Veterinary Services Call Handler Apprentice


Greater Manchester, M26 1NQ

Closes in 31 days (Friday 23 August)

Posted on 10 July 2024


We're currently recruiting a Veterinary Services Call Handler to join our Veterinary Services Call Hub team based in our call hub in Radcliffe. Our Customer Support Specialists, including the Veterinary Customer Service Call Handler, play a key role in helping our customers get the help they need for their pets.

Annual wage
£21,840 a year

Minimum wage rates (opens in new tab)

The pay may be negotiated and may rise after a probation period has been successfully completed.

Training course
Customer service practitioner (level 2)
The hours are on a rota basis covering Saturdays & bank holidays. Occasionally, due to the nature of the work, and this post, it may be necessary to exceed these hours when the workload demands. Shifts to be confirmed.

35 hours a week

Possible start date

Monday 2 September


1 Year 4 Months

Positions available



As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

  • Customer Service Practitioner Level 2 Apprenticeship Standard qualification
  • This is a work-based qualification with monthly college attendance
  • Training schedule has yet to be agreed, details will be made available at a later date

Where you’ll work


Greater Manchester

M26 1NQ


An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation


Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents
  • Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
  • Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
  • Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
  • Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
  • Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
  • Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
  • Demonstrate patience and calmness.
  • Show you understand the customer’s point of view.
  • Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
  • Maintain informative communication during service recovery.
  • Your training plan

    This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.


    Essential qualifications

    GCSE or equivalent in:

    • English (grade C/4 or above)
    • Maths (grade C/4 or above)

    Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.


    • Communication skills
    • IT skills
    • Attention to detail
    • Organisation skills
    • Customer care skills
    • Problem solving skills
    • Administrative skills
    • Number skills
    • Analytical skills
    • Logical
    • Team working
    • Initiative
    • Non judgemental
    • Patience
    • Stay calm under pressure

    Other requirements

    In addition to contributing to the well-being of pets and their owners, this role also presents a unique development opportunity, including an apprenticeship element. It provides a chance for individuals to enhance their skills and make a positive impact in the field of veterinary services. The Veterinary Services Call Handler is not just a job title; it's an opportunity to excel in an environment where the difference made each day is tangible. As a Veterinary Customer Service Call Handler, you will need to be passionate about pet welfare and appreciate the importance of great customer care. The role is demanding, challenging, and ultimately very rewarding; however, it's not for everyone. You will require a range of skills to deal with often stressful and emotional situations while also demonstrating compassion and empathy to all callers, no matter the situation. Our team is at the heart of delivering our purpose. Their extraordinary efforts and commitment helps us to make a difference. We believe in creating the best working environment for our people, ensuring their happiness and well-being. If you thrive in a role where you can witness the impact of your work daily, then this is the opportunity for you. To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website. Our generous benefits package includes: • Enhanced annual leave entitlement: 30 days plus bank holidays • Pension scheme with enhanced employer contribution • Life assurance • Unlimited access to an employee assistance programme • Programmes for physical and mental wellbeing support • Free access to GP via MetLife • Recognition scheme • Annual volunteer days • Claim for professional fees • Charity worker discounts across a variety of retailers

    About this company

    Blue Cross UK is a charity organisation that focuses on improving the lives of pets and their owners. We provide various services related to pet welfare, including veterinary care, rehoming, and support for pet owners who may be facing challenges. Our organisation is dedicated to ensuring the well-being of pets, promoting responsible pet ownership, and offering assistance to those in need. Our services include veterinary clinics, rehoming, and adoption programmes, and offering support and advice to pet owners. At Blue Cross UK, we often work collaboratively with the community to address issues related to pet health, welfare, and the human-animal bond. (opens in new tab)

    After this apprenticeship

    • This is a permanent, full-time role

    Ask a question

    The contact for this apprenticeship is:


    The reference code for this apprenticeship is VAC1000263565.

    Apply now

    Closes in 31 days (Friday 23 August)

    When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

    After signing in, you’ll apply for this apprenticeship on the company's website.