Description
Contract: Permanent, full time
Salary: £21,840 per annum
Location: Radcliffe, Greater Manchester, M26 1NQ
Closing date: Tuesday 3 December 2024
Interview date: Friday 13 December 2024
Are you passionate about animals and looking for a role where you can make a real difference? Join our team as a Customer Support Representative within our Veterinary Services call hub and become the friendly voice that helps pet owners through some of their toughest moments. This is an ideal entry-level role where you can gain valuable experience in the veterinary field while making a positive impact on the lives of pets and their owners.
More about the role
In this position, you'll do more than manage administrative tasks—you'll offer compassionate support to clients, ensuring they connect with our experienced veterinary professionals. Your role will involve handling calls, emails, and webchats with a blend of empathy and professionalism, making sure every interaction is meaningful and supportive.
You will collaborate with our dedicated support team, gathering key information to aid in informed decision-making that prioritises the well-being of both pets and their owners. This role offers a chance to develop both personally and professionally while making a tangible impact in the lives of pets and their families.
A typical day will involve:
* Answering phone calls to help clients access our veterinary services.
* Interacting with clients in a sensitive, compassionate, and professional manner, addressing their needs and concerns effectively.
* Collecting essential information to schedule appointments and ensure the welfare of both pets and their owners is prioritised.
* Working alongside our Supervisor, Veterinary Nurses, and Veterinary Surgeons to provide advice and make informed decisions.
* Accurately documenting case details, conversations, and agreements, supporting our veterinary professionals in their work.
* Delivering outstanding customer service.
* Adapting your communication style to effectively inform and support a diverse client base.
* Upholding the values and mission of Blue Cross, supporting our objectives in every aspect of your role.
This role is more than just a job—it's an opportunity to make a significant difference in the lives of pets and their owners. If you are ready to use your skills and compassion to contribute to a meaningful cause, we would be delighted to hear from you.
Working Hours:
Our Blue Cross Veterinary Services call hub is open six days a week, Monday to Friday (08:00-18:30) and Saturday (09:00-17:00), providing a vital service for pet owners as a compassionate gateway, connecting clients with our veterinary professionals.
All Customer Support Representatives work on a rota basis, which includes coverage on Saturdays and bank holidays. On rare occasions, due to the nature of the work at Blue Cross and the requirements of this role, there may be a need to extend working hours to accommodate increased workload demands.
About you
You will be someone who communicates effectively, showing empathy and a genuine desire to assist others. Enjoying collaboration within a team environment, you'll willingly engage with the broader Blue Cross community. You will naturally bring qualities of thoroughness, efficiency, and reliability, seamlessly integrating with our organizational values and culture.
A focus on providing excellent customer service is crucial, as it contributes to Blue Cross's reputation as a compassionate and caring organisation. The ability to remain flexible, adaptable, and proactive in addressing challenges is key to succeeding in this role.
Knowledge, skills, and experience
* The ability to communicate well (both verbally and written)
* A good level of IT literacy with the ability to learn new systems.
* The ability to stay calm under pressure.
* Problem solving skills.
* The ability to demonstrate, understanding and apply our Blue Cross values.
It would also be great if you had:
* Experience of call handling in a work environment, such as a call centre.
* Proven track record of providing exceptional customer service.
* Experience in handling challenging customer situations with empathy and composure.
* Knowledge of using CRM/database systems.
* Familiarity with the charity and voluntary sector
How to apply
Click the apply button below and complete the online application process before the closing date on Tuesday 3 December 2024. As part of the interview process, you'll participate in a competency-based interview, a phone simulation exercise, and have the chance to shadow a team member to get a firsthand look at the role.
We reserve the right to close this vacancy early should we receive an overwhelming response.
Please note, internally this role is known as a Veterinary Services Call Handler.
Blue Cross benefits
Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.
In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.
Our generous benefits package includes:
* Enhanced annual leave entitlement: 30 days plus bank holidays
* Pension scheme with enhanced employer contribution
* Health cash plan
* Life assurance
* Unlimited access to an employee assistance programme
* Programmes for physical and mental wellbeing support
* Free access to GP via MetLife
* Recognition scheme Annual volunteer days
* Claim for professional fees
To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.
Blue Cross is a national charity that has been helping sick, injured and homeless pets since 1897.
Every month we help thousands of pets and their people by providing veterinary care, expert behaviour advice and find homeless pets loving families. We also offer education for future generations plus pet bereavement support for those who have lost their beloved pet companion.
We love the ways that pets can make such an amazing difference to the people they live with and we offer lifelong support and advice to help that unique relationship thrive. With your support we can give back to more pets and their families who need our help.
Pets change lives. We change theirs.
Our commitment to diversity and inclusion
We believe that every pet should enjoy a healthy life in a happy home, and we always seek to recruit the best people who share our values and commitment so we can continue to help and support pet owners across the UK to achieve this.
At Blue Cross, we want you to feel that you belong, without the need to hide any part of who you are.
Diversity and inclusion at Blue Cross means creating a workplace where all people, regardless of gender, race, sexual orientation, religion, nation or country of origin, disability, age, and socioeconomic backgrounds are welcome, respected, supported, and have access to equal opportunities.
We are working hard to reflect the world we live in and the communities we serve at every level of our organisation. As much as we have made positive advances, we consider diversity and inclusion to be a work in progress – a continual commitment that remains a priority for all of us.
If you would like to talk to us about any reasonable adjustments or changes to our recruitment process to support you to be your best, then please get in touch either via email at jobs@bluecross.org.uk, via telephone on 01993 825515 or if you would prefer a video call then we can arrange this using Microsoft Teams.
Our values
Our values define the way we do things. We use them every day to guide us, and to make sure we put people and pets at the heart of everything we do.
Compassionate: We listen, we are non-judgmental, we are kind and caring to the pets and people we encounter, and we offer support in difficult times
Courageous: We make brave decisions, embrace change, and encourage innovation, ensuring we always act with integrity – doing the right thing even when no one is looking
Inclusive: We value all our relationships and work in an open and positive culture where we celebrate our diverse talents and empower you to be you