Veterinary Client Care Assistant
Location: 70 Chancellors Road, Hammersmith, London Hours: Full time Practice: London Vet Specialists Salary: £27,000, per annum Practice Details

If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.

Job Description

JOB TITLE: CLIENT CARE ASSISTANT

SITE: LONDON VET SPECIALISTS, HAMMERSMITH, LONDON, W6 9RS

REPORTING TO: CLIENT CARE TEAM LEADER

London Vet Specialists have an exciting opportunity for an organised and professional Client Care Assistant to join their team. In this role you will have the opportunity to work in a thriving state-of-the-art multidisciplinary veterinary referral hospital, providing exceptional client experience, and pivotal to the delivery of patient care. The role is full-time at 40-hours per week.

The purpose of this position is to serve as a member of the Client Care Team, delivering high level customer service, to our clients, visitors, and referring vet practices.

This will include:

Arranging referral appointments for routine, urgent, and emergency care.
Client experience throughout their pet’s hospital journey.
Financial processes of payments & insurance claims.
Liaising with referring veterinary practises, insurance companies, and pet owners.
Clear closed loop communication pathways with clinical teams.
Accurate digital record keeping across various platform.
Supporting clients through the emotional challenges of their pet’s care.

Our client care assistants should create the image and the first impression of our business, remaining calm, courteous, empathetic, and professional. Our client care assistants should make a positive impression, ensuring clients feel confident in our service, and at ease whilst under our care.

This position requires a practical knowledge of the hospital’s multidisciplinary services; the basic principles and regulations governing visitors; dispensing restrictions; basic veterinary care, and recognition of an emergency. Accuracy in transcribing information with the knowledge of the terminology and standard operating procedures. Processing insurance claims both for direct payment and on behalf of clients will be a key aspect of this role.

About:
Linnaeus owned London Vet Specialists provides generous opportunity for progression and professional development. We provide a bespoke client-patient experience with commitments to clinical excellence and emphasis on the quality of the client journey. This role devises an excellent opening for a leader in customer services to hone their skills, whilst working with some of the industries most talented and forward-thinking veterinary employees. We provide unparalleled medical care to our patients and a superior customer service to our clientele. We consider our client experience to be amongst the best available, modelling our service on the human private healthcare sector, with a dedicated client care team, always ensuring our clients and referring veterinary practices are treated with trust, honesty, and integrity. We believe that excellent communication is key to successful outcomes for both our patients and their owners.

London Vet Specialists originated as a boutique small animal referral centre in Belsize Park, where in Spring 2024, the hospital began a new chapter with a major expansion and relocation to a new state-of-the-art site in Hammersmith, West London. The hospital boasts an incredible location on the banks of the river Thames and nestled within the bustling and thriving Hammersmith & Fulham neighbourhood. We currently have specialists in multiple disciplines including Anaesthesia, Cardiology, Dermatology, Internal Medicine, Neurology, Ophthalmology, Oncology, Orthopaedics, Soft Tissue Surgery, and Radiology.

Candidate Specifications:

The need to be confident, committed, and able to work well under pressure, with exceptional organisational skills. Their ability to prioritise and multi-task is vital. Their ability to work well within an evolving team is crucial, as well as being confident to self-autonomously and independently focus on activities.

Previous experience in veterinary hospital or high-end customer service position is essential for this role. The ideal candidate will be suitability qualified diploma holder in customer services, BVRA certificate holder, or equivalent qualification/s. They will have a minimum of 1-year experience within veterinary, desirably at referral hospital level.

Benefits