Client Care Leader — Veterinary Practice

IVC Evidensia; Inverness; On-site; GBP 17,000 - 29,000; Full time

Benefits offered by this job

6.6 weeks' annual leave

Birthday off

Pension scheme

Family-friendly policies

Healthcare Cash Plan

Cycle to Work

Discounted veterinary care

Learning and development opportunities

Job summary

Inspiring Vet Care in Inverness is seeking a Head Client Care Advisor to lead our client care team and deliver an exceptional experience for every client and pet.

You will manage appointments, handle enquiries, coach a team of five receptionists, create monthly rotas, and support insurance and debt processes while maintaining accurate records.

This role offers a supportive culture with development opportunities and a comprehensive benefits package.

Qualifications

• Experience in a customer-facing role with a focus on service and attention to detail.
• Ability to manage multiple tasks in a busy environment.
• Willingness to lead, coach and support a small team.

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.
• 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.

Skills

Customer service

Administration

Hospitality

Healthcare

Retail

Team leadership

Job description

Inspiring Vet Care in Inverness is seeking a Head Client Care Advisor to lead our client care team and deliver an exceptional experience for every client and pet.

You will manage appointments, handle enquiries, coach a team of five receptionists, create monthly rotas, and support insurance and debt processes while maintaining accurate records.

This role offers a supportive culture with development opportunities and a comprehensive benefits package.