{"id":2117138,"url":"https://alion.io/job/ivcevidensia-call-handler-contact-centre","title":"Call Handler - Contact Centre","company":{"id":2785832,"name":"IVC Evidensia","domain":"ivcevidensia.co.uk","url":"https://alion.io/company/ivcevidensia","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":77,"open_postings":15,"ghost_share":0,"stale_share":0.933,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dunfermline, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":26228,"max":26228,"currency":"GBP","period":"year","gross":null,"usd_annual":35082},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T16:44:38Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T02:55:25Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Call Handler - Dunfermline Contact Centre Full-time - £26,227.50\nVets Now, part of inspiring vet care, are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices, - from dedicated out-of-hours clinics and 24/7 pet emergency hospitals.\nMake a Difference When It Matters Most\nIf you’re someone who enjoys helping others and can bring empathy, professionalism and flexibility to a busy environment, this could be the perfect opportunity for you.\nWhether you’re reassuring a worried pet owner, answering an important question or making sure the right information reaches the right team, you’ll play an important part in supporting pet owners when they need us most.\nRole: Call Handler\nLocation: Dunfermline Contact Centre\nHours: This is a full-time position working across Monday to Friday between 8am and 7pm and 3:6 Saturdays 8am-12pm. Flexibility around your working days and hours is important, as we want to be there for pet owners when they need us most. Occasional bank holiday working will also be required.\nMore Than a Call\nAs a Call Handler with Vets Now, you’ll support our inspiring vet care clinics, acting as the first point of contact for pet owners who may be worried, concerned or unsure of what to do next.\nThis is about much more than simply answering calls. You’ll provide reassurance, clear information and a calm, friendly voice when pet owners need it most, helping to ensure every client receives the high-quality support and service we’re known for.\nWhat You’ll Be Doing\nAs part of your role, you’ll:\nBe the first point of contact - handling incoming and outgoing calls promptly, professionally and with a friendly approach.\nProvide clear and helpful information - responding to client queries accurately and making sure they understand what happens next.\nListen, reassure and support - bringing empathy and patience to every conversation, particularly when clients may be worried about their pets.\nKeep accurate records - ensuring all relevant call details are recorded clearly and accurately on our systems.\nKnow when to escalate - recognising more complex queries and making sure they are passed to the appropriate team.\nFollow our processes - working within established call-handling protocols to provide a consistent and professional service.\nSupport the wider team - helping with administrative tasks and other activities when required.\nBring Your Best to Every Conversation\nWe’re looking for someone who enjoys working with people, communicates confidently and can stay calm and organised in a fast-paced environment.\nMost importantly, you’ll understand that sometimes a friendly voice, a little reassurance and knowing what to do next can make all the difference.\nWhat You’ll Get in Return\nWe believe in rewarding our team members not just with a competitive hourly rate, but also with benefits that support wellbeing and work-life balance:\nYour birthday off - paid\nHealth cash plan via Simply Health\nPension contributions: 5% employee / 3% employer\nUp to 50% off pet care for your own pets\nDeath in service cover - two times annual salary\nAccess to our employee wellbeing programme\nCompany sick pay and enhanced maternity, paternity, and adoption leave\nBe part of a team, where every conversation matters - Apply Now\nIf you're ready to join a purpose-driven company where your role makes a real difference to pets and their owners, we’d love to hear from you.","description_format":"text","description_chars":3450,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Farming & Agriculture","Veterinary Medicine"],"lifecycle":[{"event":"open","at":"2026-10-08T23:31:03Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.458,"p_room":0.75,"age_days":25,"expected_fill_days":30,"reasons":["conf:1","stale_co","velocity","win:late","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":35082,"is_top_pay":false},"html_url":"https://alion.io/job/ivcevidensia-call-handler-contact-centre","json_url":"https://alion.io/job/ivcevidensia-call-handler-contact-centre.json","meta":{"generated_at":"2026-10-22T05:52:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":409,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2785832},"rest":"https://alion.io/mcp/rest/get_company?id=2785832"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fivcevidensia-call-handler-contact-centre"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fivcevidensia-call-handler-contact-centre"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fivcevidensia-call-handler-contact-centre"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ivcevidensia-call-handler-contact-centre\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fivcevidensia-call-handler-contact-centre"}]}