Our Company Culture
Vetsure is a fast-growing SME providing a range of services to independent vets across the UK including pet insurance, buying group services and facilities management services to enable vets to collect monthly direct debits for pet health plans.
We are experiencing exceptional growth and now turn over in excess of £50m.
The positive values woven into the fabric of Vetsure, stem from our love of pets and our passion for care, support and wellbeing. This culture extends throughout our team too, and we strive to create an inclusive and engaging environment where all our employees feel valued and able to thrive.
Key facts about the role
Contract Type: Full time, office based, permanent
Hours: 37.5 hours per week, Monday to Friday. 10.00am to 6.30pm.
Required to work 1 in 3 Saturdays, 9.00am to 1.00pm. These hours are accrued and will be given as time off in lieu during the following week.
Location: Hatfield, Hertfordshire
Salary: £25,000 rising to £26,000 following successful completion of a 6-month probationary period.
Benefits:
· 25 days annual leave plus bank holidays. Following 3 years continuous service, annual leave will increase by 1 additional day per completed year of service up to a maximum of 28 days
· 3% pension contribution when you contribute 5%
· An Employee Assistance Programme
· Buy or sell annual leave
· Halfords Cycyle2Work Scheme
· Free parking
Once you pass your induction phase
· Optional enrolment onto our Vitality Healthcare scheme with a £30.00 contribution each month made by Vetsure towards your premium.
· 2 days additional annual leave to settle a new cat or dog into your home
· 1 day additional annual leave to move to a new home
· Discounted pet insurance
Reports to: Contact Centre Team Leader.
Job Description
The Contact Centre Executive is responsible for managing inbound and outbound calls, delivering exceptional service to both potential and existing customers, with a strong emphasis on driving sales and customer engagement. This role involves setting up new policies, managing customer records, and providing proactive support to increase customer awareness and drive sales. Additionally, the role includes administrative tasks, handling Pet Health Plans (PHP), and supporting veterinary partnerships to further enhance service levels and business growth.
Main Duties
· Handle inbound sales and customer service calls, ensuring exceptional service is provided to potential and existing customers, meeting departmental service levels.
· Set up new policies, update existing customer records, and issue business documentation in line with company processes (e.g., renewal notices 21 days prior to the renewal date).
· Increase consumer awareness and drive sales by converting warm leads into active policies through outbound calls, building relationships with customers who have previously engaged with the company.
· Manage and administer PHPs, including setup, cancellations, and timely communication with both customers and veterinary practices.
· Ensure timely and accurate postal communication for policies, claims, and PHPs is sent within set timeframes.
· Handle first-line complaints in a professional manner, following the company’s complaints procedure.
· Build and maintain strong relationships with veterinary practices, reinforcing partnerships and driving lead generation.
· Assist veterinary groups with day-to-day issues, including support for the leads portal and system-related queries.
· Stay up to date with regulatory responsibilities, ensuring adherence to Financial Conduct Authority (FCA) guidelines, Treating Customers Fairly (TCF) principles, and GDPR (General Data Protection Regulations).
· Be proactive in identifying and managing risks that could impact the role and business operations.
· Align daily actions with the company’s purpose and values, ensuring all customer interactions reflect these principles.
· Perform other duties as assigned by management, including assisting with User Acceptance Testing (UAT) or special projects.
Person Specification
This role is critical in delivering high-quality customer service and sales support, ensuring all customers receive timely, accurate information and that sales targets are met. It also plays an important role in maintaining positive relationships with veterinary practices, supporting the growth and development of the business.
· Desire to delight the customer by building rapport and delivering a consistently high standard of customer service.
· Strong verbal, written, and listening communication skills with a natural ability to build rapport and maintain relationships.
· Ability to effectively handle objections and provide solutions in a calm and empathetic manner.
· Proven sales experience, with the ability to perform needs analysis, fact-finding, objection handling, and closing sales.
· Strong organisational and time management skills, with a keen attention to detail.
· Proactive, methodical approach to tasks, striving to consistently deliver high standards.
· Self-motivated and adaptable, able to work independently while contributing to a collaborative team environment.
· Understanding of FCA and TCF regulations, and ability to comply with Consumer Duty regulations advantageous.
· Proficiency in MS Excel, Word, and PowerPoint for reporting, data entry, and communication purposes.
· Experience of using a customer relationship management (CRM) system advantageous.
· Strong interpersonal skills with the ability to adapt to a variety of communication styles.
· Previous experience in a customer service or sales role, preferably in the insurance or pet industry.
· Sales experience, ideally with outbound calling and lead conversion.
· Proficiency with computer systems and databases, with a focus on accurate data entry and administration.
· Experience handling complaints in a professional and effective manner.
Why Join Vetsure?
At Vetsure, we are proud to offer a supportive, collaborative working environment where people feel valued and respected. We are passionate about the wellbeing of pets and the people who care for them, and we aim to provide an excellent experience for both customers and colleagues.
We invest in our people, offer opportunities for personal and professional development, and create a workplace culture where success is shared, and achievements are recognised.
Disability Confident Employer
Vetsure is a Disability Confident employer, part of a voluntary government scheme. We are committed to fairly assessing, employing and supporting disabled employees through reasonable adjustments and an inclusive culture.
We offer interviews to disabled candidates who meet the essential criteria outlined in this job description. However, where application volumes are exceptionally high and it may not be practical to offer interviews to everyone, we will take through a fair and proportionate number, offering interviews to those disabled candidates who best meet the criteria.
Pay: £25,000.00-£26,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Work from home
Work Location: In person
