Client Care Lead — Veterinary Practice

Inspiring Vet Care; Inverness; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

6.6 weeks' annual leave

Healthcare plan

Pension scheme

Discounted veterinary care

Cycle to Work

Job summary

Inspiring Vet Care, the UK’s leading veterinary care provider, is seeking a confident, organised Head Client Care Advisor for Inshes Vets to lead our client care team and deliver an exceptional experience for every client and pet.

You will manage appointments, handle enquiries, coach five receptionists, and work closely with clinical colleagues to ensure a welcoming, professional journey for clients and their animals.

Qualifications

• Experience in a customer-facing role with a focus on service and attention to detail.
• Strong communication and organisational skills are essential for client care.
• Leadership experience and ability to coach a small reception team are desirable.

Responsibilities

• Welcoming clients and their pets with warmth, professionalism, and empathy.
• Managing incoming calls, emails, and appointment bookings.
• Leading, coaching, and supporting a team of five receptionists.
• Creating and managing monthly team rotas.
• Overseeing insurance claims and supporting debt management processes.
• Delivering outstanding customer service and resolving client enquiries confidently and professionally.
• Maintaining accurate client records, patient histories, and financial information.
• Supporting the efficient day-to-day operation of the reception department.
• Driving high standards, team engagement, and continuous improvement across the client care team.

Skills

Leadership

Customer service

Communication

Team management

Job description

Inspiring Vet Care, the UK’s leading veterinary care provider, is seeking a confident, organised Head Client Care Advisor for Inshes Vets to lead our client care team and deliver an exceptional experience for every client and pet.

You will manage appointments, handle enquiries, coach five receptionists, and work closely with clinical colleagues to ensure a welcoming, professional journey for clients and their animals.