Client Care Coordinator

About the Role

Pool House Equine Hospital is looking for a welcoming Client Care Coordinator to be the friendly face and voice of their busy equine practice. You’ll be at the heart of client interactions—from the moment they book their horse’s appointment through to resolving any account queries or concerns.

This is a permanent part-time role working 20 hours per week: Monday–Friday 1:30pm–5:30pm, plus Saturday mornings 9:00am–12:00pm on a shared rota. It’s an ideal fit if you’re seeking flexibility without compromising on meaningful work.

Key Responsibilities

• Book equine client appointments and coordinate hospital consultations and investigations
• Process payments and resolve account queries promptly and professionally
• Manage incoming calls, emails, and face-to-face enquiries with a calm, helpful approach
• Organise veterinary and nursing diaries, coordinating schedules across the team
• Support vets, nurses, and support staff with administrative coordination
• Follow practice protocols and contribute to smooth day-to-day operations

Requirements

• Equine experience is essential—you understand horses and the equine world
• Veterinary experience is a plus, but not required
• Excellent customer service skills with a confident, empathetic communication style
• Strong organisational and problem-solving abilities
• Proficiency in Microsoft Office and database systems
• Calm, resilient temperament under pressure
• Good local knowledge of the Lichfield area (desirable)

Benefits

• Competitive salary: up to £12,784.1 per annum
• 6.6 weeks’ annual leave (FTE), plus additional leave on your birthday
• Enhanced family-friendly policies: maternity, paternity, adoption, shared parental, and surrogacy pay
• Cycle to work scheme
• Employee wellbeing initiatives and non-accidental injury support
• Learning and development via the IVC Evidensia Academy
• Pawsome Benefits: reward gateway with discounts and cashback at 100s of retailers
• Pension scheme
• Discounted staff pet care

About the Practice

Pool House Equine Hospital, located on Crown Inn Farm in Fradley near Lichfield, has been a cornerstone of the local equine community for many years. The practice is renowned for delivering exceptional veterinary care and operates under IVC Evidensia, one of the UK’s leading veterinary groups. The team includes specialist-trained colleagues and referral specialists covering surgery, diagnostics, medicine, and lameness/poor performance—giving them the depth of expertise to manage complex cases.

With fantastic facilities and a people-focused culture, Pool House Equine is proud of its strong, supportive team. This is a place where relationships matter, both with clients and colleagues.