Senior ECC Night Veterinarian copy

Job Description:

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 24/7 intensive care units in Shoreditch and Clapham. We provide comprehensive, on-demand emergency care that sets new standards in veterinary services.
At the core of our ethos is a human-centric philosophy that creates a supportive workplace where teamwork, compassion, and dedication to our mission take centre stage.

Role Overview
Due to continued growth, we are expanding our Triage leadership team and are looking for a Veterinary Triage Team Supervisor to work alongside our current leadership structure.
This is a predominantly non-clinical leadership role focused on supporting and supervising our team of Registered Veterinary Nurses (RVNs) who manage emergency calls from pet owners across London.
The team handles all incoming calls to our veterinary emergency hotline, providing guidance, reassurance, and coordination during urgent situations. As Triage Team Supervisor, you will play a key role in maintaining high service standards, supporting the team during complex situations, and ensuring the smooth day-to-day running of the triage function.
This role is ideal for someone with strong leadership, organisational, and communication skills who thrives in fast-paced environments and enjoys supporting people and improving systems.
Following onboarding and training, the role is primarily remote. However, regular attendance at our London sites is required approximately once per week or at minimum twice per month depending on operational requirements and team needs.
The role also includes participation in a rotational operational on-call structure, providing leadership support and escalation assistance outside standard hours when required.

What We Offer

• Salary up to £55,000 depending on experience
• Predominantly remote working structure
• Professional development and career progression opportunities
• Company pension
• Private medical insurance
• Employee discounts
• Flexitime
• Supportive and collaborative working environment

Working Structure

• Full-time position
• Initial hybrid onboarding and training period of approximately 3–6 months
• Predominantly remote thereafter
• Regular attendance in London required weekly or at minimum twice monthly
• Participation in a rotational operational on-call structure

Responsibilities:

• Support, supervise, and motivate our RVN triage team to deliver calm, compassionate, and efficient support to pet owners during emergencies.
• Provide ongoing feedback, mentoring, and training to help maintain high performance and continuous improvement across the team.
• Act as a point of escalation for more complex or sensitive situations, helping maintain consistency and service quality.
• Assist with rota planning, staffing coverage, recruitment, and onboarding to ensure stable 24/7 service provision.
• Help maintain and improve internal knowledge resources, protocols, and operational documentation.
• Track KPIs, call trends, and service performance, providing operational feedback and improvement recommendations to leadership.
• Identify opportunities to improve workflows, efficiency, communication, and overall client experience.

Desired Skills:

• Previous leadership or team management experience
• Excellent communication and interpersonal skills
• Calm and confident under pressure
• Highly organised with strong multitasking abilities
• Comfortable working with systems such as Slack, Notion, and scheduling platforms
• Strong problem-solving and decision-making skills
• Passionate about delivering exceptional service and supporting teams in high-pressure environments

• Experience in veterinary, healthcare, emergency services, or customer operations environments would be highly advantageous.