Client Care Coordinator

About the Role

You’ll be the welcoming hub of Vets for Pets Loughton, greeting every client and their pet as they arrive and ensuring they leave the practice fully informed and delighted. This is a daytime-only role (Monday–Friday, split shifts 9am–noon and 4pm–8pm), offering a perfect blend of client interaction and pet care support in a busy, rewarding environment.

Your days will be varied and hands-on: you’ll explain care plans, process appointment aftercare, weigh dogs, capture pet photos for social media, and ask for client feedback and reviews. It’s not just about transactions—it’s about creating genuine connections and making sure every client feels valued from the moment they walk through the door.

Key Responsibilities

• Greet clients and pets warmly, offering guidance and support throughout their visit
• Explain care plans and appointment aftercare (invoicing, answering questions)
• Weigh dogs and record measurements
• Photograph pets for social media with appropriate client approval
• Build social media traction by engaging clients and requesting positive reviews
• Regularly check in with clients to ensure their needs are being met
• Provide reassurance to worried clients and celebrate happy moments (new puppies, positive outcomes)
• Assist the reception team when needed
• Help create a warm, welcoming atmosphere throughout the practice

Requirements

• Previous experience working in a customer-facing environment (essential)
• Confident, happy, and understanding personality with genuine love for pets
• Strong communication skills—able to explain information clearly and patiently
• Calm and attentive, with the ability to handle sensitive situations with empathy
• Natural rapport-builder who becomes clients’ go-to person in the practice
• Enthusiasm and drive—you thrive in a busy environment and enjoy helping others
• Flexible mindset and ability to adapt to whatever the day brings

Benefits

• 20% discount at Vets for Pets, Pets at Home, and the Groom Room
• Access to discounts and cashbacks across partner retailers
• In-house career development opportunities
• Pension scheme
• Generous holiday allowance
• Free car parking
• Inclusive workplace culture that values diversity and celebrates difference

About the Practice

Vets for Pets Loughton is part of a nationwide network dedicated to providing exceptional small animal care. The practice is committed to creating a welcoming environment where clients and their pets feel valued, supported, and cared for. As part of Pets at Home’s veterinary group, the practice combines quality clinical care with a genuine passion for customer service and community.

The team embraces diversity and inclusion, encouraging all staff to be their best selves and creating opportunities for talented people from all backgrounds.