Client Care Advisor (Full-Time)

British Veterinary Association; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading veterinary referral hospital in Birmingham is looking for a full-time Client Care Advisor. In this role, you will be the first point of contact for clients and pets, ensuring operational excellence and client satisfaction. Ideal candidates will possess strong customer service skills and previous receptionist experience, ideally in an animal environment. The position includes a competitive salary, extensive benefits package, and growth opportunities through IVC Evidensia Academy.

Benefits

6.6 weeks annual leave

Birthday leave

Enhanced family-friendly policies

Cycle-to-work scheme

Employee wellbeing initiatives

Learning and development opportunities

Discounted staff pet care

Qualifications

• Previous receptionist experience or ability to demonstrate excellent customer service skills.
• Experience in an animal environment preferred.
• Strong customer service skills with a friendly and compassionate demeanour.
• Excellent verbal and written communication skills.

Responsibilities

• Be the initial point of contact with referring vets, partner practices and pet owners.
• Welcome clients and their pets in a friendly and professional manner.
• Maintain and update medical records accurately and securely.
• Collect fees for services rendered and process payments.
• Collaborate with the maintenance team to ensure cleanliness of the reception area.

Skills

Customer service skills

Receptionist experience

Communication skills

Proficiency in computer software

Veterinary medical terminology

Tools

Electronic medical record systems

Job description

Join a team you are proud to be a part of

We are delighted to invite applications from experienced candidates seeking to join us as a Client Care Advisor at Blaise Referral Hospital, our cutting-edge multidiscipline referral hospital.

Overview

IVC Evidensia is proud to have established over 100 referral sites in our UK and Ireland network throughout the years. However, our newest venture, Blaise, presents a unique opportunity to be part of an extraordinary project right from its inception. We are building from the ground up, giving you the chance to contribute to something truly special. Sustainability is at the core of our mission, and our Positive Pawprint strategy has inspired us to incorporate green and well-being initiatives into the hospital, aligning with our commitment to the environment and sustainability.

A hospital designed for excellence. Opened in November 2023 and spanning an impressive 36,000 sq ft, our hospital is one of the largest in the UK. With the capacity to treat up to 10,000 pets annually, we provide a comprehensive range of specialist-led multi-discipline veterinary referrals and offer round-the-clock emergency care services to pet owners across the Midlands. Conveniently located with easy access from the A38 through Longbridge, our site is an integral part of the West Longbridge regeneration project.

Responsibilities

• Be the initial point of contact with referring vets, partner practices and pet owners in making appointments.
• Welcome clients and their pets in a friendly and professional manner.
• Working within a strong team dedicated to delivering a high standard of client care.
• Maintain and update electronic and physical medical records accurately and securely. Ensure confidentiality of sensitive information in compliance with privacy regulations.
• Collect fees for services rendered, process payments, and issue invoices or receipts.
• Monitor and order office and reception supplies as needed.
• Collaborate with the maintenance team to ensure cleanliness and organisation of the reception area, waiting room, and common areas.

What We’re Looking For

• Previous receptionist experience or the ability to demonstrate excellent customer service skills.
• Experience in an animal environment preferred.
• Strong customer service skills with a friendly and compassionate demeanour.
• Proficiency in using office equipment, computer software, and electronic medical record systems is essential.
• Familiarity with veterinary medical terminology, procedures, and common medications is advantageous.
• Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.

Working Pattern

This is a full‑time position working 40 hours a week, shifts between 7:00 am–11:00 pm. There will be 1 in 3 weekends.

Why join us?

We recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive salary, you will benefit from:

• 6.6 weeks annual leave
• Additional annual leave for your birthday which will be added to your holiday allowance
• Enhanced family‑friendly policies, including maternity, paternity, adoption, shared parental and surrogacy pay
• Cycle‑to‑work scheme
• Initiatives focused on employee wellbeing
• Non‑accidental injury support
• Learning and development opportunities via the IVC Evidensia Academy
• Pawsome Benefits – reward gateway giving discounts and cashback with 100’s of retailers
• Pension scheme
• Discounted staff pet care

We Care, We Dare, We Share...

At IVC Evidensia, our values drive everything we do. Our dedicated teams embody these values day in and day out. We are determined to foster this culture of compassion, innovation, and collaboration.