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Pet Health Advisor (PHA) — Join the Client Advocacy Team at Vets4Pets Fort Kinnaird

Location: Vets4Pets Fort Kinnaird, Edinburgh
Hours: 35 hours/week | 3 full weekdays (8.30–7pm, rota-based) + 1 in 3 weekends (shorter shifts)
Starting Pay: £12.21/hr — with structured increases post-training and based on performance
Overtime: Expected
Experience: Previous client-facing role essential

About the Role

This isn’t reception. This isn’t admin.
This is client advocacy — and it’s central to how we deliver care.

As a Pet Health Advisor, you’ll be the key point of contact between clients and our clinical team. Your focus is the client journey — creating clarity, calm, and connection at every step.

You’ll work across two main areas:

• Front-of-house client care — welcoming, educating, guiding, and following through with clients in person
• Telephony and digital support — problem-solving remotely with warmth, accuracy, and urgency

This role is fast-paced and full-on — but never chaotic. We’ve built a structured, high-performing client care environment where phones don’t ring on the floor, roles are clearly defined, and you have the time to do your job well.

Who We’re Looking For

We’re not looking for placeholders. We’re looking for stakeholders — people who show up with purpose.

We need someone who:

• Reads between the lines — not just takes instructions
• Thinks ahead — not just answers the immediate question
• Communicates clearly, professionally, and with heart
• Owns what lands with them — and sees it through (even if that means delegating)
• Keeps a high standard — because your standard is our reputation

This role requires:

• A professional appearance and confident manner
• Proven experience in a client-facing setting
• Strong computer literacy and adaptability with software
• A calm, composed approach to pressure, with compassion and care for pets and people
• Flexibility to cover absence and work within the weekend rota

Who This Would Suit

• Someone from the veterinary or healthcare world who wants to focus on client experience and advocacy
• A standout from another fast-paced client environment who’s ready to work in a mission-led, pet-focused space

What You’ll Get

• Structured in-house training and onboarding — giving you confidence, consistency, and time to earn trust
• Once you're established: space to grow into digital engagement, client education, and care coordination
• CPD access via the Vets4Pets Learning Academy
• Pension scheme and retail discount benefits through the Pets at Home Group
• Supportive team culture that backs your development and rewards high standards

How to Apply

Sound like your kind of fit?

Email your CV and a short cover letter to [email protected], letting us know why you’re made for this role.

Vets4Pets is an equal opportunities employer.

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!