Client Care/ Receptionist – Roundwood Vets

Is bright, bubbly, and has a happy and outgoing demeanour?

Takes delight in making customers happy and ensuring their needs are met?

Enjoys solving customer problems?

Loves keeping things like files, admin under control?

Keep things running smoothly and prevent problems even when you are not there?

Get’s stuff done the right way?

Is open to feedback and learning?

Is emotionally intelligent and can read people, being empathetic to their needs.

Are proactive and looking to grow and rise to new challenges?

Isn’t afraid to muck in to keep our practice in tip top shape?

About Us

We believe that life is better with animals and when we dedicate ourselves to helping others. We believe strong and healthy relationships matter and our veterinary practice is becoming the vet of choice for pet owners in NW London because we live and breathe these beliefs each day.

The team is amazing and the work we do makes a positive impact on so many families who rely on their pets for love, connection, and support.

Roundwood Vets have been around for nearly 15 years and are one of the few remaining independently owned practices in the area. We have a reputation for friendly service, high-quality care, and value for money in the NW London area.

We have systems in place for doing things right and we need someone who is happy to follow procedures and keep the system running smoothly.

We are a little family at Roundwood Vets, working together to ensure the best outcome for our patients but also our team. We care about each other and want each of our team to be happy and do well.

Here’s what some of our past and present team members say about working at Roundwoods;

“I enjoy working with a fun team who always help each other out”. Yasmin

“I loved being a receptionist at RV because no day was the same, but each day you go home satisfied that you really helped someone. The team at RV are like family and they treat their patients and clients as such.” Ola (previous employee)

“I love working in a team who are passionate about everything they do and management that appreciate their staff, are supportive and help me to grow” Kenzie

About You

You’ll be a bubbly, outgoing person who loves helping clients get what they need and making them happy. You’ll also be one of those people who are good at reading people and dealing with strong emotions.

You will be one of (if not the most) trustworthy, honest person you know. You can be serious when needed, but in general, you like to have fun at work.

You’ll also be the sort of person who scares their friends with how organised you are. You are the person in your group who gets places early and is always hustling everyone else along!

Most importantly we are looking for someone who can fit our team culture and values. Those values and how they influence our behaviour are why we have such a special team vibe. So here’s what matters most to us as a team:

1. We’re honest.

2. We’re kind.

3. We are conscientious.

4. We value teamwork.

5. We’re all about growth & learning.

6. We’re fun.

If these things really matter to you too, there’s a very high chance we’ll get along well.

The Job

Being part of our Client Care Team is a challenging but rewarding role. It doesn’t suit everyone as you need to be calm in stressful situations and a reassuring first point of contact for a client that at times will be upset, frustrated and worried about their pet.

A Client Care Assistant is similar to a Veterinary Receptionist but a Client Care Assistant is much more than just answering the phones and booking appointments.

The client care teams purpose is to make sure pets get the treatments they need and clients are satisfied each time they connect with our service.

Your job will include:

Answering phones quickly and effectively dealing with all of our client enquires.
Making our guest families (and their pets) feel welcome and relaxed about their visit.
Booking appointments and setting reminders for clients so they do not miss essential health visits.
Making sure all of our families book or purchase the products or services our vets recommend to keep their pets healthy.
Entering data accurately in our practice management software.
Sending direct mail/email and performing outreach calls to potential clients.
Dealing with email enquiries and processing online orders as they come in.
Keeping all documents filed correctly each day.
Keeping your vets and nurses diaries up to date and ensure they don’t miss appointments or meetings.
Ensuring the reception area meets our hygiene standard.
Cashing up each day.
Ensure test results are reported and filed on schedule.
Making outbound calls for vaccine reminders and other important health events.
Many of our clients speak Polish, so if you can speak an additional language it would be an advantage, though it is not essential.

You would be working shifts between the hours of 8am – 8pm Monday to Friday (typically either an early or late shift), A maximum 1:3 Saturday mornings 8.30am – 12.30pm (currently our Client Care Team work a 1:4 Saturday shift).

Benefits include;

20 days per annum plus bank holidays plus birthday, an additional day’s holiday is accrued for every year’s service.
£200 CPD allowance.
Closed on Sundays and Bank Holidays.
Staff discount scheme.
Workplace pension scheme.
Private Healthcare.
Perkbox.
Dedicated line management with development pathway.
Cycle to work scheme.
Team outings.
We will consider both full time and part time applications.

Salary: £20,000.00 per annum/ pro rata

When applying for this position please include a cover letter on why you are our next rockstar! Any application without a cover letter will not be considered further for this position.

For further information on job description and shift patterns please get in touch!