Reports to: Client Experience and Digital Team Lead (Interim Period: Head of Clinical Transformation)

Direct reports: Digital Registered Veterinary Nurse (RVN) team

Team: Digital RVNs

Location: Hello Vet Hello Quarters (Office-Based), Full Time (42 hours per week)

Salary: £40,000-£44,000 per annum

About the role

This role leads the Digital RVN team, who provide clinical triage and tailored advice to pet owners through our digital platforms, and are a vital extension of the clinical care Hello Vet provides. The Digital RVN team works alongside the digital client care assistant (CCA) team to facilitate a primary point of contact for all Hello Vet clients, guiding them to the necessary digital or in person care. As part of the wider Clinical Transformation function, the Digital RVN service is a core pillar to enable Hello Vet to deliver care consistently and effectively.

This role balances two things: staying close to the frontline by working digital shifts on the rota and providing clinical triage directly, and simultaneously working strategically to lead and develop the wider Digital RVN team.

A key part of this role is being the bridge between the Digital RVN team and our clinic-based teams and Hello Quarters, ensuring clinical consistency and a seamless client and patient journey wherever a client interacts with Hello Vet - whether through a digital triage conversation or an in-clinic visit.

Key responsibilities

Team

• Lead the Digital RVN team with passion, energy and enthusiasm, encouraging and modelling a positive mindset and problem solving attitude

• Line manage the Digital RVN team, setting objectives, facilitating 1:1s, supporting development and empowering them to deliver excellent clinical care

• Lead onboarding, training and upskilling for new and existing Digital RVNs, keeping the team aligned on the Hello Vet strategy

• Oversee the performance and wellbeing of the Digital RVN team

• Manage the Digital RVN rota, scheduling shifts for the team and managing holiday requests, sickness and other absence

• Assist in the delivery and follow-up of weekly Digi team meetings, alongside the Lead Digital CCA and Client Experience and Digital Team Lead, ensuring a regular cadence

• Assist with recruitment of new Digital RVN team members, alongside the Client Experience and Digital Team Lead

• Build a team culture that reflects Hello Vet's values

• Act as the key relationship holder between the Digital RVN team, clinic leads and wider clinical teams, ensuring clinical consistency across Hello Vet

• Represent the Digital RVN team's perspective in wider clinical and transformation conversations

Client

• Be the embodiment of the Hello Vet client experience, ensuring we deliver a trail blazing service that is so good our clients tell their friends

• Active participation in the digital team rota shifts, resolving client enquiries and delivering triage directly, developing deep understanding of client interactions and team efficiency

• Act as the clinical escalation point for the Digital RVN and Digital CCA teams for any client enquiries beyond their scope

• Ensure all client communications and interactions are recorded consistently across digital platforms

• Share client feedback and clinical trends from digital interactions to inform how clinics practice, and translate clinic realities back into digital ways of working

• Work closely with clinic-based teams and evolve workflows to close the loop on client journeys as they move between digital and in-clinic contact

Pet

• Provide clinical triage and tailored clinical advice to owners directly, exercising judgement on requirement and urgency of care for their pet

• Own and evolve clinical protocols and workflows for the Digital RVN service

• Ensure consistency and accuracy of advice given for Hello Vet patients, conducting regular review processes to confirm compliance with the Veterinary Surgeons Act, RCVS Code of Professional Conduct and Health and Safety legislation

• Maintain the highest quality of patient record keeping across the team, meeting regulatory standards

Technology

• Track call, conversation and booking metrics and outcomes to highlight where care or process is falling short, and propose new solutions

• Work with the Head of Clinical Transformation, the Client Experience & Digital Team Lead, and Product to propose and develop tools that improve workflows for the team

• Suggest improvements to our in-house technology stack as we scale

Commercial

• Report on Digital RVN team KPIs to the Client Experience and Digital Team Lead

• Support the conversion of unregistered owners to registered, active Hello Vet clients through excellent clinical engagement

Qualities and experience

• Registered Veterinary Nurse (RVN) with proven experience in-clinic and strong clinical judgement

• Previous leadership or supervisory experience, ideally managing a client-facing clinical team

• Previous experience in a digital service delivery setting preferred

• Strong technology skills and competency, or experience working within a tech organisation

• A genuine passion for helping and empowering other team members to reach their full potential

• An exceptional communicator, able to guide pet owners calmly through stressful and sensitive situations

• Experience coaching team on the go, designing and delivering training upskill for individual and team training

• A natural team player, able to build trust with Hello Quarters and clinic-based teams who may not report into this role directly

• Comfortable operating in a transformation environment, connecting daily clinical triage to bigger picture organisational change

• A real interest for digital innovation in veterinary care

• Strong administrative skills with the ability to multitask and problem-solve