Call Handler - Contact Centre

Inspiring Vet Care; Dunfermline; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Health plan

Pension contributions

Pet care discounts

Death in service cover

Wellbeing programme

Sick pay & enhanced leave

Job summary

Vets Now, part of Inspiring Vet Care, is recruiting for a Call Handler at the Dunfermline Contact Centre. This full-time role offers a salary of £26,227.50 and involves handling calls from pet owners, providing clear information and reassurance, and routing complex queries to the right team.

You will work 8am-7pm weekdays and Saturdays 8am-12pm with some flexibility. Join a team that values empathy, professionalism and the ability to stay calm in a fast-paced environment, and enjoy benefits

Qualifications

• Empathy and professionalism essential.
• Flexibility to work across shifts.
• Ability to reassure clients and communicate clearly.

Responsibilities

• 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.

Skills

Empathy

Professionalism

Flexibility

Communication

Calm under pressure

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Salary £26,227.50 (£13.45p.h)