Veterinary Services Call Handler

Contract: Permanent, hybrid, 35 hours per week Salary: £23,311 per annum Location: Radcliffe M26 2UH Closing date: Tuesday 18 August 2026 Interview date: Tuesday 25 August 2026 We are recruiting for a Customer Support Representative at our call hub in Manchester. Be the compassionate voice that helps pets in crisis, join our team and become the vital link between worried owners and the life-saving care their animals need. More about the role As a Customer Support Representative, you will act as the compassionate gateway to our services, connecting worried pet owners with the life-saving care they need. You will be the first point of contact via telephone, email, and webchat, helping to triage cases to ensure that animal welfare is always prioritised. Your day will be fast-paced and varied. You will gather key information to help prioritise the most urgent cases, working closely with our Veterinary Surgeons and Nurses to ensure critical animals are seen quickly. Alongside this, you will manage the essential administration that keeps our hubs running, booking appointments, processing payments, and ensuring every conversation is accurately recorded on our database. This role requires both efficiency and heart. You will often speak to owners who are distressed or facing financial hardship, so the ability to listen without judgement is vital. By delivering exceptional customer service with empathy and composure, you will ensure every client feels supported during what can be a stressful time. Initially you will be office based. Once you have completed your training period you will be able to work a hybrid pattern consisting of 3 days in the office and 2 days working from home. Working Hours: The Blue Cross veterinary services call hub operate six days a week, Monday to Friday (08:00-18:30) and Saturday (09:00-17:00). All Veterinary Services Call Handlers work on a rota basis, which includes coverage on Saturdays and bank holidays. On rare occasions, due to the nature of the work at Blue Cross and the requirements of this role, there may be a need to extend working hours to accommodate increased workload demands. About you You are a resilient and empathetic communicator who genuinely wants to help people and their pets. Because our clients are often facing financial hardship or emotional distress, you have the ability to listen without judgement, remaining calm and professional even in challenging conversations. You need to be comfortable working on your own as well as collaboratively. We are looking for someone who is reliable, efficient, and proactive. You will be comfortable working in a collaborative team environment, ready to adapt to the changing needs of a busy veterinary hub. You don't just follow a script; you use your problem-solving skills and initiative to find the best outcome for both the pet and the owner. Essential Qualifications, Skills, and Experience Excellent communication skills, both verbal and written. A good level of IT literacy with the ability to learn new systems. Ability to remain calm under pressure. Strong problem-solving skills. Ability to demonstrate understanding and application of Blue Cross values. Desirable Qualifications, Skills, and Experience Experience in handling challenging customer situations with empathy and composure. Experience of call handling in a work environment, such as a call centre. Proven track record of providing exceptional customer service. Knowledge of using CRM/database systems. Familiarity with the charity and voluntary sector. How to apply Click the apply button below and complete the online application process before the closing date. As part of the interview process, you'll participate in a competency-based interview, a phone simulation exercise, and have the chance to shadow a team member to get a firsthand look at the role. We reserve the right to close this vacancy early should we receive an overwhelming response. Blue Cross benefits Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today. In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are. Our generous benefits package includes: Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays) Programmes for physical and mental wellbeing support Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family Health cash plan Unlimited access to an employee assistance programme Pension scheme with enhanced employer contribution Professional fees paid with Continuing Professional Development and personal development support. Life assurance 20% discount on Pet Plan pet insurance Enhanced family friendly policies Recognition scheme Annual volunteer days Charity worker discounts across a variety of retailers To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.