Call Handler – Part Time

About the Role

You’ll be joining Vets Now’s Contact Centre team in Dunfermline as a part-time Call Handler for their out-of-hours emergency service. This is shift-based work with a flexible schedule covering evenings, weekends, and bank holidays—shifts include weekday evenings from 18:00–01:00, Saturdays from 12:00–01:00, and Sundays/bank holidays from 07:00–01:00. Weekend and bank holiday working is essential for this role, and you’ll be expected to work public holidays as part of your commitment.

You’ll be the first point of contact for pet owners calling in emergencies, working alongside a dedicated team to manage hundreds of calls daily across Vets Now’s 60+ out-of-hours clinics and two 24/7 pet emergency hospitals nationwide.

Key Responsibilities

• Answer and handle incoming calls, quickly establishing the nature of each emergency using agreed call flow protocols
• Assess and triage calls using your judgement, knowledge, and predetermined algorithms to identify the most appropriate next steps
• Provide callers with clear information about Vets Now, including clinic/hospital locations, fees, travel times, and arrival procedures
• Use the Helix practice management system to send SMS directions and clinic details to customers
• Accurately and efficiently log all calls using telephony and PC systems, booking consultations and alerting clinics to incoming patients
• Handle all personal data in compliance with Data Protection legislation and Information Security policies

Requirements

• Flexibility and willingness to work varied shifts across evenings, weekends, and bank holidays
• Strong communication and listening skills to manage distressed callers effectively
• Ability to remain calm and professional in high-pressure situations
• Basic IT competency for using telephony systems and practice management software
• A commitment to delivering exceptional customer service to pet owners in their time of need

Benefits

• Hourly rate: £13.45 per hour
• 7 weeks pro rata annual leave
• Paid day off on your birthday
• 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 pet care, operating 60+ dedicated out-of-hours clinics and two 24/7 pet emergency hospitals. The organisation supports more than 1,700 veterinary practices nationwide, providing trusted emergency coverage when local practices are closed. The Dunfermline Contact Centre is a busy hub handling high volumes of emergency calls with a supportive, flexible team culture.

The company prides itself on flexibility—whether you’re seeking one shift per month or full-time work, Vets Now aim to accommodate your needs. Recruitment is ongoing with vacancies refreshed weekly, and the team is happy to discuss opportunities that fit your situation.