Call Handler - Part Time & Full Time Options available

Vets Now; Dunfermline; On-site; GBP 19,000 - 21,000; Full time

Benefits offered by this job

7 weeks pro rata annual leave

Birthday paid day off

Health cash plan

Pension contributions 5%/3%

Staff pet care discount 50%

Death in service

Wellbeing programme

Sick pay schemes

Job summary

Vets Now is recruiting call handlers for its Dunfermline Contact Centre to support out-of-hours emergency service. You will work a variety of shifts including evenings, weekends and bank holidays.

Training starts soon with multiple weekly patterns, and contracts range from part-time to full-time across 16–37 hours per week. Minimum requirements include strong customer service skills, MS Office proficiency, and the ability to handle high-pressure situations.

Qualifications

• Experience in a client or customer service environment.
• Excellent customer service and communication skills.
• Computer literacy with MS Office and ability to learn new systems.
• Good general language skills.
• Able to work well under pressure and adapt to rapid changes.

Responsibilities

• Handle calls and follow call flow to determine the call type.
• Offer customer consultations and provide information for clinics/hospitals.
• Log calls accurately using the practice management system and book consultations.
• Explain services, locations, fees, and arrival procedures to customers.
• Process personal data in line with Data Protection policies.

Skills

Customer service

Communication

MS Office

Data entry

Language skills

Tools

Helix

Job description

Vets Now - Providing Exceptional Emergency Pet Care

Vets Now are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices – from 60 plus dedicated out-of-hours clinics and two 24/7 pet emergency hospitals. You will be joining our team of dedicated call handlers in our Dunfermline based Contact Centre.

Are you ready for a new and rewarding role?

Vets Now are recruiting call handlers for our out of hours emergency service within our Contact Centre, Dunfermline. You will be required to work a variety of shifts covering our opening hours. We are looking for people who are flexible about the days and hours that they work to enable us to be there when our clients and their pets need us most.

• Weekday evenings from 18:00-01:00
• Saturdays from 12:00-01:00
• Sundays and Bank Holidays from 07:00-01:00

Please note before applying that weekend and bank holiday working is a pre-requisite of accepting this position and you will be expected to work public and bank holidays.

Start date: Monday 30th November 2026

Training dates for 30th November start date:

• W1 - 30th Nov - 4 days out of 7 Mon/Fri 5pm - 10pm
• W2 - 7th Dec- 4 days out of 7 Mon/Fri 5pm - 10pm
• W3 - 14th Dec - Various shifts throughout the week inc weekend will be confirmed at start date
  Please note: If selecting larger contracts, training will slightly differ to this but we can discuss this further should you have any questions.

Contracted Hours

• Various contracts available - 16hrs/week, 20hrs/week, 25hrs/week, 28hrs/week, 30hrs/week & 37hrs/week.
• Shifts will vary in length (typically 3-8 hours).

Shift Patterns

• Candidates under 18: can work until 23:00 (in line with working time regulations).
• Candidates 18 and over: may be required to work shifts finishing as late as 01:00.
• All contracts include Weekend & Public/Bank Holiday working as standard.

Pay Rates

• Standard rate: £13.45 per hour.
• Enhanced night rate: £15.60 per hour (for hours worked between 23:00 and 08:00)

Do you have strong customer service skills and a passion for helping others, especially in urgent or high-pressure situations?

• Experience of working within a client or customer service environment. Ideally some of this experience will have been gained in a contact centre environment.
• Excellent customer service and communication skills.
• Computer literacy with knowledge of MS Office packages and comfortable learning new systems.
• Good general languageskills. Able to quickly collate information and relay it in speech and text.
• Able to work well under pressure, maintaining the tact and diplomacy required in challenging situations.
• Ability to adapt quickly and professionallyto a rapidly changing environment.
• Demonstrate problem solving skills.
• A passion for delivering service excellence.

Your role and responsibilities

• Handle calls as presented and manage according to agreed call flow to establish the nature of the call/emergency.
• Offer a consultation.
• Gathersand analyses information provided, using judgement, knowledge, and pre-determined algorithms to determine the most appropriate course of action.
• Explains who Vets Now are and ensure customers have all necessary information for their clinic/hospital consultation including location, fees, time taken to travel from their destination and arrival procedure.
• Uses our practice management system (Helix) to send an SMS with clinic/hospital information and directions to the customer.
• Accurately and efficiently log all calls. Using our telephony and PC systems to book consultations, log cases and alert clinics/hospitals to incoming patients.
• Process all personal data in accordance with our Data Protection Policy and all Data Protection legislation and comply with all Information Security policies.

Our benefits

• 7 weeks pro rata annual leave
• Your birthday as a paid day off
• Health cash plan provided by Simply Health
• UK standard Pension contributions - 5% Employee/3% Employer
• Up to 50% discounted staff pet care
• Death in service of two times annual salary
• Membership of employee wellbeing programme
• Company sick, maternity, paternity and adoption pay schemes

We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.