Call Handler Part Time Weekend overnight
Vets Now
- Providing Exceptional Emergency Pet Care Vets Now are the UKs leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices
- from 60plus dedicated out-of-hours clinics and two24/7 pet emergency hospitals.
You will be joining our team of dedicated call handlers in our Dunfermline based Contact Centre.
Join Us in a Rewarding Part-Time Position Working Overnight at Weekends Vets Now are recruiting call handlers for our out of hours emergency service within our Contact Centre, Dunfermline.You will be required to work shifts covering our opening hours below.
We are looking for people who are flexible about the days and hours that they work to enable us to be there when our clients and their pets need us most.Saturdays and Bank Holidays from 23:00
- 08:00Sundays from 23:00
- 06:00 Due to this role being overnight, successful candidates must be 18 years and over.
Start date Monday 15th June 2026 Training dates Week 1
- 15th June Monday, Tuesday, Thursday and Friday 5pm
- 10pmWeek 2
- 22nd June Monday, Tuesday, Thursday and Friday 5pm
- 10pmWeek 3
- 29th June Various shifts throughout the week including weekend will be confirmed at start dateWeek 4
- 6th July Monday or Tuesday 6pm
- 10pm Contracted Hours 16 hours per week, worked within our opening hours detailed above Shift Patterns Please note weekend and bank holiday shifts are an essential part of this role.
Pay Rates Standard rate: £15.60 per hour.
Do you have strong customer service skills and a passion for helping others, especially in urgent or high pressure situations?Experience of working within a client or customer service environment.
Ideally some of this experience will have been gained in a contact centre environment.Excellent customer service and communication skills.Computer literacy with knowledge of MS Office packages and comfortable learning new systems.Good general languageskills.
Able to quickly collate information and relay it in speech and text.Able to work well under pressure, maintaining the tact and diplomacy required in challenging situations.Ability to adapt quickly and professionallyto a rapidly changing environment.Demonstrate problem solving skills.A passion for delivering service excellence.
Your role and responsibilities Handle calls as presented and manage according to agreed call flow to establish the nature of the call/emergency.Offer a consultation.Gathersand analyzes information provided, using judgement, knowledge, and pre determined algorithms to determine the most appropriate course of action.Explains who Vets Now are and ensure customers have all necessary information for their clinic/hospital consultation including location, fees, time taken to travel from their destination and arrival procedure.Uses our practice management system (Helix) to send an SMS with clinic/hospital information and directions to the customer.Accurately and efficiently log all calls.
Using our telephony and PC systems to book consultations, log cases and alert clinics/hospitals to incoming patients.Process all personal data in accordance with our Data Protection Policy and all Data Protection legislation and comply with all Information Security policies.
Our benefits 7 weeks pro rata annual leaveYour birthday as a paid day offHealth cash plan provided by Simply HealthUK standard Pension contributions- 5% Employee/3% EmployerUp to 50% discounted staff pet careDeath in service of two times annual salaryMembership of employee wellbeing programmeCompany sick, maternity, paternity and adoption pay schemesWe welcome applications from candidates of all backgrounds, including those from diverse and minority groups.
As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.