Veterinary Operations Assistant

Our Company Culture

Vetsure is a fast-growing SME providing a range of services to independent vets across the UK, including pet insurance, buying group services and facilities management services that enable vets to collect monthly direct debits for pet health plans.

The company is experiencing exceptional growth and now turns over in excess of £50 million.

The positive values woven into the fabric of Vetsure stem from our love of pets and our passion for care, support and well-being. This culture extends throughout our team, and we strive to create an inclusive and engaging environment where all our employees feel valued and able to thrive.

Email your application to [email protected]

Key Facts About the Role

Contract type: Full-time, permanent
Hours: 37 hours per week
Location: Hatfield, Hertfordshire
Reports to: Veterinary Operations Manager

Benefits

• Free parking.
• 25 days of annual leave plus bank holidays. Following three years of continuous service, annual leave increases by one additional day per completed year of service, up to a maximum of 28 days.
• 3% pension contribution when you contribute 5%.
• An Employee Assistance Programme.
• The option to buy or sell annual leave.
• A long service recognition scheme.

Additional Benefits After Passing Probation

• Two days of additional annual leave to settle a new cat or dog into your home.
• One day of additional annual leave to move to a new home.
• Discounted pet insurance.
• Optional enrolment onto our Vitality Healthcare scheme, with a £30 monthly contribution from the company towards your premium.

Job Description

As a Veterinary Operations Assistant, you will provide crucial support to the Veterinary Operations (VO) Team in managing smooth day-to-day operations. This includes ongoing communications with practices using our services: Vetsure Meds, Vetsure Pet Insurance, Vetsure Pet Health Plans, Buysure buying group and Vetsure Direct Delivery.

The VO Team supports practices with central enquiries, assists the sales team with ongoing relationship management and works across internal departments to deliver exemplary service to our partner practices.

The role includes occasional travel within the UK to company events and trade shows, which may require overnight stays.

Main Duties

Operational Support

• Assist the VO Manager and wider team in handling, responding to and reassigning tickets received in the VO Team inboxes within specified timeframes.
• Collate and categorise recurring enquiries from practices to help the VO Manager develop resources and tools, improve efficiency and maintain exemplary service delivery and customer support.
• Develop an understanding of the Competition and Markets Authority (CMA) regulations and requirements following the veterinary market investigation, including their impact on our network of veterinary clinics.
• Support the VO Manager in creating, updating and developing guidance documents and support packs for member practices relating to CMA and other regulatory requirements.
• Assist the VO Manager and wider team in handling enquiries relating to CMA changes and other regulatory requirements.
• Keep practice contact details and data up to date in the Customer Relationship Management (CRM) system.
• Provide online practice training and support for all business-to-business software platforms.
• Assist the VO Manager in training new VO Team members, taking the initiative to support individuals and share knowledge while encouraging mutual respect and ongoing collaboration.

Vetsure Meds, Vetsure Direct and TAG

• Gain an in-depth understanding of Vetsure Meds to handle enquiries confidently, with support from the VO Team and other departments.
• Assist the Customer Care Team with enquiries from pet owners using Vetsure’s business-to-consumer platforms.
• Liaise directly with partner practices using Vetsure Meds and Vetsure Direct to resolve incoming enquiries and issues.
• With guidance from the VO Manager, ensure all direct delivery plans are up to date and communicate any amendments required by practices to the relevant teams or individuals in a timely manner.
• Contribute to the ongoing development of TAG and the Vetsure Meds website by providing external and internal feedback, suggesting new ideas and assisting the VO Manager with continuous improvement projects.

Support for Veterinary Relationship Managers and the Sales Team

• Support Veterinary Relationship Managers (VRMs) with practice operational issues, working across teams where required.
• Regularly gather feedback from the sales team on the types of enquiries received from practices to create and continuously update a knowledge bank of resources, enabling faster problem resolution and exemplary customer service.