ECC Client Care Advisor (CCA) / Receptionist – Join the Voo Vets Family!
Location: Our Surbiton Hospital
Hours: Weekends (Saturdays and Sundays) 8am-8pm (some flexibility)
Salary: Competitive Salary - DOE
Be the heartbeat of our practice
Why this role matters….
At Voo Vets, our Customer Care Advisors don’t just work on reception - they shape how our clients feel about us.
You are the first smile a client sees, the calm and reassuring voice on the phone, and the person who helps both pets and owners feel confident they’re in safe hands. From the first enquiry to the moment a client leaves our practice, you play a vital role in delivering a warm, professional and consistent experience.
If you love people, thrive in a fast-paced environment, and take pride in delivering outstanding service every day, this role is for you.
The role at a glance
As an ECC Customer Care Advisor, you’ll be responsible for supporting the smooth day-to-day running of the Hospital practice while delivering an exceptional client experience for every pet and owner.
From managing appointments and handling enquiries to processing payments and supporting the wider team, you are a key link between our clients and our clinical teams.
From the client’s perspective, you are the face of Voo Vets and their first point of contact.
Key responsibilities
The client experience
Ensure the reception area is clean, tidy, welcoming and professional at all times
Be visible, approachable and proactive in supporting clients
Build strong, trusting relationships that encourage long-term client loyalty
Face-to-face client contact
Greet clients warmly and professionally on arrival
Book appointments, manage admissions and discharges efficiently
Communicate clearly with clients, building rapport and confidence
Anticipate, identify and resolve client concerns promptly and professionally
Provide attentive support to key clients
Telephone calls & digital communication
Answer phone calls and emails in a friendly, professional manner
Quickly understand client needs and take appropriate action
Take accurate, detailed messages and pass them to the correct team member
Follow up on missed or cancelled appointments in line with practice procedures
Manage delays sensitively by keeping clients informed and reassured
Service promotion & recommendations
Support the growth of the practice by welcoming new and second-opinion clients
Confidently discuss healthcare plans with new and existing clients
Offer guidance on retail products and services available
Manage repeat prescription requests in line with protocols, Administration & systems
Complete administrative and operational tasks during non-consulting times as directed
Use practice management systems accurately and efficiently
Attend and contribute to reception team meetings
Provide feedback on processes and protocols when requested
Support cover for annual leave within your clinic and across other Voo clinics where required
Key Performance Indicators Client satisfaction and feedback
Appointment utilisation and follow-ups
Accuracy of bookings, messages and records
Contribution to team efficiency and collaboration
What we’re looking for
Essential
At least 1 year’s experience in a customer-facing role (e.g. hospitality, retail, medical or similar)
Excellent communication skills - confident, empathetic and professional
Comfortable discussing services, plans and recommendations with clients
Strong IT skills with good attention to detail
Ability to multitask and stay organised in a busy environment
A proactive, positive, “can-do” attitude
Ability to take initiative and work autonomously
Preferred
Experience in a veterinary, medical or healthcare setting
NVQ Level 4 in Customer Service
Progression
This role offers a clear pathway into the Customer Service Manager (CSM) pathway, with opportunities for development and progression within Voo Vets.
If Voo is the company for you, we would love to hear from you
Apply now and become part of the Voo Vets family!
Pay: Competitive Salary
Benefits:
Work Location: In person
Benefits:
Application question(s):
- What are your salary expectations?
Experience:
- customer facing: 1 year (required)
Work Location: In person
