Client Care Assistant

Medivet & Partners; Welwyn Garden City; On-site; GBP 12,000 - 17,000; Part time

Benefits offered by this job

Health Cash Plan

Wellbeing support

Life Assurance

Annual leave

Day for You

Cycle to Work

Season Ticket loans

Discounts

Job summary

Medivet & Partners in Welwyn Garden City is seeking a part-time Client Care Assistant to join a busy first-opinion veterinary practice. You will be the first point of contact for clients and their pets, delivering a warm, professional and compassionate welcome while supporting the team.

You will work closely with three vets, a Head Registered Veterinary Nurse and our current Client Care Assistant. The role is varied and fast-paced, requiring empathy, strong communication and a can-do attitude.

Qualifications

• Experience in veterinary reception is advantageous.
• Strong interpersonal and client care skills.
• Able to multitask and stay calm under pressure.
• Willing to learn and adapt in a busy practice.

Responsibilities

• Welcoming clients and their pets, creating a friendly first impression.
• Reception and administration: updating client and patient records, general duties.
• Communicating: answering calls, managing emails, responding to enquiries.
• Telephone triage: gathering information to help assess urgency.
• Providing compassionate client care, empathy in stressful situations.
• Appointment coordination: managing diary and bookings.
• Insurance administration: liaising with insurers and enquiries.
• Repeat prescriptions: handling requests and liaising with the team.
• Teamwork: collaborating with veterinary and nursing staff to ensure smooth operations.

Skills

Telephone communication

Communication skills

Teamwork

Multitasking

Numeracy

Computer literacy

Tools

Online booking systems

Job description

We’re looking for a part-time Client Care Assistant (CCA) to join our welcoming team at our busy first-opinion veterinary practice in Welwyn Garden City. No two days are the same in this rewarding and varied role! You’ll be the first point of contact for our clients, helping to ensure they and their pets receive a warm, professional and compassionate welcome. Working alongside our existing part-time Client Care Assistant, you’ll play a vital role in keeping the practice running smoothly and ensuring our clients feel supported at every stage of their pet’s care.

You’ll be joining a friendly, collaborative team of three vets (two of whom work part-time), a Head Registered Veterinary Nurse (HRVN), two Student Veterinary Nurses (SVNs) and our current Client Care Assistant. This is a busy, sometimes high-pressure environment, but it’s also a fun and rewarding place to work, where teamwork, compassion and a positive attitude make all the difference.

About You We’re looking for someone who is approachable, enthusiastic and eager to learn. You’ll enjoy working with people, be comfortable juggling multiple tasks and understand the importance of providing excellent client care, even during challenging situations. Our ideal candidate will have:

• A positive attitude and a willingness to learn.
• Confidence and the ability to use their initiative.
• A strong team spirit and a collaborative approach.
• Good computer skills and the ability to learn new systems.
• Good literacy, numeracy and money‑handling skills.
• Excellent telephone and face‑to‑face communication skills.
• The ability to multitask, stay organised and remain focused under pressure.
• Resilience, empathy and the ability to handle emotional situations with compassion and professionalism.
• Previous veterinary reception experience would be an advantage, but it isn’t essential.
• We welcome applications from candidates with transferable skills who are keen to learn and develop within a veterinary environment.

What You’ll Be Doing As a Client Care Assistant, you’ll be at the heart of the practice, helping to deliver an excellent experience for both our clients and their pets. Your responsibilities will include:

• Welcoming clients: Greeting clients and their pets, creating a friendly first impression and helping them feel at ease.
• Reception and administration: Updating client and patient records and carrying out general reception duties.
• Communication: Answering telephone calls, managing emails and responding to client enquiries professionally and efficiently.
• Telephone triage: Gathering information from clients and helping the clinical team assess the urgency of patients’ needs.
• Compassionate client care: Supporting clients with empathy and understanding, particularly during stressful or upsetting situations.
• Appointment coordination: Managing the appointment diary and booking consultations, procedures and other patient visits.
• Insurance administration: Liaising with insurance companies and assisting with insurance‑related enquiries.
• Repeat prescriptions: Managing repeat prescription requests and liaising with the veterinary team as needed.
• Teamwork: Working closely with the veterinary and nursing teams to ensure the practice runs smoothly and patients receive the best possible care.

Why Join Us? If you enjoy a varied role where you can make a real difference, thrive as part of a supportive team and take pride in providing excellent customer service, we’d love to hear from you. You’ll have the opportunity to develop your skills, learn more about the veterinary profession and become an important part of a team that cares deeply about its clients and their pets.

Part time Tuesday, Wednesday and Thursday shifts. This role includes participation in a 1 in 5 weekend rota, providing support to our Enfield 24-Hour Hospital on either a Saturday or Sunday, together with approximately 1-2 bank holiday shifts each year.

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