VA206 – Contact Centre Call Handler – 30 Hours a week

We are looking for a client-focused and forward-looking person to join our friendly contact centre team in Woodford Green, on the Essex/London borders.

This role is due to expansion and is an exciting one which forms part of a fast-expanding contact centre team.  We offer our clients an easier way to access vets and nurses’ services by telephone and video consultations. You’ll be a great communicator, proactive, and will assume responsibility in ensuring that our clients and patients receive the very best care.  The call handler will join our friendly and professional team responsible for dealing with inbound and outbound calls for our practices and will work in collaboration with practice colleagues across the group to ensure excellent client service is always given

The position is for 30 hours per week from 10am to 4.30pm Tuesday to Friday and 9am to 1pm on a Saturday, this is a for 6 month fixed term contract to cover maternity leave. The salary for this role is £11 per hour.  This role is office-based, located at Claygate House, Woodford Green. This is an excellent location, with the benefits of easy access into central London yet situated on the edge of the beautiful Epping Forest. 

If you can demonstrate commitment to working to the highest customer service standards, dedication to delivering excellent client care and a desire to help and support both clients and colleagues, then we’d love to hear from you.

Duties will include:
– Booking appointments
– Receiving and responding to enquiries by telephone and online chat service
– Advising clients on vaccinations, flea, worming and neutering protocol
– Registering new clients
– Advising clients on pet insurance matters
– Promoting our Pets healthcare plan
– Taking prescription requests
– Handling enquiries relating to euthanasia and cremation
– Receiving and resolving complaints
– Updating client files.

We have a great benefits package including: 
– Simply Health which provides cashback/refunds on many routine medical costs such as dental care, physiotherapy, -optician, chiropractic fees, and more.
– 24hr Employee Assistance Programme.
– Generous shopping/leisure discounts (never pay full price in all the major shops and cinemas again!).
– Cycle to work scheme.
– Great colleague pet discount scheme. 
– Paid BVNA membership, RCVS and VDS fees.
– Colleague Introduction incentive of £2500. 
– Increasing holiday allowance with length of service. 

Transport links are good; the Contact Centre offices have on-site parking and are a short distance from Woodford Underground Station, the A406 North Circular Road and M11.

In 2022 we are celebrating our 70th anniversary and have 44 branches, 3 hospitals and our own nurse training college.  We value all of our colleagues and our forward-looking approach means we have introduced a Colleague Forum to listen to our peers’ views, as well as monthly Town Hall meetings, communicating real time updates, taking polls with live Q&A’s to ensure we’re making the right, collaborative decisions for our people. All our senior managers are Mental Health First Aid trained and we offer Wellness plans for all our new starters. 

We have a great reputation for looking after our employees and over 20% of our team have been with us 10 years or more.

If you are interested in this rewarding role and would like to know more, please click the apply button now,  if you would like more information or an informal chat to discuss the role further please email