Call Handler - Contact Centre

IVC Evidensia; Dunfermline; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Birthday off (paid)

Health cash plan

Pension contributions

Pet care discount

Death in service

Wellbeing programme

Sick pay & enhanced leave

Job summary

Vets Now in Dunfermline is seeking a dedicated Call Handler to join the Contact Centre.

You will greet pet owners, answer questions, provide reassurance and record details accurately to help our clinics.

This full-time role offers a schedule across Monday to Friday 8am–7pm, with Saturdays 8am–12pm and occasional bank holidays, at a salary of £26,227.50 per year.

Qualifications

• Excellent communication and empathy.
• Ability to stay calm in a busy environment.
• Flexibility to cover shifts as required.

Responsibilities

• Be the first point of contact – handle calls promptly and professionally.
• Provide clear, accurate information and ensure callers understand next steps.
• Listen, reassure and support clients during conversations.
• Keep accurate records of call details in the system.
• Know when to route complex queries to the appropriate team.
• Follow established call-handling protocols for consistency.
• Support wider team with admin tasks when needed.

Skills

Empathy

Communication

Organisation

Call handling

Tools

CRM systems

Job description

Call Handler - Dunfermline Contact Centre

Full-time - £26,227.50

Vets Now, part of inspiring vet care, are the UK's leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices, - from dedicated out-of-hours clinics and 24/7 pet emergency hospitals.

Make a Difference When It Matters Most

If you're someone who enjoys helping others and can bring empathy, professionalism and flexibility to a busy environment, this could be the perfect opportunity for you.

Whether you're reassuring a worried pet owner, answering an important question or making sure the right information reaches the right team, you'll play an important part in supporting pet owners when they need us most.

Role: Call Handler

Location: Dunfermline Contact Centre

Hours: This is a full-time position working across Monday to Friday between 8am and 7pm and 3:6 Saturdays 8am-12pm. Flexibility around your working days and hours is important, as we want to be there for pet owners when they need us most. Occasional bank holiday working will also be required.

More Than a Call

As a Call Handler with Vets Now, you'll support our inspiring vet care clinics, acting as the first point of contact for pet owners who may be worried, concerned or unsure of what to do next.

This is about much more than simply answering calls. You'll provide reassurance, clear information and a calm, friendly voice when pet owners need it most, helping to ensure every client receives the high-quality support and service we're known for.

What You'll Be Doing

• Be the first point of contact – handling incoming and outgoing calls promptly, professionally and with a friendly approach.
• Provide clear and helpful information – responding to client queries accurately and making sure they understand what happens next.
• Listen, reassure and support – bringing empathy and patience to every conversation, particularly when clients may be worried about their pets.
• Keep accurate records – ensuring all relevant call details are recorded clearly and accurately on our systems.
• Know when to escape – recognising more complex queries and making sure they are passed to the appropriate team.
• Follow our processes – working within established call‑handling protocols to provide a consistent and professional service.
• Support the wider team – helping with administrative tasks and other activities when required.

Bring Your Best to Every Conversation

We're looking for someone who enjoys working with people, communicates confidently and can stay calm and organised in a fast‑paced environment.

Most importantly, you'll understand that sometimes a friendly voice, a little reassurance and knowing what to do next can make all the difference.

What You'll Get In Return

• Your birthday off – paid
• Health cash plan via Simply Health
• Pension contributions: 5% employee / 3% employer
• Up to 50% off pet care for your own pets
• Death in service cover – two times annual salary
• Access to our employee wellbeing programme
• Company sick pay and enhanced maternity, paternity, and adoption leave

If you're ready to join a purpose-driven company where your role makes a real difference to pets and their owners, we'd love to hear from you.

£26,227.50 - £26,227.50 a year

Salary £26,227.50 (£13.45p.h)