Emergency Pet Care: Contact Centre Team Lead

Vets Now; Dunfermline; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

7 weeks pro rata annual leave

Your birthday as a paid day off

Cash Health Plan provided by Simply**

Vets Now For You – rewards gateway

UK Standard Pension contributions – 5%

Discounted staff pet care

Employee wellbeing programme

Death in service 2x annual salary

Company sick, maternity, paternity and

Job summary

Vets Now in Dunfermline has a leadership opportunity for a Contact Centre Team Leader. You will oversee a team of call handlers, ensuring compassionate, efficient handling of emergency inquiries.

Based at our Dunfermline support office, you will work 37.5 hours weekly across 5 of 7 days, including evenings and weekends, and report to the senior management team.

Join a network of clinics delivering UK-leading pet emergency care and drive service excellence with coaching and performance monitoring.

Qualifications

• Experience in client or customer service environment, ideally in a contact centre.
• Excellent customer service and communication skills.
• Previous leadership experience.
• Experience coaching and mentoring in the workplace.
• Ability to work under pressure and meet tight deadlines.
• Adapt quickly to a rapidly changing environment.
• Experience in a high-volume, fast-paced environment.
• Attention to detail and a passion for service excellence.

Responsibilities

• Lead, motivate and support a team of call handlers in the contact centre.
• Drive service excellence and manage performance during shifts.
• Coach and mentor staff to deliver compassionate, effective responses.
• Collaborate with clinical and senior management to improve operations.
• Maintain professionalism and tact in challenging situations.

Skills

Customer service experience

Leadership experience

Coaching and mentoring

Strong communication

Work under pressure

Problem solving

Attention to detail

High-volume environment

Job description

Vets Now in Dunfermline has a leadership opportunity for a Contact Centre Team Leader. You will oversee a team of call handlers, ensuring compassionate, efficient handling of emergency inquiries.

Based at our Dunfermline support office, you will work 37.5 hours weekly across 5 of 7 days, including evenings and weekends, and report to the senior management team.

Join a network of clinics delivering UK-leading pet emergency care and drive service excellence with coaching and performance monitoring.