Client Care Advisor

Client Care Advisor – Colchester

If you enjoy providing great service, love helping people and want to be part of a team that makes a real difference to pets and their owners, we have just the opportunity for you.

We’re looking for a friendly, proactive and positive Client Care Advisor to join our growing team in Colchester.

This is much more than a traditional reception role. You’ll be at the heart of both our busy first-opinion practice and our Referral & ECC Hospital to make sure every client receives an outstanding experience whether over the phone in the call room or at the front of house on reception.

If you enjoy variety, thrive in a busy environment and take pride in making people feel welcome and supported, you could be a great fit for our team.

What Your Typical Day Will Look Like

No two days will be the same.

You’ll be a key member of our Client Care team, working across both the general practice and referral hospital. Your day will combine front-of-house client care, call centre duties and administrative support, ensuring every client feels welcomed, informed and well looked after from their first interaction with us through to the end of their pet’s visit.

You’ll work closely with Veterinary Surgeons, Registered Veterinary Nurses, Hospital Operations Coordinators and our wider team, playing an important role in keeping the hospital running smoothly.

Key Responsibilities

• Welcoming clients and providing an exceptional front-of-house experience
• Handling inbound calls, digital messages, emails and appointment bookings
• Supporting Veterinary Surgeons and Registered Veterinary Nurses with patient admissions and discharges
• Taking payments and assisting clients with their queries
• Maintaining accurate client and patient records
• Supporting clear and effective communication across both sites
• Providing day-to-day administrative support to our clinical teams
• Helping maintain a smooth flow of clients and patients through the hospital
• Supporting colleagues wherever needed to deliver an excellent client experience

A Working Pattern That Gives You More Time Back

We know that time away from work matters.

Rather than following the traditional pattern of simply having two days off every week, our four-week rota is designed to give you longer, more meaningful periods away from work.

Within the four-week pattern, you’ll have both a three-day and a four-day consecutive period off.

That means more opportunity to properly switch off, spend time with family and friends, plan a short break, enjoy your hobbies or simply have some uninterrupted time for yourself.

The role is not an out-of-hours position and does not involve night shifts. However, as we provide client care across a busy hospital environment, we're ideally looking for candidates who are happy to work later daytime shifts starting from 10:30am and finishing 8pm with some shift time variations.

The pattern includes:

• Full-time or part-time opportunities
• Late shifts starting from 10:30am
• No night or out-of-hours shifts
• Weekends worked on a rota basis
• A three-day consecutive break within the four-week pattern
• A four-day consecutive break within the four-week pattern
• A rota designed to provide a better balance between work and meaningful time away from work

If you’re looking for a client care role that gives you variety at work and genuine blocks of time to enjoy your life outside work, this could be the role for you.

The Attributes We're Looking For

You don't need to have worked in a veterinary practice before. We’re much more interested in who you are, how you work and how you treat people.

We're looking for someone with:

• A warm, friendly and professional manner, particularly when supporting anxious or worried clients
• A strong can-do attitude and natural ability to find solutions
• Excellent communication and organisational skills
• The ability to stay calm, positive and professional when things get busy
• A genuine team-player mentality
• Reliability and a strong sense of responsibility
• A passion for delivering outstanding client care
• The flexibility to work later daytime shifts and weekends as part of the rota

Previous veterinary experience would be beneficial but is not essential. Experience in customer service, hospitality, healthcare, retail or another people-focused environment could be equally valuable.

We value attitude, communication skills and a genuine desire to help people and their pets far more than specific veterinary experience.

Full training will be provided, with ongoing support to help you build your knowledge and confidence.

Why Join Us?

This is a brilliant opportunity for someone who loves working with people and animals, wants variety in their day and is looking for a supportive team where their contribution is genuinely valued.

You’ll be joining a growing veterinary environment where first-opinion, referral and emergency care work alongside each other, giving you exposure to a varied and interesting working environment.

Benefits include:

• £26,500 – £28,500 per annum (FTE), depending on your level of relevant client care experience
• Flexible shift patterns
• 40-hour full-time, or part-time opportunities considered if prepared to work weekends
• Three-day and four-day blocks of time off within the four-week rota
• 224hrs annual leave including bank holidays which increases after number of years at the practice
• Pension scheme
• Colleague discount, including 20% discount at Pets at Home
• Full training and ongoing development support
• The opportunity to develop your skills within a growing veterinary team
• The chance to be part of a forward-thinking veterinary ecosystem
• A varied role working across both first-opinion and referral/ECC services

Why You'll Love Working With Us

You’ll be joining a team where every person has an important part to play.

Whether you're welcoming a nervous client, coordinating a referral, helping a patient through admission or simply making someone's day a little easier, the work you do has a genuine impact.

You'll have the opportunity to:

Make a difference – Be part of a team supporting pets and their owners when they need us most.

Learn and grow – Develop your veterinary knowledge and client care skills with full training and support.

Enjoy variety – Work across first opinion and referral services, with no two days exactly the same.

Be part of a team – Work alongside experienced and supportive clinical and non-clinical colleagues.

Have more time for yourself – Benefit from longer three- and four-day breaks within the four-week rota rather than the traditional two-day weekly pattern.

If you’re friendly, positive, organised and passionate about delivering great client care, we’d love to hear from you.