role with attendance required at our Support Office in Dunfermline for meetings and team days.

The successful candidate will work with a range of internal and external stakeholders on tasks such as answering incoming calls, responding to emails, replying to reviews via our online feedback platform, taking payments, processing refunds, and setting up payment plans. In addition, the role includes supporting the insurance team when required, complaint handling and dealing with any ad hoc administrative tasks.

Key Responsibilities

  • Ensure all incoming contact is dealt with within our SLA guidelines.
  • Communicate effectively with others via telephone, email, website, social media and in writing.
  • Deal with more time-consuming queries from our clients and/or partner practices.
  • Use your strong administrative and prioritisation skills to maintain service levels and quality standards.
  • Ensure all written responses are dealt with timeously, professionally, on brand and with care and precision.
  • Log all communication on associated client record on Helix.
  • Take responsibility for incoming and outgoing client mail.
  • Organise the stationery requirements for the team.
  • Communicate clearly with both internal and external contacts, displaying excellent client core soft skills.
  • Working flexibly, on own initiative and as part of a team.
  • Dealing with difficult calls, staying calm under pressure, using tact and diplomacy to resolve problems effectively.
  • Continually seek to improve customer service by identifying customer improvement opportunities.
  • Ensuring compliance with GDPR during all communication.

Skills and Experience

  • Good working knowledge of Microsoft packages.
  • Proven experience with handling incoming telephone calls, particularly dealing with difficult calls.
  • Experience of written complaint communication is desirable.
  • Passion to deliver excellent customer service consistently.
  • Ability to display empathy with clients.
  • Attention to detail, with excellent investigative skills.
  • Previous experience of communicating with both internal and external stakeholders.
  • Previous experience with prioritising workload, staying organised and calm under pressure.

Rewards and Benefits

  • 7 weeks pro rata annual leave.
  • Your birthday as a paid day off.
  • Cash Health Plan provided by Simply Health.
  • Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers.
  • Family-friendly policies including sick, maternity, paternity and adoption pay schemes.
  • UK Standard Pension contributions – 5% Employee/3% Employer.
  • Up to 50% discounted staff pet care.
  • Paid volunteering days.
  • Death in service of two times annual salary.