Department: Experience / Virtual Care

Reports to: Virtual Care Team Manager

Location: Central Support (hybrid: home and in clinic)

Contract: Permanent

Working pattern: Full-time, including evenings and weekends on a rota basis

Role Purpose

The Virtual Care Assistant is the first point of contact for pet owners (members) seeking veterinary advice, appointment bookings, and general support. Operating primarily through phone and app chat-based communication, this role is central to delivering a joyful and seamless veterinary experience. The Virtual Care Assistant will triage enquiries, coordinate care, and act as an advocate for both preventative and urgent veterinary needs.

Key Responsibilities

Member Communication & Support

• Deliver warm, empathetic, and professional support to pet owners via live chat and telephone.

• Translate the in-practice experience into a text-based environment, maintaining the brand's joyful and caring tone.

• Explain veterinary processes, policies, and procedures clearly and concisely, avoiding overwhelming members with excessive information.

• Manage multiple simultaneous conversations while maintaining accuracy and quality.

Triage & Care Coordination

• Conduct initial triage of all inbound enquiries, distinguishing between urgent, semi-urgent, and routine requests.

• Follow established protocols for escalating emergency or time-sensitive cases to clinical staff.

• Coordinate appointment bookings across clinics, proactively offering alternatives when availability is limited.

• Manage member expectations with honesty and care when immediate solutions are not available.

Preventative Care & Member Engagement

• Advocate for preventative care by encouraging wellness check-ups, vaccinations, and routine health screenings.

• Educate members on common veterinary terminology and procedures in accessible, jargon-free language.

• Support members through emotionally challenging situations.

Systems & Administration

• Navigate multiple software platforms simultaneously, including chat tools, electronic medical records, and scheduling calendars.

• Maintain accurate records of all member interactions and outcomes.

• Adapt quickly to new tools and evolving processes as the organisation grows.

What we're looking for

Essential:

• Previous experience in a customer-facing role (e.g. contact centre, live chat support, hospitality)

• Experience working in a veterinary, healthcare, or animal welfare setting

• Outstanding written and verbal communication skills

• Ability to multitask across multiple digital platforms simultaneously

• Strong triage and prioritisation skills

• Conflict resolution and de-escalation skills

• Empathetic, warm, and genuinely caring nature

• Emotional resilience and ability to maintain wellbeing in sensitive situations

• Adaptable and comfortable with change

• Flexible approach to working hours, including evenings and weekends

• Passionate about improving the veterinary experience for pets and their owners

Desirable:

• Experience using CRM, medical records, or scheduling software

• Familiarity with common veterinary terminology and concepts

• Understanding of preventative pet care and wellness

• Awareness of veterinary urgency indicators and escalation protocols

Key Competencies

Communication & Tech Proficiency

• Exceptional written communication with the ability to convey warmth, empathy, and professionalism through text.

• Able to distil complex information into clear, concise responses without overwhelming the reader.

• Confident navigating and switching between multiple software platforms under time pressure.

Triage & Problem Solving

• Strong analytical skills to assess urgency and prioritise competing demands.

• Calm and effective under pressure, particularly when handling distressed or frustrated members.

• Resourceful and creative in finding solutions when the answer is not immediately available.

Empathy & Veterinary Awareness

• A genuine passion for animal welfare and the human–animal bond.

• Emotional resilience with the ability to support others through distressing situations while protecting own wellbeing.

• Comfortable using and explaining common veterinary terminology to a lay audience.

Culture & Adaptability

• Aligned with the mission to redefine the veterinary experience and make care joyful and seamless.

• Thrives in a fast-paced, evolving environment where processes and tools may change frequently.

• Flexible and positive approach to working non-standard hours, including evenings and weekends.

Working Conditions

• This role is a hybrid role, split between home and clinic; a reliable internet connection and a suitable home working environment are required for home working days.

• The role operates on a rotating shift pattern that includes evenings and weekends to meet member demand.

• Occasional travel to practice locations may be required for training or team events.

What We Offer

• A role where you can make a genuine impact on employee experience, culture and business performance.

• The chance to make a real, visible difference to how a fast-growing, purpose-led veterinary group runs on the ground.

• 200 hours' annual leave plus bank holidays, and your birthday off after one year's service.

• Salary sacrifice pension scheme (5% employee, 3% employer contribution).

• Access to our health cash plan after 6 months probation

• Cycle to work scheme

• A supportive, inclusive culture where your development is taken seriously.

• Regular team and company social events.

Equal Opportunities

At Creature Comforts, we believe the best teams are built from diverse perspectives, backgrounds, and experiences. We are committed to creating an environment where everyone feels genuinely welcome, respected, and able to do their best work, and we actively encourage applications from candidates of all backgrounds. We do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.