Hello Vet
Digital Veterinary Surgeon & Change Management
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Reporting to: Head of Clinical Transformation Location: Full time working from Hello Vet Hello Quarters Working hours: 42 hours/week Role split between 50-75% Digital Veterinary Surgeon duties, 25-50% Change Management Salary: £55,000-£70,000 per annum Closing Date: Friday 14th August
We're looking for an experienced and proactive Veterinary Surgeon to take on a newly created, dual-remit role at Hello Vet, splitting time between being Digital Veterinary Surgeon and our growing Change Management function. You will report into the Head of Clinical Transformation.
In the Digital Veterinary Surgeon side of the role, you'll manage product requests across our clinics, standardise and audit advice given by the Digi team, provide clinical supervision of and support to the Digi RVNs for clinical case escalation, verify and audit bookings created by the team, propose changes that improve efficiency, assist in complaint handling and escalation, liaise with the clinic Veterinarians, help lead Digi team meetings and training and attend clinic Vet meetings where necessary. Through your Change Management responsibilities, you'll own the process by which change is proposed, diarised, trained for, and rolled out safely across our pods - ensuring clinics are aware of change, implementation is streamlined, and overlap of training and communications is avoided.
This is a founding opportunity to build Hello Vet's Digital and Change Management function together. You will share this responsibility with a counterpart Associate - the two of you dividing the workload between you as the function grows and develops, creating a clear path to leading a wider team across both Digital and Change Management as both functions expand.
About the Role
Digital Veterinary Surgeon
- As Digital Veterinary Surgeon, you will work alongside the Digital Service Leads and Digital RVN and Digital Clinical Care Assistant (CCA) team, holding ultimate responsibility for supervising and ensuring that the clinical advice given by the team across our digital platforms is safe, consistent and of the highest quality.
- Our digital service is unique, providing centralised client communications across phone, WhatsApp and email interfaces, and is pivotal to the care we provide at Hello Vet. The digital function is consistently the most mentioned offering in our client reviews - meaning the standard you set here directly shapes how clients experience Hello Vet.
- Alongside this, digital is a core, internal team within the business and a wide range of change across Hello Vet reflects through it. You will help lead this, proposing changes for efficiency, creating supporting materials for the team and for wider initiatives, and taking an active role in Digi team meetings and training.
- You will be responsible also in directly supporting the sole-charge in-clinic RVNs with case advice across our clinics where required.
- You will uphold the highest standards of care, communication and ethical practice, complying with the Veterinary Surgeons Act, the RCVS Code of Professional Conduct and Health and Safety legislation at all times.
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Change Management Associate
- As Change Management Associate, you will be the connective tissue between the teams proposing change (including Marketing, Product, Digi, Pod Directors) and the clinics who deliver it day to day.
- You'll own the SOPs, diarise the timelines across pods, make sure training and communications land in the right order, and track how change is landing across our clinics once it's live.
- You will share Change Management responsibilities with a counterpart Associate, splitting the department's workload between you.
- This JD sets out the responsibilities of the function as a whole.
- You will escalate as required to the Head of Clinical Transformation, and work to deliver Hello Vet's key values across both functions of the role.
Key Responsibilities
Digital Veterinary Surgeon
- Manage product requests raised by clinics and ensure client experience is maintained.
- Oversee escalation of complex client interactions, assisting in complaint handling and escalation across digital channels.
- Audit and supervise clinical advice given by Digital team members, ensuring consistency and standards compliant with RCVS regulations.
- Verify and review bookings created by the digital team, ensuring accuracy and compliance.
- Streamline digital and operational team processes guided by the Head of Clinical Transformation.
- Provide direct veterinary advice and digital patient triage support for complex cases.
- Support the Digital RVNs and sole-charge in-clinic RVNs directly with clinical case advice.
- Propose potential changes for efficiency and create supporting materials for the team or wider initiatives.
- Help lead Digi team meetings and take an active role in team training.
- Lead and contribute to projects improving digital efficiency and service quality.
- Liaise with in-clinic Veterinarians on shared cases, and attend clinic Vet meetings where necessary.
- Uphold the highest standards of care, communication and ethical practice, complying with the Veterinary Surgeons Act, the RCVS Code of Professional Conduct and Health and Safety legislation.
Change Management
- Own the entire change timeline for the business; incorporating timelines for strategic initiatives around quarterly senior leadership targets, internal training for change and CPD, and a communication plan for all change.
- Manage the intake of proposed changes to process, tech or operational initiatives from relevant stakeholders including Marketing, Product, Digi, Pod Directors and the Clinical function.
- Coordinate stakeholder meetings for company or pod-wide initiatives, arranging input from clinic leads where required.
- Propose training requirements, timing and rollout plans for change, and secure sign-off on the proposed timeline.
- Diarise the schedule for any change that affects clinics, ensuring HQ, the initiating team and Pod Directors are all aligned before any dates are confirmed.
- Enforce the change capacity requirements, and manage clashes as they arise.
- Own and ensure the maintenance of SOPs alongside the clinical function as changes occur, ensuring they reflect the latest agreed process and work with the training team to advise on materials that require updating.
- Streamline communications plan to clinics and wider business teams, ensuring colleagues are aware of initiatives in advance and have sufficient time to feedback.
- Track RAG status across all live initiatives and escalate issues to the relevant owner.
- Track the change calendar across the business, capturing re-baselines, any rollbacks and the rationale behind them from relevant stakeholders.
- Conduct post-live close-out reviews of change (~4 weeks post go-live) using pre-established success metrics, survey, and retraining-rate data.
- Represent the Change Management function at internal meetings to catch incremental changes before they collide with bigger timelines.
- Escalate as needed to the Head of Clinical Transformation, and work to deliver Hello Vet's key values across the function.
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What We’re Looking For
- Registered Veterinary Surgeon (MRCVS) with 5+ years of clinical experience.
- Working knowledge of project management and delivery methods.
- Experience or strong interest in leading organisational change across multiple sites or teams.
- Experience in L&D and creation of delivery materials.
- Understanding of change management principles and how to apply them pragmatically in a clinical setting
- Confidence in engaging and influencing stakeholders without direct authority over them.
- Ready to operate with ambiguity and flexibility, defining the function as it grows.
- Technologically confident and experience working in tech organisations preferred.
- Excellent written and verbal communication skills, with the ability to remain calm and compassionate under pressure.
- Highly organised, with great attention to detail and a bias for action.
- Ability to work both independently and collaboratively within a supportive team.
Why Join Us?
- Be part of a progressive veterinary business that prioritises innovation and compassionate care.
- Work in a dynamic digital environment that extends the reach of high-quality veterinary support.
- Join a supportive and professional team dedicated to excellence in client and patient care.
What you’ll receive
- A vibrant, supportive culture made up of people who are all here to change veterinary medicine for the better
- An unlimited CPD budget and a wealth of career growth opportunities
- Equity within the business
- Wellbeing support including paid lunch breaks, free lunch and snacks, Employee Assistance Programme (EPA) and mental health support
- Free veterinary care for your pets and cost-price medications
If you’re looking for a unique and rewarding opportunity that blends veterinary nursing with the latest in digital innovation, we’d love to hear from you!
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