Client Care Advisor

About the Role

You’ll be the first point of contact for clients at Scarsdale Vets, part of Pride Veterinary Centre—a leading small animal referral hospital serving the Midlands and beyond. Operating 24/7 with advanced specialisms including Surgery, Neurology, Oncology, Ophthalmology, Cardiology, and Exotic Animal Medicine, this is a dynamic, fast-paced environment where your communication skills will directly impact client satisfaction and patient care. This is a part-time position covering a 12-month maternity leave period, with flexible working arrangements and a manageable weekend rota (one Saturday morning per month, 8:30–13:00).

You’ll work alongside both clinical and non-clinical colleagues in a values-led culture focused on care and continuous improvement. The team collaborates closely to ensure every client interaction is professional, compassionate, and welcoming.

Key Responsibilities

• Answer client calls, manage appointment bookings, and handle enquiries professionally
• Assist clients with questions both over the phone and in person
• Reassure nervous clients and patients, providing empathetic support
• Process payments and manage administrative queries
• Problem-solve issues to maintain a positive client journey
• Support the wider practice team during busy periods and cover holidays or sickness as needed
• Work the rolling weekend rota, including one Saturday morning per month

Requirements

• Excellent communication skills with a friendly, professional, and welcoming manner
• Previous experience in a customer-facing role, with strong attention to detail
• Ability to manage multiple tasks effectively in a busy, dynamic environment
• Collaborative mindset with a genuine willingness to support colleagues
• Proactive attitude, openness to feedback, and enthusiasm for learning
• Flexibility to work part-time hours and participate in the weekend rota

Benefits

• 6.6 weeks’ annual leave, plus additional leave for your birthday
• Increasing annual leave accrued through length of service
• Enhanced family-friendly policies: maternity, paternity, adoption, shared parental, and surrogacy pay
• Healthcare Cash Plan
• Pension scheme
• Cycle to Work scheme
• Learning and development via the IVC Evidensia Academy
• Discounted staff pet care
• Voluntary benefits and access to discounts with hundreds of participating retailers
• Clear career pathways with progression opportunities in client care and practice leadership

About the Practice

Scarsdale Vets is home to Pride Veterinary Centre, a flagship multi-disciplinary referral hospital within IVC Evidensia, Europe’s largest veterinary group. The centre operates around the clock, supported by an on-site ‘Vets at Night’ team, and is equipped with cutting-edge diagnostic and treatment technologies. It collaborates with the University of Nottingham, hosting clinical students as part of their training. The practice specialises in small animal medicine and surgery, with expert teams delivering advanced care across Anaesthesia, Diagnostic Imaging, Medicine, Surgery, Neurology, Oncology, Ophthalmology, Cardiology, Exotic Animal Medicine, and Dermatology.

As part of IVC Evidensia, which comprises over 900 practices and referral hospitals across the UK and Europe, Scarsdale Vets is committed to supporting team members to build fulfilling careers without limits. The culture emphasises investment in learning, innovation, and wellbeing at every career stage.