Veterinary Client Support Call Handler

Goddard Veterinary Group; Greater London; On-site; GBP 14,000 - 21,000; Part time

Benefits offered by this job

6.6 weeks annual leave (pro rata)

Private medical healthcare (discount)

Medical cashback incentives

Onsite parking

Woodford Underground nearby

Part-time 3 days/week schedule

Job summary

Goddard Veterinary Group in London is seeking an experienced Call Handler to be the first point of contact for clients calling about their pets. You will book appointments, triage sick animals, and answer enquiries through phone or online chat.

The role emphasizes empathy, patience and clear communication. Experience in customer service, reception or call handling is ideal; veterinary experience is a bonus. Located at our Woodford head office with good transport links nearby.

Qualifications

• Strong background in customer service, reception or call handling.
• Excellent communication skills, both telephone and written.
• Empathy, patience and ability to calm clients.

Responsibilities

• Booking appointments and triaging pets over the phone and chat.
• Handle queries about prescriptions, food, treatment and patient care.
• Maintain accurate client and patient records.
• Make proactive calls about vaccinations and preventive care.
• Refer messages to practice teams and liaise with branches.

Skills

Customer service

Reception

Call handling

Communication

Empathy

Job description

Love talking to people almost as much as you love animals?

We have a gem of a role for an experienced, client-focused Call Handler to become the first point of contact for our valued clients calling about their beloved pets.

Our Client Support Centre supports all our Goddard sites across London, including three hospitals, helping clients access our veterinary teams quickly and easily by telephone and video consultation.

You'll join our friendly team of 12 colleagues at our Head office based in Woodford, with clinical management on hand to support you with medical queries.

What you'll be doing

You'll be the friendly voice at the end of the phone, helping clients with everything from booking appointments and triaging poorly pets to answering enquiries through our online chat.

You'll also:

• Liaise with our branches to arrange appropriate appointments
• Handle queries about prescriptions, food, treatment and patient care
• Keep client and patient records accurate and up to date
• Make proactive calls to clients about vaccinations and preventative healthcare
• Talk to clients about relevant products and services, always with their pet’s needs in mind
• Record important conversations and pass messages to our practice teams

It's a role where empathy, patience and excellent communication really matter. Sometimes you'll be speaking to someone whose pet is simply overdue a vaccination, and sometimes you'll be the person they call when they're worried and don't know what to do.

We're looking for someone with a strong background in customer service, reception or call handling, who is confident communicating both on the phone and in writing.

Veterinary experience would be lovely, but we're particularly interested in people who are calm, compassionate, organised and brilliant with people.

A little about us

Our Client Support Centre is based in our Woodford office, tucked beside a lovely church green with a duck pond and some rather vocal resident geese. There's plenty of onsite parking, and Woodford Underground is around a 20-minute walk away.

Whats on offer:

£12.71 per hour - 3 days per week averaging 18 hours per week

You'll also receive:

• 6.6 weeks annual leave including bank holidays (pro rata)
• The opportunity to join our private medical healthcare scheme at a reduced rate
• Medical cashback incentives

Experience

Reception, Client Care, Customer Service

£11,896.56 (£26,437 FTE based on 40 hours)