Veterinary Services Call Handler

LLOYD'S REGISTER INTERNATIONAL; Manchester; Hybrid; GBP 19,000 - 27,000; Full time

Benefits offered by this job

38 days holiday rising with service

Wellbeing programmes

Health cash plan

Employee assistance programme

Pension with enhanced employer contrib

Professional fees for CPD

Life assurance

Pet Plan discount

Enhanced family policies

Volunteer days

Job summary

Blue Cross in Manchester is seeking a Veterinary Services Call Handler to be the compassionate gateway for pet owners, triaging calls by phone, email and webchat, and coordinating with veterinary staff.

Initially office-based, with a transition to a hybrid pattern (3 days in the office, 2 days from home). The role is 35 hours per week with a salary of £23,311 per annum, requiring empathy, accuracy and IT literacy.

Qualifications

• Excellent communication skills, both verbal and written.
• A good level of IT literacy with the ability to learn new systems.
• Ability to remain calm under pressure.
• Strong problem-solving skills.
• Ability to demonstrate understanding and application of Blue Cross values.

Responsibilities

• Act as the gateway to services via phone, email and webchat and triage cases.
• Gather key information to prioritise urgent cases and coordinate with Veterinary Surgeons.
• Manage administration: book appointments, process payments and record conversations.
• Provide empathetic, non-judgemental support to distressed pet owners.
• Initially office-based, then hybrid pattern (3 days in the office, 2 days remote).

Skills

Excellent communication

IT literacy

Calm under pressure

Problem solving

Blue Cross values

Call handling experience

Customer service

CRM knowledge

Charity sector familiarity

Empathy and professionalism

Tools

CRM systems

Job description

Veterinary Services Call Handler

Contract:Permanent, hybrid, 35 hours per week

Salary:£23,311 per annum

Location:Radcliffe M26 2UH

Closing date:Monday 21 September 2026

Interview date:Monday 28 September and Thursday 1 October 2026

We are recruiting for a Customer Support Representative at our call hub in Manchester. Be the compassionate voice that helps pets in crisis, join our team and become the vital link between worried owners and the life-saving care their animals need.

More about the role

As a Customer Support Representative, you will act as the compassionate gateway to our services, connecting worried pet owners with the life-saving care they need. You will be the first point of contact via telephone, email, and webchat, helping to triage cases to ensure that animal welfare is always prioritised.

Your day will be fast-paced and varied. You will gather key information to help prioritise the most urgent cases, working closely with our Veterinary Surgeons and Nurses to ensure critical animals are seen quickly. Alongside this, you will manage the essential administration that keeps our hubs running, booking appointments, processing payments, and ensuring every conversation is accurately recorded on our database.

This role requires both efficiency and heart. You will often speak to owners who are distressed or facing financial hardship, so the ability to listen without judgement is vital. By delivering exceptional customer service with empathy and composure, you will ensure every client feels supported during what can be a stressful time.

Initially you will be office based. Once you have completed your training period you will be able to work a hybrid pattern consisting of 3 days in the office and 2 days working from home.

Working Hours:

The Blue Cross veterinary services call hub operate six days a week, Monday to Friday (08:00-18:30) and Saturday (09:00-17:00). All Veterinary Services Call Handlers work on a rota basis, which includes coverage on Saturdays and bank holidays. On rare occasions, due to the nature of the work at Blue Cross and the requirements of this role, there may be a need to extend working hours to accommodate increased workload demands.

About you

You are a resilient and empathetic communicator who genuinely wants to help people and their pets. Because our clients are often facing financial hardship or emotional distress, you have the ability to listen without judgement, remaining calm and professional even in challenging conversations. You need to be comfortable working on your own as well as collaboratively.

We are looking for someone who is reliable, efficient, and proactive. You will be comfortable working in a collaborative team environment, ready to adapt to the changing needs of a busy veterinary hub. You don't just follow a script; you use your problem-solving skills and initiative to find the best outcome for both the pet and the owner.

Essential Qualifications, Skills, and Experience

• Excellent communication skills, both verbal and written.
• A good level of IT literacy with the ability to learn new systems.
• Ability to remain calm under pressure.
• Strong problem-solving skills.
• Ability to demonstrate understanding and application of Blue Cross values.

Desirable Qualifications, Skills, and Experience

• Experience in handling challenging customer situations with empathy and composure.
• Experience of call handling in a work environment, such as a call centre.
• Proven track record of providing exceptional customer service.
• Knowledge of using CRM/database systems.
• Familiarity with the charity and voluntary sector.

As part of the interview process, you'll participate in a competency-based interview, a phone simulation exercise, and have the chance to shadow a team member to get a firsthand look at the role.

We reserve the right to close this vacancy early should we receive an overwhelming response.

Blue Cross benefits

Our generous benefits package includes:

• Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
• Programmes for physical and mental wellbeing support
• Health cash plan
• Unlimited access to an employee assistance programme
• Pension scheme with enhanced employer contribution
• Professional fees paid with Continuing Professional Development and personal development support.
• Life assurance
• 20% discount on Pet Plan pet insurance
• Enhanced family friendly policies
• Recognition scheme
• Annual volunteer days
• Charity worker discounts across a variety of retailers

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