Practice Management Systems Support Specialist

Armstrong Vets; United Kingdom; Remote; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Health Shield Plan

25 days holiday

Enhanced maternity/paternity pay

Job summary

VetPartners is seeking a Practice Management Systems (PMS) Support Specialist for a 9-month fixed-term, full-time role. You will help veterinary practices get the most from their PMS, resolve issues, and deliver training and support during rollouts and daily use.

You will work with the PMS Support Team Leader and third-party providers to maintain high service levels, build strong relationships with practice teams, and contribute to improving system performance across the UK.

Qualifications

• Experience in the veterinary or healthcare industry, particularly in practice support or operational roles.
• Familiarity with Practice Management Systems (such as RoboVet or Merlin) is a must-have.
• Strong customer service and communication skills.
• Ability to build relationships quickly with a wide range of people.
• Comfortable learning new systems and working in a changing environment.
• A practical, solution-focused approach with good attention to detail.
• Working knowledge of Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
• Salary equivalent to £30000 per annum, pro-rata for the 9 months.
• This is a fixed term contract for 9 months - a prompt start date would be preferred.

Responsibilities

• Troubleshooting issues - acting as a key contact for practices, responding to system queries and support requests.
• Providing training and guidance, remotely and on-site when needed.
• Building strong relationships with practice teams through proactive, friendly support.
• Work with third-party PMS providers to manage support tickets and ensure timely resolution.
• Monitor service levels and escalate issues to maintain high SLA standards.
• Support system updates, configuration changes and new PMS rollouts across the group.

Skills

Customer service

Communication

Relationship building

Adaptability

Attention to detail

Problem solving

Tools

RoboVet

Merlin

Microsoft Office

Job description

Practice Management Systems Support Specialist

Operations

Full time

Fixed Term Contract

Practice Management Systems (PMS) Support Specialist (9-month fixed-term, full-time)

Helping our veterinary practices get the most from the systems they rely on every day.

About the role

At VetPartners, we support our Veterinary practices to deliver excellent care to animals and their owners. Our Practice Management Systems (PMS) play a vital role in making that happen.

As a PMS Support Specialist, you’ll be at the heart of this. You’ll help practice teams use their systems with confidence, solve problems quickly, and access the right training and support. This is a varied, people-focused role where you’ll combine technical know-how with great customer service.

Working closely with the PMS Support Team Leader, internal teams and external suppliers, you’ll ensure practices receive responsive, high-quality support during system rollouts and day-to-day use.

Your team-facing role will be pivotal in helping practice colleagues Navigate PMS functionality:

• Troubleshooting issues - acting as a key contact for practices, responding to a wide range of system queries and support requests.
• Providing training and guidance, both remotely and occasionally through, expensed, on-site visits
• Building strong, trusted relationships with practice teams through proactive, friendly support.

You’ll also work closely with third-party PMS providers to ensure tickets are resolved efficiently and service levels are maintained.

• Work with third-party PMS providers to manage support tickets and ensure timely resolution.
• Monitor service levels, escalating tickets issues where needed to maintain high SLA standards
• Support system updates, configuration changes and new PMS rollouts across the group.

What we are looking for

• Experience in the veterinary or healthcare industry, particularly in practice support or operational roles.
• Familiarity with Practice Management Systems (such as RoboVet or Merlin) is a 'must have'.
• Strong customer service and communication skills.
• Ability to build relationships quickly with a wide range of people.
• Comfortable learning new systems and working in a changing environment.
• A practical, solution-focused approach with good attention to detail.
• Working knowledge of Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
• Salary equivalent to £30000 per annum, pro-rata for the 9 months.
• This is a fixed term contract for 9 Months - a prompt start date would be preferred
• Be part of a supportive, collaborative team that values your input.
• Play a key role in helping practices run smoothly and deliver great care.
• Gain exposure to a wide range of systems and projects across a large UK network.
• Opportunity to develop your technical and stakeholder management skills.
• Flexible working approach with a UK-wide remit.

Why VetPartners?

Working in collaboration with our practices, we care for people, their pets and our profession. Established in November 2015, our group includes small animal, equine and farm animal practices. We have c.8000 employees working in almost 500 sites across the UK, and more practices in further European countries, supported by our Central Support office in York, and collaborating to provide excellent service.

Salary dependent on experience

Hours

37.5

- 25 days holiday plus Bank Holidays - with the opportunity to buy a further 10, or sell 5, days' holiday, allowing flexibility for longer adventures - Health Shield Plan - savings on selected treatments and with selected retailers- Enhanced maternity/paternity pay