Contact Centre Team Leader - Dunfermline Contact Centre 
Full-time - £33,167.97

 

 

Vets 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.

We are now looking for an experienced team leader to join our Dunfermline Contact Centre and help us take our service to the next level.

 

About the Role

 

Role: Contact Centre Team Leader
Location: Dunfermline
Hours: 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.

 

Lead from the Front

 

As Contact Centre Team Leader, you’ll take responsibility for the day-to-day running of our Dunfermline-based contact centre, supporting your team to deliver an exceptional experience for every client.

You’ll be a visible and supportive leader, helping your team to perform at their best while creating an environment where people feel valued, supported and motivated to succeed.

From coaching and developing your team to managing operational challenges and identifying opportunities to improve how we work, you’ll have a direct impact on both team performance and the service we provide to pet owners.
You’ll be fully supported by a dedicated management team, alongside a collaborative network of IVC clinics and hospitals across the UK.

 

What You’ll Be Doing

 

As part of your role, you’ll:
•    Lead and inspire your team – providing clear direction, support and encouragement to help everyone perform at their best.
•    Coach and develop – identify opportunities for learning and development, providing regular feedback and helping team members grow in confidence and capability.
•    Champion exceptional customer service – ensuring every interaction reflects the care, empathy and professionalism Vets Now is known for.
•    Oversee day-to-day operations – helping to ensure the contact centre runs efficiently and effectively across each shift.
•    Monitor performance – use relevant performance information to identify trends, address challenges and celebrate successes.
•    Drive continuous improvement – look for ways to improve processes, efficiency and the overall client experience.
•    Handle operational challenges – remain calm and solutions-focused when dealing with complex or challenging situations.
•    Build a positive team culture – create an inclusive environment where people feel listened to, supported and able to do their best work.
•    Work collaboratively – build strong relationships with colleagues, managers and teams across our wider inspiring vet care network. 

 

Who we are looking for

 

We’re looking for an experienced and confident team leader who enjoys developing others and thrives in a fast-paced environment.
Ideally, you’ll bring:
•    Leadership experience – previous experience in a team leader, supervisor or similar people-management role.
•    Customer service expertise – experience working in a client or customer service environment, ideally within a contact centre.
•    Excellent communication skills – confident communicating with people at all levels and able to adapt your approach to different situations.
•    A coaching mindset – someone who genuinely enjoys supporting others and helping people reach their potential.
•    Calmness under pressure – able to remain professional, tactful and solutions-focused when faced with challenging situations.
•    A proactive approach – confident identifying problems, finding solutions and taking action rather than waiting to be asked.
•    Adaptability – comfortable embracing change and helping your team navigate a fast-moving environment.
•    A keen eye for detail – organised, thorough and committed to maintaining high standards.

This is an opportunity to step into a role where your leadership will have a genuine impact, not only on your team, but on the experience of pet owners contacting Vets Now when they need support most.

 

Why Join 

 

We value our people as much as the pets we care for. As part of our team, you’ll enjoy: 
•    Competitive salary 
•    7 weeks’ pro rata annual leave 
•    Your birthday as an additional day off  
•    Cash Health Plan via Simply Health 
•    Vets Now For You – discounts and cashback from 100s of retailers 
•    Standard pension contributions (5% employee / 3% employer) 
•    Discounted pet care for your furry family members 
•    Employee wellbeing programme membership 
•    Death in service cover (2x annual salary) 
•    Company sick pay and enhanced maternity, paternity, and adoption leave 

 

Ready to lead a team that makes a difference in the moments that matter?

Apply today to take the next step in your leadership journey with a company that’s as passionate about people as it is about pets.