Customer Care Advisor

British Veterinary Association; Kilmarnock; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading veterinary care provider is looking for a dedicated Customer Care Advisor to join their team in Kilmarnock, Scotland. This full-time role requires strong customer service skills and the ability to manage various client interactions effectively. The ideal candidate should be empathetic, organized, and have strong IT skills. Benefits include enhanced annual leave, family-friendly policies, and employee wellbeing initiatives.

Benefits

6.6 weeks annual leave

Enhanced family-friendly policies

Cycle to work scheme

Employee wellbeing initiatives

Learning opportunities via IVC Evidensia Academy

Discounted staff pet care

Qualifications

• Proven experience in customer service is highly valued.
• Strong IT skills necessary for handling client communications.

Responsibilities

• Provide a high level of customer care by liaising between clients and the clinical team.
• Manage appointments and handle client inquiries.
• Process payments and manage cash flow.

Skills

Customer service experience

Strong IT skills

Empathy

Organizational skills

Job description

Overview

We are hiring! We are looking for an enthusiastic and dedicated Customer Care Advisor to join our friendly and professional team. This is a full-time position based across our three branches in the West of Scotland: Inchinnan (near Glasgow Airport), Kilmarnock, and Strathaven. Flexibility to work at any of our branches will be required.

This is a full-time permanent role working 40 hours per week Monday to Friday, within 8am–6pm (flexible working patterns considered).

About The Role

At Thistle Equine, our reception team plays a vital role in ensuring the smooth running of the practice and delivering exceptional service to our clients. As the first point of contact, you’ll be a welcoming face and a reassuring voice, helping horse owners feel confident that their animals are receiving the very best care.

Responsibilities

• Providing a high level of customer care by liaising between clients and our clinical team
• Meeting and greeting clients and their horses
• Booking appointments and managing the practice diary
• Handling telephone and email enquiries
• Processing payments for services and products
• Managing cash flow and completing end-of-day banking tasks

Our ideal candidate

We’re looking for someone who is empathetic, organised, and efficient, with strong IT skills and proven experience in customer service. Knowledge of, or a keen interest in, the equestrian world would be an advantage.

Our Customer Care Advisors are central to delivering a seamless, positive experience for our clients. Your focus will be to ensure every interaction is handled with warmth, professionalism, and efficiency.

Want to know more about us?

One team for your horse. Thistle Equine brings together the expertise of Avondale Equine, The Equine Vet Clinic, and MBM Equine to offer outstanding care across Central Scotland. With decades of experience, state-of-the-art facilities, and a dedicated equine-only team, we support horses at every stage of life—from family companions to elite competition athletes.

We Provide

• Comprehensive equine care, from routine check-ups to advanced diagnostics
• Mobile and clinic-based services
• An experienced team of equine vets and nurses
• Local service with national-level expertise

In addition to a competitive salary, you will benefit from:

• 6.6Weeks 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

£0 - £0 an hour

• 12.21ph