About Vets Now
Vets Now is the UK’s leading provider of emergency pet care, delivering trusted services to more than 1,700 veterinary practices through over 60 dedicated out-of-hours clinics and two 24/7 pet emergency hospitals. This role is based in the Dunfermline Contact Centre, where dedicated call handlers support pet owners during emergencies.
- Employer: Vets Now
- Job Title: Call Handler – Part-time
- Location: United Kingdom
- Salary: £12.60 – £15.00 per hour
- Job Type: Part-time
The Role
Vets Now is recruiting call handlers to join the out-of-hours emergency service team in the Dunfermline Contact Centre.
Contracted Hours
Average of 16–20 hours per week
Shifts typically 3–8 hours
Typical Shift Times
Weekday evenings: 18:00 – 23:00
Saturdays: 12:00 – 01:00 (Sunday AM)
Sundays & Bank Holidays: 07:00 – 01:00 (Monday AM)
Note: Weekend and bank holiday shifts are essential for this role.
Candidates under 18: can work until 23:00 (in line with working time regulations)
Candidates 18 and over: may be required to work shifts finishing as late as 01:00
Pay Rates
Standard rate: £12.60 per hour
Enhanced night rate: £15.00 per hour (for hours worked between 23:00 and 08:00)
Responsibilities
Handle calls as presented, following agreed call flow to establish the nature of the emergency
Offer consultations and gather information to determine the most appropriate course of action
Provide customers with information about Vets Now clinics/hospitals, including location, fees, travel times, and arrival procedures
Use the Helix practice management system to send SMS details with directions
Accurately log all calls, book consultations, and alert clinics/hospitals to incoming patients
Process personal data in line with Data Protection policies and legislation
Comply with Information Security policies
Candidate Requirements
Strong customer service skills with the ability to remain calm in urgent or high-pressure situations
Experience in a client-facing or customer service environment (contact centre experience desirable)
Excellent communication skills, both verbal and written
Computer literacy, including MS Office, and ability to learn new systems
Ability to collate and relay information quickly and accurately
Resilient under pressure with tact and diplomacy in challenging situations
Problem-solving skills and adaptability in a fast-changing environment
Passion for delivering service excellence
Benefits
7 weeks pro rata annual leave
Birthday day off (paid)
Health cash plan through Simply Health
Pension contributions (5% Employee / 3% Employer)
Up to 50% discounted staff pet care
Death in service benefit (2x annual salary)
Employee wellbeing programme membership
Company sick, maternity, paternity, and adoption pay schemes
Inclusion and Diversity
Vets Now welcomes applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, the company encourages candidates with disabilities and health conditions to apply and is committed to providing reasonable adjustments throughout the recruitment process.
How to Apply
If you’re interested in this role, visit the official website for more information — click here to apply now.