Contact Centre Team Leader

Vets Now; Dunfermline; On-site; GBP 60,000 - GBP 80,000; Full time

Job description

Are you looking for a new leadership challenge?

Be part of the UK’s leading provider of Emergency Pet Care

We are at the forefront of emergency and critical care, making a real difference to pet owners and saving the lives of pets each day. We provide cover to over 1000 vet practices and have over 60 emergency clinics and specialist referral hospitals across the UK. Vets Now are truly at the cutting edge of pet emergency services.

About the role

We are currently seeking a Contact Centre Team Leader to join our contact centre based in Dunfermline.

This is a full-time, permanent position working 37.5 hours per week.

The role involves working 5 days out of 7 to cover contact centre opening hours.

Shifts include weekday evenings, weekend days and evenings, and overnight work.

Lead from the front

Working as a contact centre team leader at Vets Now will expose you to rewarding experiences you simply wouldn’t see in any other contact centre role.

This role will involve leading, motivating and supporting a team of call handlers who are the first point of contact for worried pet owners in an emergency. Our contact centre team, the pet equivalent of 999, are motivated by driving service excellence.

You will be based at our support office in Dunfermline and will be fully supported by our clinical and senior management team. Our network of pet emergency clinics and emergency specialty hospitals work in collaboration to ensure we can offer the best emergency and critical care in the country. Whether it’s sharing best practice or offering an empathetic ear, you will never be alone at Vets Now.

Are you a successful leader with strong operational skills?

We are the experts in emergency and critical care veterinary practice and that’s why we only employ the best. To be a part of our operational leadership team we are looking for someone with:

• Experience of working within a client or customer service environment. Ideally some of this experience will have been gained in a contact centre environment.
• Excellent customer service and communication skills
• Previous experience of working in a leadership role
• Experience of supporting, coaching and mentoring in the workplace
• Ability to work well under pressure, maintaining the tact and diplomacy required in challenging situations
• Demonstrate the ability to work to tight deadlines and seek solutions to problems
• Ability to adapt quickly and professionally to a rapidly changing environment
• Experience in working in a high volume, fast-paced environment
• Excellence in attention to detail
• A passion for delivering service excellence

Benefits

• Competitive salary
• 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
• UK Standard Pension contributions – 5% Employee/3% Employer
• Discounted staff pet care
• Membership of employee wellbeing programme
• Death in service of two times annual salary
• Company sick, maternity, paternity and adoption pay schemes