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Client Care Superstar Wanted at Roundwood Vets

At Roundwood Vets, we want every client to feel like they’ve had a warm hug the moment they walk through our doors. We’re looking for someone special to join our Client Care team - a friendly, calm, and compassionate communicator who clients will love and trust.

This role is about people first. You’ll be supporting pet owners through all sorts of emotions, from happy puppy check-ups to more difficult times, helping them feel listened to, reassured, and cared for. And while you’ll certainly meet lots of wagging tails and purring patients, your true superpower is supporting the humans who love them.

Could This Be You?

• You’re an excellent communicator who can support people in all emotional states.
• You can juggle multiple tasks calmly and keep things running smoothly.
• You take pride in keeping your workspace spotless and welcoming.
• You’re great at helping people make decisions without ever making them feel “sold to.”
• You’re punctual, organised, and enjoy following clear procedures.
• You thrive in a client-facing role and take pride in providing exceptional service.

If this sounds like you, read on, we think you might enjoy this role.

About the Role

The “Big 3” areas of responsibility:

• Answer calls, messages, and emails promptly and warmly, keeping our appointment book full so pets get the care they need.
• Support the clinical team by ensuring clients follow through on recommendations and book follow-up care.
• Keep our reception area clean, tidy, and welcoming, so clients and their pets feel at ease the moment they arrive.

You’ll be trained in a wide range of skills, making you so much more than “just” a receptionist. By learning about our services and guiding clients to access them, you’ll be playing a vital role in helping pets live longer, happier, and healthier lives.

As the first and last point of contact at our practice, you’ll be the face of Roundwood Vets, creating a warm and memorable experience for every client, every time.

Working Hours

• 40-hour week with 8-hour shifts, Monday to Friday (between the hours of 8am - 8pm)
• Saturday mornings (8:15 am – 12:45 pm) required 1 in 3 weekends, with a half-day off the following week

About Us

Roundwood Vets is a place where pets live well and people thrive. We’re an independant practice, delivering sustainable, modern care that extends and improves the lives of pets and their people (including our team!).

When we took over nearly ten years ago, we were just one vet and one nurse. Today, we’re a team of more than 15 and growing. Our mission is to serve our community with a blend of old-fashioned personal care and modern healthcare solutions - think family doctor-style service, powered by smart tools and technology, in a culture where people come first.

Our values are honesty, kindness, conscientiousness, fun, teamwork, and growth. These aren’t just words on a poster, they shape how we work every day. If they resonate with you, there’s a great chance you’ll thrive with us.

Here’s what some of our team say about working at Roundwood Vets:

“I love working at Roundwood Vets. I love the culture and ethos, they encourage and support growth. The management are approachable and open to new ideas, everyone cares about each other, and no day is the same.”

“Fun, hardworking, excellent team with guidance available from management at all times. Great culture, lovely clients.”

We’re a fun, caring team who support each other to do our best work and we share the benefits of everyone’s hard work.

About You

You’re the kind of person who makes people feel instantly welcome, whether it’s through a friendly smile, a cheerful chat, or simply putting them at ease in a stressful moment. Clients trust you because you listen, reassure, and treat them with genuine kindness.

You thrive in a busy, people-focused role and can keep calm when lots of things are happening at once. You’re organised, punctual, and love following clear procedures that keep everything running smoothly.

Detail matters to you - whether it’s getting information right, following up with a client, or making sure the reception is spotless. You actually enjoy keeping things neat and clean, because you know a tidy, welcoming space makes all the difference to clients and colleagues alike.

You’ve got at least two years’ experience in customer service or sales (ideally in a veterinary, healthcare, or retail environment) and you’re comfortable with phones, computers, and handling payments. Most importantly, you’re emotionally intelligent, able to read situations, and can communicate with empathy in both good times and difficult ones.

And yes, you like animals but you understand this role is about people first. Your superpower is supporting pet owners so their pets get the very best care.

Skills and Experience Needed

• GCSE grade 5 in Maths and English (Literature & Language) or equivalent.
• Confident with phones, email, and texts, responding quickly and warmly.
• Able to explain services and preventative care clearly, building trust with clients.
• Strong organisational and multitasking skills.
• Comfortable with payment processing and end-of-day banking.
• Good computer, literacy, and numeracy skills.
• Able to maintain a clean, inviting reception area at all times.
• Willing to follow up with clients to ensure their pets get the care they need.

Travel and Practical Considerations

This is a full-time, physically and mentally demanding role, and we take mental health and wellbeing seriously. It’s important that this role is sustainable for you, not just in the short term, but over the course of the apprenticeship.

We ask that you think carefully about your commute to the practice (NW10 9NP), including early starts, late finishes, and Saturday shifts. Consistency and reliability are essential in this role.

As a guide, we will not consider applications where the daily commute is over one hour, as we have found this is not sustainable alongside the demands of the role.

Most of our team commute via public transport, and we encourage you to be realistic about what you can maintain long-term.

Benefits and Compensation

• Salary: £26,436.80 per year
• CPD for ongoing learning
• Pension scheme (after 3 months)
• Sick pay (after successful probation)
• 20 days annual leave + bank holidays + your birthday off
• An extra day off per year of service (up to 25 days)
• Regular company events and socials
• Genuine progression opportunities - Such as Student Vet Nurse after 18 months of service and a role arises.

Next Steps

If this sounds like the role for you, we’d love to hear from you. Please send us your CV and a fill out the section telling us why you’d be a great fit for Roundwood Vets. Be sure to complete all application questions fully to be considered.

Job Type: Full-time

Pay: £26,436.80 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• Sick pay

Application question(s):

• We receive a high number of applications for this role, so we’d love to understand what truly sets you apart. Based on what we’ve shared, how do you show honesty, attention to detail, and exceptional client care in your work? What makes you a real ‘warm hug’ for clients and a genuinely fab people person, and why would you be a great fit for our team? (Please don't use ChatGPT or Ai to answer this question)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person