Veterinary Customer Service Representative

About the Role

Join Antech Diagnostics as a Veterinary Customer Service Representative, where your background in veterinary nursing or laboratory science directly supports practicing veterinarians across the UK. You’ll provide expert remote customer and technical support for diagnostic products, equipment, and laboratory services—solving real problems for busy practices.

Based at the Warwick site, you’ll work Monday to Saturday, 9am–6pm shifts on a flexible rota. This is a permanent, full-time position that values precision, empathy, and a genuine understanding of how reference lab services fit into everyday veterinary practice.

Key Responsibilities

• Handle customer enquiries across multiple channels (phone, email, chat) with professional, timely responses
• Provide clear technical guidance on diagnostic products, services, and procedures
• Troubleshoot customer issues and deliver effective solutions, following up to ensure satisfaction
• Route enquiries to specialist teams where needed, ensuring seamless handovers
• Manage service requests including add-ons, cancellations, and additional testing requirements (e.g. immunotherapy ordering, digital cytology billing)
• Log and action customer service amendments accurately in the system
• Handle complaints with empathy and resolve conflicts professionally
• Identify process improvements by flagging recurring issues and suggesting enhancements
• Meet individual and team targets for response times, resolution rates, and customer satisfaction

Requirements

• RVN qualification or equivalent relevant experience (veterinary receptionist, lab technician roles acceptable)
• Strong technical troubleshooting skills for lab products and services
• Excellent written and verbal communication with natural empathy and professionalism
• Proven relationship management and conflict resolution abilities
• Ability to collaborate across teams and departments to solve problems
• Multi-tasking capability with strong time management and prioritisation skills

Benefits

• Competitive salary: £28,000–£34,000 per annum
• 5 weeks annual leave plus bank holidays, plus 1 additional day birthday leave
• Life assurance and enhanced sickness pay
• Enhanced equal family leave
• Wellness programme: employee assistance programme, eyecare vouchers, free annual flu jab
• E-car salary sacrifice scheme
• Cycle to work scheme
• Staff discounts on retail, restaurants, and cinema
• Recruitment referral rewards
• Clear career progression opportunities

About the Company

Antech Diagnostics is a leading provider of diagnostic laboratory services for veterinary practices across the UK. With a growing team committed to supporting veterinary professionals, the company offers state-of-the-art testing and consultancy services that help practices deliver better care to their patients.