Registered Veterinary Nurse – Reception & Client Experience

Are you a Registered Veterinary Nurse looking to take your career in a new direction, one that uses your clinical expertise in a non-clinical, client-facing role? 
If you thrive in fast-paced environments, enjoy problem-solving, and have a passion for delivering exceptional client care, this could be the perfect next step for you. Shrewsbury Hospital are seeking a Reception RVN to join their team. 

In this essential position, you’ll act as the vital link between our customer service functions and our clinical teams, supporting triage, coordinating diaries, and helping to maintain safe and effective pharmacy processes. 

This role is ideal for an RVN with 2+ years’ experience who is looking to step away from clinical duties while still making a meaningful impact on patient care and client support. 

About animal Trust

Animal Trust stands out from other veterinary services. Firstly, we are a unique Community Interest Company, being the only veterinary CIC in the UK to date. Our primary focus isn't solely on maximising profits; instead, we are dedicated to delivering on our mission and ensuring enough profit to sustain our business in the long term. 

What You’ll Be Doing 

Triage Support 

• Use your clinical knowledge to assess, prioritise, and direct patients appropriately, ensuring they are managed by the right team at the right time. 

Diary Coordination 

• Optimise appointment booking across multiple workstreams to support efficient workflow and maximise our ability to help clients and pets. 

Client Communication 

• Manage incoming chat queries, offering accurate, timely guidance and information to pet owners. 

Call Handling 

• Provide friendly, professional, and confident support to owners contacting the clinic by phone. 

Pharmacy Support 

• Assist with repeat prescription requests and medication dispensing. 

• Maintain excellent stock control and take ownership of the pharmacy area to ensure accuracy, safety, and efficiency. 

Administrative Support 

• Complete a range of non-clinical tasks related to patient journeys, including insurance queries, case follow-ups, and supporting debt management to help meet financial KPIs. 

Client Concerns Management 

• Address day-to-day client queries or issues, helping resolve concerns early and preventing escalation into formal complaints. 

Line Management  

• Line management and leadership support of the client services team as your clinic continues to grow.  

Reception duties  

• As a key part of our client services team, you will form part of our client experience rota, working on reception managing clients face-face as well as via digital and telephone communication channels.   

What We’re Looking For 

• RVN qualified with a minimum of two years’ experience 

• Confident communicator with excellent organisational skills 

• A calm, compassionate problem-solver 

• Someone who enjoys working closely with clients and supporting clinical teams 

• Passionate about delivering outstanding client experiences 

Benefits:

• 6 weeks holiday, including bank holidays
• CPD funded
• 52 Weeks sickness benefit available
• Employee assistance program 
• Enhanced maternity and paternity package
• Contributory pension scheme 4%
• RCVS and VDS fees paid
• Cycle to work scheme
• Store discounts with Perkbox
• Staff discount (20%)
• E-Car Scheme
• Refer-a-Friend bonus

Role Details 

• 40 hours per week, worked over 5 days   

• Working hours between 08:30-17:00hrs 

• Non-clinical role – ideal for nurses transitioning away from clinical practice 

• No weekends