Client Care Manager

Linnaeus; Livingston; On-site; GBP 40,000 - 60,000; Full time

Job summary

A renowned veterinary specialist hospital in Scotland seeks a Client Care Manager on a 12-month fixed-term contract. This role focuses on leading the Client Care and Administration teams, ensuring high service standards, managing client accounts, and continuously improving the client journey. The ideal candidate will possess strong leadership and communication skills and have a passion for delivering exceptional service. Competitive benefits include extensive holiday, CPD opportunities, and a wellness program.

Benefits

5 weeks holiday + bank holidays + Birthday Leave

Extensive free CPD program

Career progression opportunities

Staff discount schemes

Life Assurance

Enhanced sickness pay

Employer contribution pension scheme

Wellness program

Recruitment referral reward scheme

Qualifications

• Experience managing client-facing or administrative teams.
• Strong organizational and financial awareness.
• Genuine passion for delivering outstanding service.

Responsibilities

• Lead and develop the Client Care and Administration teams.
• Ensure accurate billing and adherence to governance.
• Review and implement client service procedures.

Skills

Leadership

Communication

Organizational skills

Client relationship management

Job description

Veterinary Specialist Scotland (VSS) is seeking a confident and compassionate Client Care Manager, on a 12 month fixed term contract, to lead our Client Care and Client Services Accounts teams.

You will lead the Client Care Team, ensuring consistently high standards of service and strong adherence to processes. You will also oversee client services accounts, ensuring debt is well managed, billing is timely, and governance requirements are met in line with Linnaeus and Mars guidelines.

Working closely with the senior leadership team, you will help refine processes, reduce complaints, and continuously improve the client journey.

Key Responsibilities

• Lead, coach and develop the Client Care and Administration teams, fostering a positive, inclusive and high-performing culture
• Actively listen to your team, providing constructive and honest feedback through meaningful conversations
• Build strong, respectful working relationships and recognise and celebrate good performance
• Oversee all client accounts processes, including debt management, insurance claims and payment plans
• Ensure accurate and timely billing and adherence to governance and GDPR requirements
• Review, develop and implement client service procedures, policies and standards to improve the client experience
• Provide clear insights and summaries of client activity to the senior leadership team, identifying opportunities for improvement
• Deliver agreed KPIs for Client Care and Accounts, providing monthly reports to the Operations Manager
• Support recruitment, onboarding, absence management and resourcing to meet hospital needs
• Promote colleague wellbeing and support the Operations Manager with the day‑to‑day running of the hospital

About You

You will be a compassionate people leader with experience managing client‑facing or administrative teams. You’ll bring strong organisational and financial awareness, excellent communication skills, and a genuine passion for delivering outstanding service while supporting and developing others.

Why Join Veterinary Specialist Scotland?

You’ll be part of a leading specialist referral hospital within Linnaeus, where collaboration, kindness and clinical excellence go hand in hand – and where your leadership will make a real difference to colleagues, clients and patients alike.

What we offer

• 5 weeks holiday + bank holidays + Birthday Leave
• Extensive free online Linnaeus CPD program
• Career progression opportunities
• Staff discount schemes
• Life Assurance
• Enhanced sickness耐pay
• Enhanced equal family leave
• Employer contribution pension scheme
• Wellness program including:
• o Employee assistance program
• o Eyecare voucher scheme
• o Free annual Flu jab
• o Cycle to work scheme
• Recruitment referral reward scheme

Veterinary Specialist Scotland is part of Linnaeus and Mars Veterinary Health, the largest family‑owned veterinary company in the world. Being privately owned, we can truly be driven by our purpose, to create a better world, and think long‑term as opposed to being focused solely on short‑term profits.

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empoweredાના speak up, step up and deliver quality services. You’ll have access to a huge network of specialists, worldwide development opportunities and an easily accessible, comprehensive wellbeing package that prioritises your physical and mental health, allowing you to focus on what you do best – care for pets.

We are committed to fostering a culture that is inclusive and diverse, we care about you and want you to be authentic, with everything you need to perform at your best. We are all individual but two important things bring us together: a commitment to excellence and our passion to achieve our purpose.

All applications with the relevant skills and qualifications will be carefully considered. If you need any support in completing your application or simply want to find out more about Veterinary Specialist Scotland, Linnaeus or the role, please contact our Talent Acquisition team at [e-mail].