Client Care Assistant

As a Client Care Assistant (CCA) you will be the first point of contact for client phone calls and visits and will be responsible for delivering exceptional care, always there to clients, patients, and colleagues.Are you passionate about delivering exceptional customer service and making a real difference to pets and their owners? Our busy 24-hour veterinary hospital in Richmond is looking for a Client Care Assistant to join our friendly and supportive team. This is a fast-paced role where no two days are the same. You'll be the first point of contact for a diverse client base, managing high call volumes, supporting clients through both routine appointments and emergency situations, and ensuring every interaction reflects the highest standards of care and compassion.
Working within a large multidisciplinary team, you'll receive comprehensive on-the-job training and ongoing support while gaining exposure to exciting and rewarding emergency and referral cases. We are looking for someone who can remain calm under pressure, communicate confidently and empathetically, and consistently deliver excellent client service. The successful candidate will embrace Medivet's core values by putting the care of pets at the heart of everything they do, being caring and respectful in every interaction, and being bold in helping us continually improve and shape the future of our business.
This is a fantastic opportunity to join a hospital team that genuinely makes a difference every day, supporting pets, clients, and colleagues through some of the most important moments in their lives.
Your career means more than a rota and a job title, that’s why we offer:
Health and wellbeing
Health Cash Plan from day one
24/7 counselling and wellbeing support
Life Assurance 3 x salary
Annual leave
5 weeks’ annual leave plus Bank Holidays, rising with length of service
Extra ‘Day for You’, a paid day off just for you
Additional support
Cycle to Work
Season Ticket loans
Discounts on Medivet products and services
About you
You’re skilled at providing exceptional client facing care, with excellent reception skills. You’ll have good numeracy skills, with experience of using online appointment booking systems. You’re a team player who wants to make a real difference in a practice that values and supports you.
We welcome applications from candidates who are able to prioritise, can remain calm under pressure and who are flexible and willing to learn. Previous veterinary receptionist experience is desirable.
What you’ll be doing
Typically, in this role, you’ll:
Carry out reception duties, greeting clients on arrival, and updating records
Triage the impact of emergency appointments, contacting clients and rearranging as needed
Manage the practice diary to ensure appointment availability is optimised to team skillset
Answer client phone calls and manage messages
Ensure appointment slots are available for clients to book online
Process any repeat prescription order requests
Work collaboratively within a supportive team