Contact Centre – Shift Supervisor (Weekends Overnight)

Vets Now; Dunfermline; On-site; GBP 24,000 - 36,000; Part time

Job summary

Vets Now, the UK’s leading provider of Emergency Pet Care, is seeking a part-time Contact Centre Shift Supervisor for its Dunfermline office. This role involves managing weekend shifts, supporting a dedicated team, and ensuring exceptional service for pet owners during emergencies. Join a dynamic environment where your skills and compassion can truly make a difference!

Benefits

Competitive salary

7 weeks pro rata annual leave

Birthday as a paid day off

Cash Health Plan

Discounts and cashback with retailers

Pension contributions

Discounted staff pet care

Employee wellbeing programme

Death in service benefit

Sick, maternity, paternity and adoption pay

Qualifications

• Experience within a client or customer service environment, ideally in a contact centre.
• Excellent customer service and communication skills.
• Previous supervisory experience.

Responsibilities

• Manage and support the Contact Centre team during weekend shifts.
• Handle immediate requests from pet emergency clinics.
• Motivate call handlers as the first point of contact for pet owners in emergencies.

Skills

Customer service

Communication

Supervisory skills

Coaching and mentoring

Ability to work under pressure

Attention to detail

Problem-solving

Adaptability

Service excellence

Job description

Are you looking for a new 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 Shift Supervisor to join our contact centre based in Dunfermline.

This is a part time role, working overnight at the weekend and bank holidays.

This role is 16 hrs per week, Saturday 2300-0800 and Sunday 2300-0600. (candidates must be available to work every weekend)

Due to legal restrictions on night work, this role is only open to applicants aged 18 or over.

Supporting our people

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

This role will involve responsibility for the on-shift management of the Contact Centre team overnight at the weekends. Supporting and encouraging call handlers in their role. Dealing with any immediate requests from our pet emergency clinics.

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 leadership 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 supervisor 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 Shift Supervisor 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 supervisory 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

We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.