AddressCustomer Complaints Consultant
Hybrid Working – Mainly home based with travel to office for occasional meetings.
Up to £25,000 DOE plus benefits
About Vets Now
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 Customer Complaints Consultant to join our client care team.
This is predominately a home-based role, occasional attendance in our support office in Dunfermline will be required for ad hoc meetings and training.
Working hours are typically Monday to Friday from 9am to 5pm, we can offer a degree of flexibility with working hours.
Key responsibilities
- Work as a team to take responsibility for the complaint’s mailbox and admin duties.
- Gather evidence to ensure a fair and robust complaint investigations can take place.
- Review and consider evidence, using own judgement to reach a fair outcome for both the client and the business.
- Take ownership of complaints and manage own workload and prioritise to ensure complaints are responded to in a timely manner and within SLA.
- Communicate clearly with both internal and external contacts, displaying excellent soft skills.
- Continually seek to improve customer service by identifying improvement opportunities.
- Ensure compliance with GDPR during all communication and maintain confidentiality regarding staff and clients.
- Identify key root cause complaint issues and log these on the complaints management system.
Skills and experience
- Passion to deliver excellent customer service consistently
- Ability to display empathy and de-escalate difficult situations
- Strong written and verbal communication skills with good attention to detail
- Ability to prioritise workload and work to tight deadlines
- Resilient and adaptable to change
- Excellent investigative and problem solving skills
- Good organisational skills with ability to multi-task
- Good working knowledge of Microsoft packages
- Ability to work flexibly, on own initiative and as part of a team
- Ability to deal with difficult calls
- Proven experience in a complaint handling role desirable
Rewards and benefits
- 7 weeks 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
