Virtual Customer Support Officer

Virtual Care Assistant (Online membership services)

£25 - £30K

Permanent, Based on-site at Notting Hill

Are you passionate about making a difference in the lives of pets and their owners? Do you thrive in a role where compassion and innovation meet?

We’re seeking a Virtual Chat Support Specialist to join our team and be part of an exciting mission to redefine the veterinary experience.

We are reimagining pet care with a seamless and joyful approach—every day. Beautifully designed clinics and cutting-edge, in-house technology create a new standard for how care is accessed and delivered. Combining modern elegance with first-class veterinary care, you would be working in an environment that pets, owners, and veterinary teams all love to be a part of.

About the Role

As a Virtual Chat Support Specialist, you’ll be the first point of contact for clients. Your role is key in ensuring that pet owners receive empathetic, knowledgeable, and timely support, reflecting our commitment to excellent service.

Responsibilities:

1. Engage with pet owners via the online chat platform to address inquiries about appointments, services, and general pet care.
2. Provide empathetic guidance and support to promote pet health and welfare.
3. Schedule appointments, manage client records, and coordinate follow-up communication.
4. Collaborate with veterinary professionals to resolve complex issues, ensuring seamless care.
5. Maintain accurate documentation while adhering to confidentiality and security protocols.
6. Continuously seek ways to enhance the client experience and streamline processes.

What We’re Looking For:

1. Previous experience in customer service or virtual support preferred.
2. Strong written communication skills with the ability to convey information effectively.
3. Empathy and genuine care for pets and their owners.
4. Excellent problem-solving skills in a fast-paced environment.
5. Proficiency with virtual chat platforms or similar tools; familiarity with veterinary terminology is a plus.
6. Flexibility to work evenings, weekends, and holidays as needed.

Why Apply?

Be part of a forward-thinking team that’s building the veterinary group of the future—where innovation, care, and mutual success come together.