Call Handler - Contact Centre

IVC Evidensia Group; Dunfermline; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Birthday off

Health cash plan

Pension contributions

Pet care discount

Death in service cover

Employee wellbeing programme

Sick pay & enhanced leave

Job summary

Vets Now in Dunfermline is seeking a Call Handler to join the contact centre on a full-time basis. You will be the first point of contact for pet owners, delivering reassurance and clear information while guiding them through the next steps.

The role requires empathy, professionalism, and flexibility to operate across busy shifts, with occasional bank holidays. Full-time hours and a supportive team atmosphere are offered by Vets Now.

Qualifications

• Empathy, professionalism and flexibility in a busy environment.
• Ability to reassure callers and provide clear information.
• Strong communication and active listening skills.

Responsibilities

• Be the first point of contact handling incoming and outgoing calls promptly and professionally.
• Provide clear and helpful information and explain next steps to clients.
• Listen, reassure and support callers, especially when pets are involved.
• Keep accurate records of call details on our systems.
• Escalate more complex queries to the appropriate team.
• Follow established call-handling protocols to ensure consistent service.
• Support the wider team with administrative tasks when required.

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

As part of your role, you'll:

• 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

We believe in rewarding our team members not just with a competitive hourly rate, but also with benefits that support wellbeing and work-life balance:

• 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

Vets Now, Support Office

Penguin House, Castle Riggs, Dunfermline, KY11 8SG, United Kingdom

At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

Any questions before applying?

Speak to Amelia Bateman from our recruitment team who would be happy to help you with any questions you have before applying for this role.