Hospital Phone Operator, Victoria animal hospital
3 month fixed term contract, part time (16 hours/2 days)

Blue Cross are one of the UK’s leading animal welfare organisations for animals. We support sick, injured and homeless pets and care for more than 40,000 animals every year through our rehoming, veterinary and education programmes.

What is the role?
The Blue Cross hospitals provide 24/7 veterinary care for pets whose owners can’t afford private veterinary fees. Hospital Phone Operators are often the first point of contact for our clients and are essential in providing information to owners and triaging health concerns over the phone. They share general health care advice, and information about registration, Blue Cross policies and a wide range of other aspects of Blue Cross and its work. Supporting clients with telephone queries in a calm, professional manner and understanding their needs are integral responsibilities of the role.

Clients can be highly emotive when concerned about their pets, and the Hospital Phone Operators will be able to demonstrate patience and empathy, while still adhering to phone targets and providing the highest level of customer service possible. You will have a genuine desire to improve the lives of pets and their clients and be proactive in the promotion and delivery of Blue Cross aims.

This role is a 3 month fixed term working 16 hours per week over two days, shifts will be on a rota basis and may include covering weekends, evenings and late shifts, nights, Bank Holidays and on call. Some home working may also be required.

Want to know more the detail? Great! We have attached the job description which hopefully gives you everything you need.

If you excel in an environment where you can see the difference you make every day then this is the role for you. Interested? Then apply and lets work together to see if this is the role for you.

What is required?
We are looking for people with the following:
• Experience of responding to a high volume of telephone and email enquiries in a busy customer service environment
• Demonstrable understanding of animal health and welfare principals and knowledge of caring for a variety of species
• Ability to handle challenging situations with tact and diplomacy
• A calm, confident telephone manner
• An understanding of confidentiality and Data Protection legislation
• Excellent communication, literacy, numeracy, IT and administrative skills including a good knowledge of Windows and MS Office

It would also be great if you had:
• Previous experience of working in the charity/voluntary sector
• Previous experience of a busy hospital/clinic environment
• Qualification in Animal Care or similar
• Qualification in customer service or similar

To apply for this role, all candidates must complete the online application process.

To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.

Salary: £21,622 Plus £3,954 London Weighting Allowance per annum pro rata
Grade: 5.2
Closing Date: 14th December 2022

We reserve the right to close this vacancy early should we receive an overwhelming response.

At Blue Cross we are passionate about our commitment to diversity, inclusion and removing barriers, should you like to discuss any reasonable adjustments or changes to our recruitment process to support you to be your best then please get in touch. You can get in touch with us 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.

Blue Cross holds inclusion as a core organisational value. We positively encourage applications from suitably qualified, experienced and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status or pregnancy and maternity. We actively embrace our differences and know that it is our differences that make us unique. You are very welcome at Blue Cross, without the need to hide any part of who you are.