Customer Care Advisor

British Veterinary Association; United Kingdom; On-site; GBP 25,000 - 30,000; Full time

Job summary

An equine veterinary practice in the West of Scotland seeks a dedicated Customer Care Adviser to provide exceptional care and service to clients. This full-time role involves liaising between clients and the clinical team, managing appointments, and ensuring all interactions are efficient and positive. Ideal candidates will have customer service experience, strong IT skills, and a passion for equine care. The position offers benefits including generous annual leave and family-friendly policies.

Benefits

6.6 weeks annual leave

Birthday leave

Enhanced family-friendly policies

Cycle to work scheme

Employee wellbeing initiatives

Learning and development opportunities

Discounts with retailers

Pension scheme

Discounted staff pet care

Qualifications

• Proven experience in customer service.
• Ability to handle inquiries via telephone and email.
• Interest in the equestrian world is an advantage.

Responsibilities

• Liaising between clients and clinical team to provide care.
• Meeting and greeting clients and their horses.
• Booking appointments and managing the practice diary.
• Processing payments and managing cash flow.

Skills

Customer service experience

Strong IT skills

Empathy

Organisational skills

Job description

We are looking for an enthusiastic and dedicated Customer Care Adviser 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.

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. 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.

Key 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

About the Role

• Full-time: 40 hours per week
• Hours: Monday to Friday, within 8am-6pm (flexible working patterns considered)

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.

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

Benefits

• 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 100s of retailers
• Pension scheme
• Discounted staff pet care