Registered Veterinary Nurse – Reception & Client Experience

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 with 2+ years’ experience who 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, offering accurate, timely guidance and information to pet owners.
Call Handling
Provide friendly, professional, and confident support to owners contacting the clinic by phone.
Pharmacy Support
Assist with 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.
What We’re Looking For
RVN qualified with a minimum of two years’ experience
Confident communicator with excellent organisational skills
A calm, compassionate problem-solver
Someone who enjoys working closely with clients and supporting clinical teams
Passionate about delivering outstanding client experiences
Benefits:
6 weeks holiday, including bank holidays
CPD funded
52 Weeks sickness benefit available
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
Role Details
40 hours per week, worked over 5 days
Working hours between 08:00-16:30hrs
Non-clinical role – ideal for nurses transitioning away from clinical practice
No weekends
Closing date for applications 10th August with interviews being held end of August 2026

Employment type
Probation - Permanent Contract

Work arrangement
No