About Veteris
Veteris is an independent and innovative veterinary emergency service provider, reshaping pet emergency care in the UK. Our dynamic approach includes Veteris Mobile units, comprising a team of mobile vets, and our our 24/7 intensive care units in Shoreditch and Clapham. We offer comprehensive, on-demand care that sets new standards in veterinary emergency services. At the core of our ethos is a human-centric philosophy that creates a supportive workplace where teamwork and dedication to our mission take center stage.
Role Overview
We're on the lookout for a Triage Team Manager, a key leadership role dedicated to guiding and supporting our incredible team of Registered Veterinary Nurses (RVNs) who handle emergency calls from pet owners.
The team handles all calls on our veterinary emergency hotline, providing high-quality clinical guidance to pet owners. As Triage Team Manager, you will be instrumental in ensuring that our nurses provide the highest standard of clinical guidance to pet owners while maintaining the integrity and efficiency of our emergency services.
This is a key leadership role where you will ensure that the Triage Team operates seamlessly, upholding our clinical standards and protocols, and continuously enhancing the team's performance. Your goal will be to maintain and improve the quality of emergency triage care, support the development of your team, and help shape the future of our emergency response operations
This is a mostly remote, non-clinical leadership position where you'll make sure every call is handled with empathy, efficiency, and professionalism. No veterinary degree needed ; just strong leadership, communication, and organisational skills
Key Responsibilities
* Lead the Triage Team: Manage and motivate our team of RVNs to provide calm, compassionate, and effective phone support to pet owners during emergencies.
* Coach & Develop: Provide ongoing feedback, training, and mentoring to help the team continuously improve.
* Be the Point of Escalation: Support the team when complex or sensitive situations arise, helping maintain service quality and consistency.
* Manage the Rota and Recruit: Ensure the triage service runs smoothly 24/7 by coordinating schedules and coverage and recruiting to maintain the team to an ideal size.
* Maintain Knowledge Systems: Keep our Notion knowledge base updated so the team always has accurate information at hand.
* Monitor Performance: Track call volumes, KPIs, and trends, and provide reports and recommendations to the leadership team.
* Drive Improvement: Identify opportunities to streamline processes, enhance client experience, and boost team efficiency.
What We're Looking For
* Proven team management or operations leadership experience : ideally in a customer service, healthcare, or call centre setting.
* Excellent communication skills : calm under pressure, empathetic, and confident handling difficult conversations.
* Highly organised and detail-oriented, with strong problem-solving and prioritisation abilities.
* A motivational leader who knows how to build trust, accountability, and team spirit.
* Comfortable using tools like Slack, Notion, and scheduling software, or quick to learn
* Passionate about helping people and pets, you don't need to be a vet, but you should care deeply about great service.
What We Offer
* Competitive Salary: Up to £45,000 per annum, depending on experience.
* Professional Development: Opportunities for continuous learning and growth within Veteris, including support for training and development programs.
* Benefits Package: Comprehensive health and wellness benefits, and a workplace pension scheme. Fully remote role.
* Remote Working: The role is 80% remote, providing you with the flexibility to manage your responsibilities from any location. The training period will be hybrid, requiring in-person attendance for 3-6 months to ensure a comprehensive understanding all business units within the practice.
* Career Progression: Veteris is expanding its operations, offering significant opportunities for internal career advancement.
Supportive Work Environment: A collaborative and inclusive culture that values teamwork, innovation, and professional growth.
Job Type: Full-time
Pay: Up to £45,000.00 per year
Benefits:
* Company pension
* Employee discount
* Flexitime
* Private medical insurance
* UK visa sponsorship
* Work from home
Education:
* Certificate of Higher Education (preferred)
Licence/Certification:
* ILM or CMI qualification in Leadership and Management (preferred)
Work Location: Hybrid remote in London N1 6PB