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About the Role

The Practice Host is the face of Creature Comforts, combining exceptional client care with administrative work to ensure the practice runs smoothly. This role involves building relationships with members and their pets, managing clinic flow, and ensuring every visit reflects the Creature Comforts experience. You will also handle sensitive situations with professionalism and calm.

Responsibilities

Be the welcoming first point of contact for every member and their pet, delivering a consistently outstanding experience
Manage client check-ins, bookings, payments, and general enquiries in person, by phone, and via digital systems
Build genuine relationships with members and their pets through excellent communication and client care
Use the practice management system and members app to ensure smooth, efficient patient flow
Work with the clinical team to triage and support patient emergencies as they arise
Manage the pet bereavement process sensitively, supporting members before and after difficult appointments, arranging sympathy cards, and managing the return of ashes
Maintain all communal spaces to the highest standards of cleanliness and presentation at all times
Manage stock in the dwell and waiting spaces, including food, treats, merchandise, and refreshments
Coordinate member traffic, directing clients to the app or chat function to prevent congestion
Promote membership and support client acquisition and retention
Support the transition of PAYG to AA membership
Engage with local community activities to enhance the clinic's reputation and drive membership
Ensure payments are completed before and after each visit and manage end-of-day cash-up
Support the Practice Manager with debt management and overdue accounts
Manage chat functions, emails, and phone lines when not with clients at the front desk
Submit and track insurance claims accurately and promptly
Monitor the diary and update bookings as required
Follow up on consults, procedures, and outpatient appointments using the appointment tracker
Communicate clearly with members throughout their care journey, in writing and verbally
Support clinic growth by talking to members about Google reviews, referrals, and relevant membership offers
Step into Virtual Care Team (VCA) shifts as required, supporting members remotely across chat, email, and phone

Requirements

Substantial experience in a demanding, customer-facing role where you handled difficult or sensitive situations on your own, for example in healthcare, hospitality or a similar setting
GCSE grade 4 (C) or above in Maths and English, or equivalent professional experience
Strong client care skills
A real interest in animal welfare
Confident with IT and digital systems, and quick to learn new ones
Comfortable taking payments and doing the end-of-day reconciliation
Excellent verbal and written communication
Strong time management and organisation
Able to handle several priorities at once
An excellent team player
Capable under pressure
A real affinity for people and animals
Trustworthy, diligent and professional
Emotionally resilient and calm in sensitive situations
High standards, including keeping the practice clean, with an all-hands-on-deck approach
Entrepreneurial and proactive

Skills

Client care
Communication
IT and digital systems
Payment processing
End-of-day reconciliation
Time management
Organisation
Teamwork
Handling pressure
Animal welfare
Social media or content creation
Handling complaints

Location

London

Work Type

Full-time

Experience Level

Substantial experience in a demanding, customer-facing role

Education Level

GCSE grade 4 (C) or above in Maths and English, or equivalent professional experience

Benefits

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 healthcare incentive after one year of employment
Genuine career progression as we grow across London and beyond
A supportive, inclusive culture where your development is taken seriously
Regular team and company social events
The opportunity to be part of something genuinely different in veterinary care
Employee Assistance Programme and Mental Health First Aiders
Free snacks and lunch in clinic
Monthly peer recognition schemes
Celebrating clinic milestones

About the Company

We are rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner.
With beautifully designed clinics and purpose-built technology, we are transforming how veterinary care is accessed and delivered.
Our clinics combine modern design with first-class clinical care, creating spaces that vet teams, clients, and pets genuinely want to be in.
Our purpose is simple: healthier, happier pets and vets.
We believe in a model that benefits everyone: our clinical teams, our members, our local communities, and our investors.
We are building the vet group of the future.

Equal Opportunity

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.