Client Care Advisor

About the Role

You'll be at the heart of Pride Veterinary Centre, one of the East Midlands' leading veterinary hospitals. This is a full-time permanent role offering 40 hours per week across shifts between 7am and 11pm, with 1 in 3 weekends worked. You'll balance multiple priorities in a fast-paced setting, taking referral calls from practices across the region, booking appointments, welcoming clients, handling enquiries, processing payments, and resolving issues with empathy and professionalism.

Many referral clients travel significant distances to access specialist care, so providing a reassuring, compassionate experience is central to this role. You'll be the bridge between anxious pet owners and the clinical team, ensuring every interaction reflects the practice's commitment to outstanding customer service.

Key Responsibilities

• Manage incoming referral calls and book appointments accurately and efficiently
• Welcome clients in person and provide exceptional customer service via telephone and face-to-face
• Respond to client enquiries with empathy, professionalism, and careful attention to detail
• Process payments and maintain accurate, up-to-date client records
• Support the wider practice team to ensure a smooth client journey from arrival to discharge

Requirements

• Excellent communication skills and a professional, welcoming manner
• Experience in a customer-facing role with a strong focus on service quality and attention to detail
• Ability to manage multiple tasks effectively in a busy, pressured environment
• Collaborative approach and genuine willingness to support colleagues
• Proactive attitude with openness to feedback and continuous learning
• Ability to remain calm, positive, and professional while balancing competing priorities

Benefits

• 6.6 weeks' annual leave plus your birthday off as additional paid leave
• Increasing annual leave entitlement based on length of service
• Enhanced family-friendly policies: maternity, paternity, adoption, shared parental, and surrogacy pay
• Healthcare Cash Plan
• Cycle to Work scheme
• Pension scheme
• Discounted staff pet care
• Learning and development opportunities via the inspiring vet care Academy
• Access to voluntary benefits with choice to suit your needs
• Discounts and cashback with hundreds of participating retailers

About the Practice

Scarsdale Veterinary Group is a leading veterinary provider in the Midlands, delivering exceptional care for pets, horses, and farm animals. Pride Veterinary Centre is the group's flagship 24/7 hospital providing both first-opinion and referral services across multiple disciplines. The wider group operates practices in Derby, Nottingham, and Burton upon Trent, alongside a dedicated farm and equine practice.

Part of inspiring vet care (IVC Evidensia), the UK's number one vet care provider trusted with the care of over 2 million animals, Scarsdale Vets combines clinical excellence with a genuine commitment to supporting staff development, wellbeing, and career progression.