Client Care Assistant

medivet; London Borough of Richmond upon Thames; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Health Cash Plan from day one

24/7 counselling and wellbeing support

Life Assurance 3 x salary

Annual leave

5 weeks' annual leave plus Bank Hols,

Extra 'Day for You' paid day off

Cycle to Work

Season Ticket loans

Discounts on Medivet products and serv

Job summary

Medivet in London (Richmond) is seeking a Client Care Assistant to be the first point of contact for clients and visitors in a busy 24-hour veterinary hospital. You will handle high call volumes, support clients through routine appointments and emergencies, and ensure every interaction reflects the highest care standards.

You’ll join a large multidisciplinary team with on-the-job training and ongoing support, gaining exposure to emergency and referral cases.

Qualifications

• Excellent client-facing care and reception skills.
• Good numeracy skills and experience with online appointment booking systems.
• Team player who wants to make a difference in a veterinary practice.

Responsibilities

• Carry out reception duties, greeting clients on arrival, and updating records.
• Triage emergency appointments and contact/ rearrange as needed.
• Manage the practice diary to optimise appointment availability.
• Answer client phone calls and manage messages.
• Ensure online booking slots are available for clients.
• Process any repeat prescription order requests.
• Work collaboratively within a supportive team.

Skills

Reception skills

Numeracy

Online booking systems

Team player

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

• 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