Call Handler

About the Role

You'll be part of Vets Now's dedicated Contact Centre team in Dunfermline, handling emergency calls for the UK's leading out-of-hours pet care provider. This is a part-time night shift role working weekends and bank holidays, with a guaranteed 16 hours per week on a structured rota. You'll be the first point of contact for pet owners in urgent situations, working Saturday and Sunday nights from 23:00 to 08:00 or 06:00 respectively.

This role involves managing incoming calls, gathering patient information, liaising with clinics and hospitals, and ensuring pet owners have all the details they need for their emergency consultation. You'll use Vets Now's practice management system (Helix) to log cases, book consultations, and send SMS directions to customers. The training programme spans four weeks, with shifts scheduled between 17:00 and 22:00 during your induction.

Key Responsibilities

• Answer and manage emergency calls according to agreed call flow protocols
• Establish the nature of each call and determine the appropriate course of action using judgement and pre-determined algorithms
• Offer telephone consultations and gather comprehensive information from callers
• Explain Vets Now's services, clinic locations, fees, and expected travel times to customers
• Use Helix practice management system to send SMS with clinic information and directions
• Accurately and efficiently log all calls using telephony and PC systems
• Book consultations and alert clinics and hospitals to incoming patients
• Process personal data in accordance with Data Protection legislation and Information Security policies

Requirements

• Must be 18 years or over (due to overnight shift nature)
• Experience in customer service or contact centre environments preferred
• Excellent communication and customer service skills
• Ability to work well under pressure whilst maintaining tact and diplomacy in challenging situations
• Computer literacy including MS Office proficiency and willingness to learn new systems
• Strong language skills and ability to quickly collate and relay information both verbally and in writing
• Problem-solving ability and adaptability in a rapidly changing environment
• Passion for delivering service excellence
• Flexible availability to work weekends and bank holidays (mandatory requirement)

Benefits

• Competitive hourly rate of £15.60 per hour
• 7 weeks pro rata annual leave
• Birthday as a paid day off
• Health cash plan provided by Simply Health
• Pension contributions: 5% employee, 3% employer
• Up to 50% discounted staff pet care
• Death in service benefit of two times annual salary
• Membership of employee wellbeing programme
• Company sick, maternity, paternity and adoption pay schemes

About the Practice

Vets Now is the UK's leading provider of emergency out-of-hours pet care, operating over 60 dedicated emergency clinics and two 24/7 pet emergency hospitals. The organisation serves more than 1,700 veterinary practices across the country, providing trusted emergency cover when regular practices are closed. The Dunfermline Contact Centre is a core part of this service, fielding calls 24/7 and coordinating emergency care.

As a Disability Confident Employer, Vets Now welcomes applications from candidates of all backgrounds and commits to providing reasonable adjustments throughout the recruitment process. The company prides itself on flexibility, offering shift patterns that can be tailored to individual circumstances, from one shift per month to full-time arrangements.