Veterinary Nursing Jobs

Stowmarket - Debenham

Veterinary Receptionist Debenham Veterinary Practice Cherry Tree Ln, Debenham, Stowmarket IP14 6QT, UK

Practice Type: Small Animal Practice
Job Type: Permanent, Full Time
Min Offered: £ 11 per hour GBP
Discount for own pets Pension
Posted on: 14 Sep 2021

Independent first opinion and referral practice with dynamic team

Job Description

Senior Client Care Team Advisor

 Debenham Veterinary Practice is an independent practice looking after small animals in sickness and in health. With our continued growth since we opened in 2014 we are looking to appoint a Senior Client Care Advisor who is experienced in customer care to lead our front of house team.

 Veterinary Practice is busy, demanding and unpredictable and we have forged a close team who are considerate, supportive and bonded. We have morning meetings together and a whole practice meeting weekly. We value initiative and reward investment. In addition to our clinical work, we encourage ongoing training and development, we support local wildlife charities, we plant for pollinators and have beehives, we invest in our local schools and communities and are open to suggestions. In our last external Teamtrack assessment we achieved a Team Experience score of +50 where the national UK average in veterinary practice was -0.2. We still want to improve on this great result and are looking for someone to join us in that journey.


  • Flawless Customer Service
  • Meticulous attention to detail
  • Strong communication skills, oral and written
  • Background in management of service industry
  • Ability to prioritise tasks
  • Adaptability
  • Confidence
  • Resilience – working under pressure and dealing with emotional and stressed clients with empathy and compassion
  • Ability to multitask in a busy environment
  • Effective time management
  • Able to problem solve and think on your feet
  • Good interpersonal skills with an emphasis on being a team player
  • IT literacy
  • Good level of numeracy

 Daily duties: (to include, but not limited to):

  • Welcoming clients and overseeing client flow, ensuring they are seen and greeted in a professional and timely manner
  • Call handling
  • Diary management
  • Referral requests
  • Resolving client queries
  • Email processing and handling
  • Processing payments
  • Dispensing medications and food
  • Insurance claim receipts
  • Cashing up
  • Updating client records
  • Assisting clinical teams with requests for information
  • Maintaining our welcoming reception area
  • Responsibility for post
  • Monitoring online bookings and other online service provision
  • Ensuring accuracy of payments and transactions
  • End of day responsibility

 Team Management (to include, but not limited to):

  • Establishment of and investing in good team relationships
  • Training and development of the Client Care Team
  • Co-ordinating the Client Care Team to ensure cover, and production of the rota
  • Effective delegation of tasks
  • Maintaining GDPR adherence
  • Oversight of the Client Care Team to ensure task competency, focus and delivery
  • Co-ordination, induction, training and development of new Client Care Team staff
  • Scheduling team meetings
  • Performance Reviews
  • Managing staff absence
  • Close liaison with the senior clinical and practice management teams for regular evaluation of service provision and future service planning


  • 4 day week from 8am – 6.30pm (38 hours)
  • Share in Saturday morning, 8.30am – 1.30pm rota in a 1:6 basis
  • Staff pet discount
  • 6 weeks holiday per annum pro rata
  • Company pension


We have beautiful premises, experienced vets, dynamic nurses, wonderful clients and a really committed Client Care Team who already provide dedicated, personal service. We are looking for someone who is enthusiastic about customer care. We look to exceed expectations and if this excites you, we would love to hear from you. You do not have to have previous veterinary experience (we can teach you those specifics) but you do have to have proven experience and real zeal for customer care as well as a desire to motivate and look after a team.

NEW! Login and apply for this job by sending the advertiser your VetNurse Profile, by clicking the email link below.
Please tell the advertiser you found this job on!