Client Care Assistant

Medivet; Barnes; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Health Cash Plan from day one

24/7 counselling and wellbeing support

Life Assurance 3 x salary

5 weeks’ annual leave plus Bank Hollíd

Extra ‘Day for You’

Cycle to Work

Season Ticket loans

Discounts on Medivet products and serv

Job summary

Medivet Richmond is seeking a Client Care Assistant to be the first point of contact for clients, providing exceptional care in a busy 24-hour hospital.

You will join a large multidisciplinary team, handle reception, triage emergencies, manage the diary, and support clients with online bookings. Previous veterinary receptionist experience is desirable.

Qualifications

• Experience in receiving clients and handling appointments.
• Ability to stay calm under pressure and provide compassionate service.
• Experience in veterinary reception is desirable.

Responsibilities

• Carry out reception duties, greeting clients on arrival, and updating records
• Triage the impact of emergency appointments, contacting clients and rearranging as needed
• Manage the practice diary to ensure appointment availability is optimised to team skillset
• Answer client phone calls and manage messages
• Ensure appointment slots are available for clients to book online
• Process any repeat prescription order requests
• Work collaboratively within a supportive team

Skills

Reception skills

Client facing care

Numeracy

Online appointment booking

Team player

Empathy

Tools

Online booking system

Job description

As a Client Care Assistant (CCA) you will be the first point of contact for client phone calls and visits and will be responsible for delivering exceptional care, always there to clients, patients, and colleagues.

Are you passionate about delivering exceptional customer service and making a real difference to pets and their owners? Our busy 24-hour veterinary hospital in Richmond is looking for a Client Care Assistant to join our friendly and supportive team. This is a fast-paced role where no two days are the same. You'll be the first point of contact for a diverse client base, managing high call volumes, supporting clients through both routine appointments and emergency situations, and ensuring every interaction reflects the highest standards of care and compassion.

Working within a large multidisciplinary team, you'll receive comprehensive on-the-job training and ongoing support while gaining exposure to exciting and rewarding emergency and referral cases. We are looking for someone who can remain calm under pressure, communicate confidently and empathetically, and consistently deliver excellent client service. The successful candidate will embrace Medivet's core values by putting the care of pets at the heart of everything they do, being caring and respectful in every interaction, and being bold in helping us continually improve and shape the future of our business.

This is a fantastic opportunity to join a hospital team that genuinely makes a difference every day, supporting pets, clients, and colleagues through some of the most important moments in their lives.

Your career means more than a rota and a job title, that’s why we offer:

Health and wellbeing

• Health Cash Plan from day one
• 24/7 counselling and wellbeing support
• Life Assurance 3 x salary

Annual leave

• 5 weeks’ annual leave plus Bank Holidays, rising with length of service
• Extra ‘Day for You’, a paid day off just for you

Additional support

• Cycle to Work
• Season Ticket loans
• Discounts on Medivet products and services

About you

You’re skilled at providing exceptional client facing care, with excellent reception skills. You’ll have good numeracy skills, with experience of using online appointment booking systems. You’re a team player who wants to make a real difference in a practice that values and supports you.

We welcome applications from candidates who are able to prioritise, can remain calm under pressure and who are flexible and willing to learn. Previous veterinary receptionist experience is desirable.

What you’ll be doing

Typically, in this role, you’ll:

• Carry out reception duties, greeting clients on arrival, and updating records
• Triage the impact of emergency appointments, contacting clients and rearranging as needed
• Manage the practice diary to ensure appointment availability is optimised to team skillset
• Answer client phone calls and manage messages
• Ensure appointment slots are available for clients to book online
• Process any repeat prescription order requests
• Work collaboratively within a supportive team