IT Support

Companion Care Vets
13 Apr 2019
06 May 2019
Contract Type
Full Time

On job training offered - must have an interest in learning inhouse system and delivering excellent customer service

Due to the current postholder progressing within the company we are recruiting a Support Technician to join our busy Business Insights team based in beautiful offices next to the Steam Museum and the Retail Outlet. This is an initial 12 month contract looking to start end of April. Very sociable, with focus on customer service and putting pets first. This is where we look after our partners and their 470+ vet practices all over the UK.

The Support Technician will work alongside our Team Lead and assist our Joint Venture Partners (JVP) and their surgery teams in using the Practice Management System (PMS), which supports the day to day operations in each business.

  • Providing first line support and resolution for PMS / Health Care Plan (HCP)/Procedures and Pricing related issues

  • Administering HCP transfers

  • Assisting with general enquiries from surgery teams via our internal service level management system (HEAT) and telephone

  • Investigating, recording and resolving PMS / HCP /Procedure and Pricing issues in a timely manner

  • Taking real ownership for resolution of allocated queries

  • Assisting Partners and surgery colleagues to maintain and optimise use of the PMS at a surgery level

  • Acting as a liaison between surgeries and our technical escalation teams

  • Providing excellent customer service at all times

  • Undertaking project work as required

  • Managing the setup of new surgeries with regards to PMS

    The ideal colleague will have excellent people skills and enjoy working in a busy, collaborative team. A strong interest in the technical aspects of a Practice Management System is essential, although full training on specific skills will be provided to the successful colleague through on-the-job training.

    The ideal colleague will be computer literate, ideally with experience of a similar software user support based role. This role could suit a graduate or college leaver with some office experience.

Person Specification


  • Customer service focused with the ability to work to tight deadlines when required
  • Computer literate with strong interest in further personal development in this area
  • Good level of skill in using Microsoft Excel
  • Ability to multi-task, prioritise, and manage time effectively

  • Excellent communication skills and a good team player
  • Experience of working with a PMS and a strong interest in the technical background to a PMS is ideal
  • Self-starting attitude and eagerness to learn
  • Ability to work on own initiative
  • Experience in a service-led business
  • Excellent organisation skills


  • An excellent working environment

  • 28 days annual leave (including bank holidays) rising to 33 days annual leave following 2 years’ service

  • 20% discount at Pets at Home stores and in addition, The Groom Room and The Vet Group surgeries

  • Agile Working Hours

  • Bring your dog to work

  • Colleague of the Month awards

  • Pension Scheme

  • Birthday / New Roost Leave

  • Childcare Vouchers

  • Cycle to Work scheme

  • Health Care scheme

  • Income Protection

  • Service Awards

  • Discounted Pet Supplies

  • Free Parking

  • Option to purchase additional 5 days annual leave (Hol-bay)

  • Beauty Therapist/Hairdresser on site by appointment

  • Groom Room - visits once a month

When starting your new career with The Vet Group, you will spend 4 days in local vet surgeries, meeting colleagues and pets and understanding how they work so that you are best placed to provide the support they need once you start your new role at the Support Office. You will also attend a full induction day and receive in depth training in your specific role.

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