Empathy-Driven Call Handler – Pet Care Support

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

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.