Team Leader – Full Time

Vets Now; Dunfermline; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

7 weeks annual leave

Birthday day off

Health plan

Staff discounts

Pension scheme

Pet care discounts

Wellbeing programme

Death in service

Sick pay & enhanced leave

Job summary

Vets Now in Dunfermline is seeking a proactive Contact Centre Team Leader to oversee day-to-day operations and deliver outstanding customer care for pets and their owners.

You will lead a 37.5-hour week, 5 days out of 7, collaborating with a UK-wide clinic network, mentoring staff, and driving continuous improvement within a supportive management framework.

Qualifications

• Experience leading a contact centre or similar team.
• Excellent communication and customer service skills.
• Coaching mindset with ability to mentor staff.
• Calm under pressure with proactive problem solving.
• Adaptable to fast-paced service environments.

Responsibilities

• Oversee day-to-day operations of the Dunfermline contact centre.
• Drive efficiency and monitor team performance.
• Mentor and support contact centre staff.
• Collaborate with management network across the UK.

Skills

People management

Customer service

Leadership

Coaching

Communication

Problem solving

Job description

Ready for a New Leadership Challenge?

Join the UK's Leading Provider of Emergency Pet Care

At Vets Now, we're at the forefront of emergency and critical veterinary care-making a real difference to pet owners and saving lives every single day.

We're now looking for a Team leader to join our Contact Centre team in Dunfermline, supporting daytime clinics.

About the Role: Contact Centre Team Leader

Location: Dunfermline
Hours: Full-time, 37.5 hours per week
Shift Pattern: 5 out of 7 days

• Monday to Sunday: 08:00-19:00
• Start date - 12/10/2026

Lead from the Front

You'll oversee day-to-day operations within our Dunfermline-based contact centre, ensuring exceptional customer service and strong team performance. You'll drive efficiency, foster a supportive team culture, and champion continuous improvement. From mentoring staff to handling operational challenges, your leadership will directly contribute to the standard of care we provide for pets and their owners.

You’ll be fully supported by a dedicated management team and a collaborative network of IVC clinics across the UK.

What We're Looking For

We're seeking a proven leader with strong operational and people-management skills. Ideally, you'll bring:

• Experience in a client/customer service environment - preferably within a contact centre
• Excellent communication and customer service skills
• Prior experience in a leadership or supervisory role
• A coaching mindset with the ability to mentor and support your team
• Calm, tactful approach under pressure and in challenging situations
• A proactive problem-solver who thrives under tight deadlines
• Adaptability to change in a fast-paced environment
• High attention to detail and a drive for service excellence

Why Join Vets Now?

We value our people as much as the pets we care for. As part of our team, you'll enjoy:

• Competitive salary
• 7 weeks' pro rata annual leave
• Your birthday as an additional day off
• Cash Health Plan via Simply Health
• Vets Now For You- discounts and cashback from 100s of retailers
• Standard pension contributions (5% employee / 3% employer)
• Discounted pet care for your furry family members
• Employee wellbeing programme membership
• Death in service cover (2x annual salary)
• Company sick pay and enhanced maternity, paternity, and adoption leave

Be Part of Vets Now.

Apply today to take the next step in your leadership journey with a company that's as passionate about people as it is about pets.