Call Handler

About the Role

This Call Handler role is based in Vets Now’s Dunfermline Contact Centre, supporting its out of hours emergency service. You’ll be handling incoming calls, gathering key information, and helping clients understand what happens next when their pet needs urgent care.

There are various contracts available from 16 to 37 hours per week, with shifts typically lasting 3 to 8 hours. Working patterns cover weekday evenings from 18:00 to 01:00, Saturdays from 12:00 to 01:00, and Sundays and Bank Holidays from 07:00 to 01:00. Weekend and public or bank holiday working is standard, and candidates aged 18 and over may be required to work shifts finishing as late as 01:00.

Training starts on Monday 30th November 2026, with the first two training weeks set out in the rota details provided. This is a fast-paced role for someone who enjoys customer service, clear communication and staying calm when situations become urgent.

Key Responsibilities

• Answer calls and use the agreed call flow to identify the nature of each emergency.
• Offer consultations and triage information using judgement, knowledge and pre-determined algorithms.
• Explain Vets Now’s service and provide clients with key consultation details, including location, fees, travel time and arrival procedure.
• Use the Helix practice management system to send SMS messages with clinic or hospital details and directions.
• Accurately log calls, book consultations, record cases and alert clinics or hospitals to incoming patients.
• Handle personal data in line with Data Protection Policy and information security requirements.

Requirements

• Experience in a client or customer service environment.
• Some contact centre experience is preferred.
• Strong customer service and communication skills.
• Computer literacy, including MS Office and the ability to learn new systems.
• Good general language skills, with the ability to collate information quickly and relay it clearly in speech and writing.
• Confidence working under pressure with tact and diplomacy.
• Ability to adapt quickly in a changing environment.
• Problem solving skills and a clear focus on service excellence.
• Weekend and public or bank holiday working is required.

Benefits

• Pay of £13.45 per hour.
• Enhanced night rate of £15.60 per hour for hours worked between 23:00 and 08:00.
• 7 weeks pro rata annual leave.
• Your birthday as a paid day off.
• Health cash plan provided by Simply Health.
• UK standard pension contributions at 5% employee and 3% employer.
• Up to 50% discounted staff pet care.
• Death in service cover at two times annual salary.
• Membership of an employee wellbeing programme.
• Company sick, maternity, paternity and adoption pay schemes.

About the Practice

Vets Now is the UK’s leading provider of emergency pet care, supporting more than 1700 veterinary practices through a network of dedicated out of hours clinics and two 24/7 pet emergency hospitals. This role sits within the Dunfermline based Contact Centre.

The wider organisation describes a close-knit culture with structured rotas, experienced clinical teams and opportunities to grow. It also offers graduate and early-career pathways, including Edge programmes.