Call Handler - Part Time

Now for, Providing Exceptional Emergency Pet Care

Vets Now are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices – from 60 plus dedicated out-of-hours clinics and two 24/7 pet emergency hospitals. You will be joining our team of dedicated Call Handlers in our Dunfermline based Contact Centre.

Now for, a Part time role?

Vets Now are recruiting Call Handlers for our out of hours emergency service within our Contact Centre, Dunfermline. You will be required to work a variety of shifts covering our opening hours. 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.

• Weekday evenings from 18:00-23:00
• Saturdays from 12:00-23:00
• Sundays and Bank Holidays from 08:00-23:00

Please note before applying that weekend and bank holiday working is a pre-requisite of accepting this position and you will be expected to work public and bank holidays.

Now for, 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.
• Gains and analyses 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.

Now for, your benefits

• 7 weeks pro rata annual leave
• Your birthday as a paid day off
• Health cash plan provided by Simply Health
• UK standard Pension contributions – 5% Employee/3% Employer
• Up to 50% discounted staff pet care
• Death in service of two times annual salary
• Membership of employee wellbeing programme
• Company sick, maternity, paternity and adoption pay schemes
• £12 per hour

If you are ready to take on a role that really makes a difference apply online now.