Registered Veterinary Nurse – Reception & Client Experience

Animal Trust (UK); Ellesmere Port; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

6 weeks holiday (including bank hols)

CPD funded

Sickness benefit (52 weeks) and EAP

Enhanced maternity/paternity package

Contributory pension scheme

RCVS and VDS fees paid

Counselling support after 12 months

Vivup store discounts

Staff discount

E-Car Scheme

Cycle to work scheme

Refer-a-Friend bonus

Job summary

Animal Trust (UK) is seeking a Registered Veterinary Nurse to join Ellesmere Port Hospital in a non-clinical, client-facing Reception Nurse role. You will bridge customer service and clinical teams, supporting triage, diary management, and pharmacy processes to ensure smooth client journeys.

The role suits an RVN with 2+ years’ experience who wants to move away from routine clinical duties while still contributing to patient care and client support.

Qualifications

• RVN with minimum two years’ experience (non-clinical, client-facing focus).
• Confident communicator with excellent organisational skills.
• Calm, compassionate problem-solver.
• Enjoy working closely with clients and supporting clinical teams.
• Passionate about delivering outstanding client experiences.

Responsibilities

• Triage support: assess, prioritise and direct patients to the right team.
• Diary coordination: optimise appointment bookings across workstreams.
• Client communication: handle chat queries with accurate guidance.
• Call handling: provide friendly, professional phone support.
• Pharmacy support: assist with repeat prescriptions and dispensing; maintain stock control.

Skills

Excellent communication

Organisational skills

Client-focused

Problem solving

Team collaboration

Education

Registered Veterinary Nurse (RVN) qualification

Job description

Are you a Registered Veterinary Nurse looking to take your career in a new direction. One that uses your clinical expertise in a non-clinical, client-facing role? If you thrive in fast-paced environments, enjoy problem-solving, and have a passion for delivering exceptional client care, this could be the perfect next step for you.

We’re looking for a Reception Veterinary Nurse to join our team at Ellesmere Port Hospital, playing a key role in ensuring clients and their pets receive a smooth, positive, and efficient experience from the moment they walk through our doors. In this essential position, you’ll act as the vital link between our customer service functions and our clinical teams; supporting triage, coordinating diaries, and helping to maintain safe and effective pharmacy processes.

This role is ideal for an RVN with 2+ years’ experience who is looking to step away from clinical duties while still making a meaningful impact on patient care and client support.

What You’ll Be Doing

Triage Support

• Use your clinical knowledge to assess, prioritise, and direct patients appropriately, ensuring they are managed by the right team at the right time.

Diary Coordination

• Optimise appointment booking across multiple workstreams to support efficient workflow and maximise our ability to help clients and pets.

Client Communication

• Manage incoming chat queries, offeringaccurate,timelyguidance and information to pet owners.

Call Handling

• Provide friendly, professional, and confident support to owners contacting the clinic by phone.

Pharmacy Support

• Assistwith repeat prescription requests and medication dispensing.
• Maintain excellent stock control and take ownership of the pharmacy area to ensure accuracy, safety, and efficiency.

Administrative Support

• Complete a range of non-clinical tasks related to patient journeys, including insurance queries, case follow-ups, and supporting debt management to help meet financial KPIs.

Client Concerns Management

• Address day-to-day client queries or issues, helping resolve concerns early and preventing escalation into formal complaints.

Line Management

• Line management and leadership support of the client services team as your clinic continues to grow.

Reception duties

• As a key part of our client services team, you will form part of our client experience rota, working on reception managing clients face-face as well as via digital and telephone communication channels.

What We’re Looking For

• RVN qualified with a minimum of two years’ experience
• Confident communicator with excellent organisational skills
• A calm, compassionate problem-solver
• Someone who enjoys working closely with clients and supporting clinical teams
• Passionate about delivering outstanding client experiences

Benefits:

• 6 weeks holiday, including bank holidays
• CPD funded
• 52 Weeks sickness benefit and free Employee assistance program — awarded after qualifying period
• Enhanced maternity and paternity package
• Contributory pension scheme
• RCVS and VDS fees paid
• Access to counselling support including mental health, financial and life counselling after 12 months of service
• Store discounts through Vivup
• Staff discount
• E-Car Scheme
• Cycle to work scheme
• Refer-a-Friend bonus

Role Details

• 40 hours over 5 days
• Working hours : 08:00–16:30, Monday–Friday.
• Non-clinical role– ideal for nurses transitioning away from clinical practice
• Occasional holiday cover within reception hours (07:45–midnight, seven days a week), planned and agreed in advance.

If you’re ready for a rewarding role that uses your nursing expertise in a new and meaningful way, while making every client visit a great one, we’d love to hear from you.

We are an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive culture where everyone feels valued and supported.