Veterinary Client Support Centre Call Handler

About the Role

You'll be the first point of contact for clients calling Goddard's dedicated Client Support Centre, handling telephone and video consultation enquiries on behalf of pet owners. This part-time position offers 32 hours per week, based onsite at the main office in Woodford with a team of 12 colleagues and clinical management support.

Located beside a picturesque church green with ample parking, the office is well-connected: Woodford underground station is a 20-minute walk away, with excellent local bus links and cycle access nearby if preferred.

Key Responsibilities

• Answer and triage client calls with professionalism and empathy
• Provide medical guidance and support to clients seeking veterinary advice
• Facilitate telephone and video consultation bookings
• Handle client queries efficiently while maintaining high standards of care
• Work collaboratively with the clinical team to resolve complex medical enquiries
• Document interactions accurately and professionally

Requirements

• Strong background in customer service or veterinary reception
• Excellent communication skills, both verbal and written
• Ability to remain calm, patient and empathetic when handling client concerns
• Professional approach to sensitive pet health matters
• Part-time availability for up to 32 hours per week

Benefits

• £12.71 per hour
• 6.6 weeks annual leave including bank holidays (pro rata for part-time hours)
• Paid 30-minute lunch breaks
• Private medical healthcare scheme on reduced rate with medical cashback
• Refunds on routine medical costs including dental, physiotherapy, optician and chiropractic
• Professional membership fees covered
• Generous colleague discounts across Petplan and shopping partners
• 24-hour Employee Assistance Programme
• Colleague introduction reward scheme

About the Practice

Goddard Veterinary Group is a well-established, forward-thinking independent practice celebrating 70 years in business. The group now operates 46 branches and three hospitals across London and beyond, with its own nurse training college (GVNC).

The Client Support Centre was created to streamline communication across all sites and provide efficient telephone and video consultation access for thousands of clients. Goddard is a proud member of VetPartners and places strong emphasis on colleague wellbeing: all senior managers are mental health first aid trained, wellness plans are offered to all new starters, and the practice runs monthly Town Hall meetings with board directors plus a Colleague Forum to ensure collaborative decision-making.