RVN: Client Experience & Reception Specialist

Animal Trust (UK)

Cwmbran

On-site

GBP 25,000 - 35,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

6 weeks holiday, including bank holidays

CPD funded

52 weeks sickness benefit

Employee assistance program

Enhanced maternity and paternity package

Contributory pension scheme 4%

RCVS and VDS fees paid

Cycle to work scheme

Store discounts with Perkbox

Staff discount (20%)

E-Car Scheme

Refer-a-Friend bonus

Job summary

Animal Trust (UK) is launching a new veterinary hospital in Cwmbran. They seek a Registered Veterinary Nurse to transition into a non-clinical role, focusing on client service support, appointment coordination, and pharmacy management. This position offers a good work-life balance with no weekends, and it is a perfect opportunity for nurses wanting to step away from clinical duties while still making an impact.

The role involves critical responsibilities such as triaging clients, managing inquiries, and supporting clinical teams while providing excellent client experiences.

Qualifications

Minimum of two years’ experience as a Registered Veterinary Nurse.
Confident communicator with excellent organisational skills.
Someone who enjoys supporting clinical teams and working with clients.

Responsibilities

Use clinical knowledge for triage support and directing patients.
Coordinate diaries and manage appointment bookings.
Handle client communications via chat and phone.
Assist with pharmacy support and medication dispensing.
Manage administration tasks related to patient journeys.
Resolve day-to-day client queries and concerns.
Support line management of the client services team.
Manage clients face-to-face and via digital channels.

Skills

Clinical knowledge

Organisational skills

Problem-solving

Client communication

Compassion

Education

Registered Veterinary Nurse qualification

Job description

We are delighted to be preparing for the launch of a brand-new veterinary hospital in Cwmbran, serving the communities of Torfaen and the surrounding areas. We look to open our doors early 2027.

Animal Trust is an independently owned, not-for-profit Community Interest Company (CIC) providing accessible, affordable, high-quality veterinary care. Operating 24 hours a day, 7 days a week, our hospital will offer continuous patient care and emergency services, supporting both our clients and the wider veterinary community.

Our commitment to affordability sets us apart. With free consultations during the day and £79 out-of-hours consultations, we remove barriers that can prevent pet owners from seeking veterinary advice. Combined with our transparent packaged pricing, this allows us to see a varied and rewarding caseload, providing excellent opportunities for our clinical teams to develop their skills and experience.

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.

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 with2+ years’ experiencewho is looking to step away from clinical duties while still making a meaningful impact on patient care and client support.

About animal Trust

Animal Trust stands out from other veterinary services. Firstly, we are a unique Community Interest Company, being the only veterinary CIC in the UK to date. Our primary focus isn't solely on maximising profits; instead, we are dedicated to delivering on our mission and ensuring enough profit to sustain our business in the long term.

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.

WhatWe’reLooking For