Client Care & Administration Manager

Linnaeus; Cambridge; On-site; GBP 28,000 - 34,000; Full time

Job summary

A leading veterinary practice is seeking a Client Care & Administration Manager for their Milton Hospital site. This full-time role requires a proactive leader to oversee the front-of-house team, manage complex client interactions, and ensure operational excellence. Candidates should possess strong organizational skills and be comfortable in a high-demand, 24-hour environment. This position offers valuable career progression opportunities as the hospital continues to grow.

Benefits

5 weeks holiday + bank holidays + birthday leave

Enhanced family-friendly policies

Career progression opportunities

Extensive free CPD programme

Staff discount schemes

Life Assurance

Employer contribution pension scheme

Qualifications

• Experience in client service, admin management, or similar leadership roles.
• Comfortable managing a high-volume, 24-hour environment.
• Operationally minded, with problem-solving skills.

Responsibilities

• Oversee Client Care Assistants and Twilight Team.
• Act as point of escalation for client concerns.
• Ensure efficient front-of-house processes.
• Manage complex insurance queries.

Skills

Highly organized

Solutions-focused

Excellent communicator

Client service experience

Leadership abilities

Job description

Client Care & Administration Manager - Village Vet Milton

Department: Client Care & Administration
Location: Village Vets - Milton Hospital
Position Type: Permanent, Full-Time
Working Hours: 40 hours per week
Salary: £28,000 - £34,000 (DOE)

About Us

Village Vets with Milton Hospital is a fast-paced, 24-hour site supporting both general practice and an extensive out-of-hours service with over 30 referring practices feeding into us. Our Milton site is rapidly expanding, with increasingly complex cases and high client demand - making this a crucial leadership position.

We are looking for a proactive, strategic, and people-focused Client Care & Administration Manager to act as the essential link between our front-of-house, clients, referring practices, and clinical teams.

This is an exciting opportunity to step into a role that underpins the smooth running of the hospital, ensures exceptional client journeys, and drives operational excellence every day.

The Role

This role goes far beyond traditional reception or lead CCA duties. You will oversee the entire front-of-house function at Milton, ensuring the department runs seamlessly while supporting both clients and staff.

You will manage the Client Care Assistants and the Twilight Team, act as the first point of escalation for client or administrative issues, and ensure financial and insurance processes are robust and efficient.

In essence, this role is the bridge between clients, reception, and clinical teams - perfect for someone who thrives in a busy environment, sees problems before they arise, and takes ownership of operational challenges.

Key Responsibilities

Leadership & Team Management

• Line management of the Client Care Assistants and the Twilight Team
• Daily oversight of staffing, performance, engagement and team support
• Driving team motivation, campaigns and initiatives (e.g., Pet Health for Life, Kinship)
• Ensuring consistent high standards of service across all client interactions

Client Care & Communication

• Acting as the primary point of escalation for client concerns and line complaints
• Supporting clinical teams by coordinating client communication, updates and follow-ups
• Ensuring smooth client journeys from arrival to discharge
• Overseeing communication with referring practices

Operational & Administrative Oversight

• Ensuring the smooth operation of all front-of-house processes
• Acting as the “on-the-ground” operational problem solver
  • e.g., resolving equipment issues, IT challenges, workflow gaps
• Ensuring a consistently safe, organised, and efficient working environment
• Overseeing supplies such as stationery and administrative equipment

Insurance & Financial Processes

• Full oversight of the direct claims and insurance administration process
• Ensuring financial compliance, accuracy and reporting at reception
• Managing complex insurance queries or client conversations

Cross-Departmental Coordination

• Serving as the key bridge between reception and clinical teams
• Ensuring information flows accurately and efficiently across departments
• Supporting vets and nurses with administrative and client communication challenges

Who We’re Looking For

We need someone who is:

• Highly organised, proactive, and solutions-focused
• Able to lead, support and motivate a busy client care team
• Comfortable managing a high-volume, 24-hour hospital environment
• Operationally minded - spotting problems and fixing them before they escal
• An excellent communicator who can handle complex conversations with empathy
• Experienced in client service, admin management or similar leadership roles

This is ideal for someone who has been a Lead CCA, senior administrator, or client care supervisor and is ready for the next step up.

Progression & Future Opportunities

This role offers genuine growth potential. As Milton Hospital continues to expand, there is a natural pathway toward a future Hospital Manager-level role. You will become a crucial point of support across teams, shaping processes and helping steer the hospital as it grows.

Benefits

• 5 weeks holiday + bank holidays + birthday leave
• Enhanced family-friendly policies, including parental leave
• Extensive free online Linnaeus CPD programme
• Career progression opportunities across the group
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Employer contribution pension scheme
• Wellness programme including:
  • Employee Assistance Programme
  • Eyecare vouchers
  • Free annual flu jab
  • Cycle-to-work scheme
• Recruitment referral reward scheme