Registered Veterinary Nurse – Reception & Client Experience

Animal Trust (UK); Liverpool; On-site; GBP 80,000 - 100,000; Full time

Job summary

A veterinary services provider in Liverpool is seeking a Reception Veterinary Nurse for a non-clinical role. This position is perfect for an RVN with over 2 years of experience who wants to utilize their skills in a client-facing capacity. Responsibilities include triaging, diary coordination, and managing client queries. Benefits include 6 weeks of holiday, CPD funding, a contributory pension, and various support programs.

Benefits

6 weeks holiday, including bank holidays

CPD funded

Enhanced maternity and paternity package

Contributory pension scheme

RCVS and VDS fees paid

Store discounts through Vivup

Staff discount

E-Car Scheme

Cycle to work scheme

Refer-a-Friend bonus

Qualifications

• Minimum of two years' experience as a Registered Veterinary Nurse.
• Calm and compassionate in client interactions.
• Enjoys working in a fast-paced environment.

Responsibilities

• Assess, prioritise, and direct patients appropriately.
• Optimise appointment booking across workstreams.
• Manage incoming queries and provide accurate information.
• Handle phone inquiries and provide supportive responses.
• Assist with medication dispensing and maintain stock control.
• Manage administrative tasks including insurance queries.
• Address client concerns promptly.

Skills

Confident communicator

Excellent organisational skills

Problem solver

Client support

Education

RVN qualified

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 Liverpool clinic, 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, offering accurate, timely guidance and information to pet owners.

Call Handling

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

Pharmacy Support

• Assist with 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 programme – 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 per week, worked over 4 days
• Working hours between 07:45 and 19:00
• Non‑clinical role – ideal for nurses transitioning away from clinical practice
• 1 in 4 weekends with TOIL

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.