Virtual Care Assistant

Creature Comforts; Remote; GBP 25,000 - 30,000; Full time

Job summary

A modern veterinary clinic in Greater London is seeking a compassionate Virtual Care Assistant. In this role, you will provide support to pet owners through online chat. Responsibilities include addressing inquiries, managing appointments, and ensuring a positive customer experience. The ideal candidate will have experience in customer service, strong communication skills, and a genuine desire to help pets and their owners. The position is a 12-month fixed-term contract with potential for permanent employment.

Qualifications

• Previous experience in customer service or virtual support preferred.
• Empathy and compassion for pets and their owners.
• Proficiency in typing and navigating virtual chat platforms.

Responsibilities

• Interact with pet owners via online chat and telephone.
• Manage client requests and triage inquiries.
• Schedule appointments and maintain client records.

Skills

Customer service

Written communication

Problem-solving

Empathy

Job description

We are redesigning the entire veterinary experience making access to care seamless, joyful, and every day.

With beautifully designed clinics and in-house purpose-built technology, we aim to transform how care is both accessed and delivered.

Combining modern elegance and first-class pet care, our clinics will redefine the veterinary experience and provide a sanctuary that vet teams, owners and pets genuinely want to hang out in. We are building the vet group of the future.

Core to our values is a mutual benefit to all. Ensuring our veterinary teams, our pets and their parents, our suppliers, the local communities, and our investors share in the success of Creature Comforts.

Job Requirements

We are seeking a highly motivated and compassionate individual to join our team as a Virtual Care Assistant. In this role, you will be responsible for providing timely and accurate support to pet owners through our online chat platform. Your primary goal will be to assist clients with inquiries, provide guidance, and ensure a positive experience that reflects our clinic's commitment to outstanding customer service.

This role is offered as a 12 month fixed term contract, with the possibility of a permanent opportunity at the end of the contract depending on business needs.

• Previous experience in customer service, virtual support, or a related field preferred.
• Strong written communication skills with the ability to convey information clearly and concisely.
• Empathy and compassion for pets and their owners, with a genuine desire to help others.
• Excellent problem-solving skills and the ability to think quickly and creatively in a fast-paced environment.
• Proficiency in typing and navigating virtual chat platforms or similar software.
• Familiarity with veterinary terminology and pet healthcare is a plus.
• Flexibility to work evenings, weekends, and holidays as needed.

Job Responsibilities

Main purpose & goals

This role will be the Initial interaction with our members either via the chat function or telephone.

The role will act as a centralised client care team member triaging and managing client requests.

The triage will need resolve initial queries or direct these queries to.

• Engage with pet owners via our online chat platform to address inquiries related to appointments, services, medications, and general pet care.
• Provide knowledgeable and empathetic responses to client questions and concerns, demonstrating a genuine commitment to the well-being of their pets.
• Offer guidance and recommendations on preventive care, nutrition, behavior, and other topics to promote pet health and welfare.
• Schedule appointments, manage client records, and coordinate follow‑up communication as needed.
• Collaborate closely with veterinarians and other team members to elevate complex issues and ensure seamless client care.
• Maintain accurate documentation of client interactions and follow established protocols for confidentiality and data security.
• Continuously seek opportunities to improve service quality, streamline processes, and enhance the overall client experience.
• Stay informed about clinic policies, procedures, and services to provide accurate information to clients.

At Creature Comforts, we are committed to providing an inclusive and accessible recruitment process for all candidates. If you require any reasonable accommodations due to a disability, we encourage you to inform us at any stage of the hiring process. Accommodations may include, but are not limited to, modified interview formats, assistive technology, extended time for assessments, or accessible meeting locations. If you have any questions, please contact our Talent Acquisition – Sophia Chawki at [e-mail].