Pet Health Advisor

Vets for Pets; Midlothian (VA); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Pension scheme

20% colleague discount

Discounts and cashback offers

CPD opportunities

Learning Academy

Job summary

Vets4Pets is looking for a friendly, confident Pet Health Advisor to join our Fort Kinnaird practice. You’ll be the first contact for clients, delivering warm welcomes and clear communication while supporting our clinical team and ensuring smooth visits for every pet and owner.

This full-time role (35 hours/week) includes evenings and weekends on a rotating rota. Training salary starts at £12.71/hour with opportunities to progress based on performance and annual reviews.

Qualifications

• Exceptional customer service experience is essential.
• Experience in a customer-facing role and ability to build positive client relationships.
• Able to thrive in a busy, fast-paced environment and juggle priorities.
• Clear, professional communication face-to-face and over the phone.
• Organised, calm under pressure with strong IT/digital skills.

Responsibilities

• Greet clients and their pets, manage appointments and enquiries.
• Support veterinary team and maintain accurate records.
• Provide administrative and team support to ensure smooth practice operations.

Skills

Customer service

Communication

Multitasking

Organisation

Calm under pressure

Problem solving

Animals lover

Tools

Computers & email

Digital systems

Job description

Do you have outstanding customer service experience and enjoy making a real difference to people's day? At Vets4Pets Fort Kinnaird, we're looking for a friendly, confident and organised Pet Health Advisor to join our team.

This is much more than a reception role. We're looking for someone who genuinely enjoys helping people, thrives in a busy environment, and takes pride in delivering exceptional customer service. If you've worked in retail, hospitality, healthcare, leisure or another customer-facing role and know how to create a positive experience for every customer, we'd love to hear from you.

The Role

Our Pet Health Advisors are dedicated to delivering an exceptional client journey while supporting the smooth running of the practice. You'll combine outstanding customer care with strong organisation, ensuring both our clients and clinical team receive the support they need.

As a Pet Health Advisor, you'll be the first point of contact for our clients and an essential link between pet owners and our clinical team. You'll help ensure every client receives a warm welcome, clear communication and outstanding service from the moment they contact us until they leave the practice.

You'll play a key role in creating a calm, organised and professional experience within our busy veterinary practice.

This is a Full Time role working 35 hours per week, including evenings and weekends. Typically, this includes 3 full days per week (8:30am-7:00pm) on a rotating rota plus 1 in 3 Weekends (Saturday 9am to 6pm and Sunday 10am to 4pm). Flexibility to cover rota changes and absences is an important part of the role. Overtime will be required.

The starting salary during training is £12.71 per hour. Following your initial training, you'll have the opportunity to progress your salary based on your performance. We aim to review this after around six months (although this may vary), with ongoing annual performance-based salary reviews thereafter.

What We're Looking For

Exceptional customer service experience is essential.

We're looking for someone who understands what outstanding customer service looks like and genuinely enjoys building positive relationships with clients. Whether you're welcoming people into the practice, supporting them over the phone or helping during emotional situations, you'll take pride in delivering a warm, professional and reassuring experience every time.

This role would suit someone who:

• Has proven experience in a customer-facing role and enjoys working with people
• Thrives in a busy, fast-paced environment and can confidently juggle multiple priorities
• Communicates clearly and professionally, both face-to-face and over the phone
• Remains calm, compassionate and organised under pressure
• Enjoys solving problems and finding practical solutions
• Has strong organisational skills and confidence using computers, email and digital systems
• Takes pride in delivering exceptional service and creating positive client experiences
• Is friendly, approachable and professional at all times
• Loves animals and wants to be part of a caring profession where every interaction makes a difference

A Typical Day

No two days are the same. You'll provide outstanding customer care both in person and over the phone, welcoming clients and their pets, managing appointments, answering queries and supporting them throughout their visit.

You'll also respond to calls and digital enquiries, work closely with our veterinary team, maintain accurate records, and help keep the practice running smoothly through a variety of administrative and team support tasks.

Full training and ongoing support will be provided.

Whether your background is in veterinary practice, healthcare, retail, hospitality or another service-based industry, we'd love to hear how your customer care experience could make a difference to our clients and their pets.

What You’ll Receive

You’ll become part of a friendly, supportive team where your contribution is genuinely valued.

Benefits include:

• Pension scheme
• 20% colleague discount at The Vet Group, Pets at Home and Groom Room
• Access to a wide range of discounts and cashback offers
• Ongoing learning and CPD opportunities through the Vets4Pets
• Learning Academy for colleagues who progress successfully through onboarding
• Additional practice-specific benefits, shared during the recruitment process

Vets4Pets is an equal opportunities employer.

We look forward to hearing from you.