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- Tasks: Handle emergency calls and provide vital information to pet owners.
- Company: Join Vets Now, the UK's top provider of emergency pet care.
- Benefits: Enjoy 7 weeks leave, health cash plan, and discounted pet care.
- Why this job: Make a real difference in pets' lives while working flexible hours.
- Qualifications: No specific qualifications required; just a passion for helping animals.
- Other info: Must be available for weekend and bank holiday shifts.
Vets Now – 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+ 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.
Join Us in a Rewarding Part-Time Position
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. (see 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.
Contracted Hours
- Average of 16–25 hours per week, worked within our opening hours.
- Shifts will vary in length (typically 3–8 hours).
Typical Shift Times
- Weekday evenings: 18:00 – 23:00
- Saturdays: 12:00 – 01:00 (Sunday AM) Shifts will vary in length (typically 3–8 hours).
- Sundays and Bank Holidays: 07:00 – 01:00 (Monday AM)
Shift Patterns
- 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.
- Please note weekend and bank holiday shifts are an essential part of this role.
Pay Rates
- Standard rate: £12.60 per hour.
- Enhanced night rate: £15.00 per hour (for hours worked between 23:00 and 08:00)
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 language skills. 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 professionally to 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.
- Gather 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.
Our 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
If you are ready to take on a role that really makes a difference apply online now.
We 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.
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Call Handler – Part time employer: Vets Now
Contact Detail:
Vets Now Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler – Part time
✨Tip Number 1
Familiarise yourself with Vets Now and their services. Understanding their emergency pet care approach will help you communicate effectively during the interview and show your genuine interest in the role.
✨Tip Number 2
Be prepared to discuss your availability. Since the role requires flexibility with shifts, having a clear idea of when you can work will demonstrate your commitment and willingness to meet their needs.
✨Tip Number 3
Practice handling hypothetical emergency scenarios. This will help you think on your feet and showcase your problem-solving skills during the interview, which is crucial for a call handler role.
✨Tip Number 4
Highlight any previous customer service experience. Whether it's in a call centre or another setting, showing that you have the skills to manage calls and provide excellent service will strengthen your application.
We think you need these skills to ace Call Handler – Part time
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Call Handler at Vets Now. Familiarise yourself with their services and the importance of emergency pet care.
Tailor Your CV: Highlight relevant experience in customer service or call handling. Emphasise any skills that relate to communication, empathy, and problem-solving, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for animal care and your ability to handle emergency situations. Mention your flexibility regarding working hours, especially weekends and bank holidays.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Vets Now
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a call handler. Familiarise yourself with the types of calls you might receive and how to handle emergencies effectively.
✨Show Flexibility
Since the role requires working various shifts, be prepared to discuss your availability. Highlight your flexibility regarding weekends and bank holidays, as this is crucial for the position.
✨Demonstrate Empathy
As a call handler, you'll be dealing with pet owners in distress. Show that you can empathise with their situation and communicate compassionately. Prepare examples of how you've handled sensitive situations in the past.
✨Familiarise Yourself with Vets Now
Research Vets Now and their services. Understand their mission and values, and be ready to explain why you want to work for them specifically. This shows genuine interest and commitment to the role.
