Client Care Support Lead Role

Southfields Veterinary Specialists (SFVS); Basildon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading veterinary specialist hospital in Basildon is seeking a Client Care Support Lead to oversee the mixed support team and ensure high standards of client care. The role involves analyzing performance metrics, training team members, and managing emergency referrals. Exceptional communication skills and leadership experience are essential for success in this position. The position offers a competitive benefits package and opportunities for professional development.

Benefits

5 weeks holiday plus bank holidays

RCVS and VDS fees paid

External CPD funded

Extensive free online CPD programme

Career progression opportunities

Staff discount schemes

Life Assurance

Enhanced sickness pay

E-car salary sacrifice scheme

Employer contribution pension scheme

Wellness programme including employee assistance

Qualifications

• Proven experience in a leadership or supervisory role.
• Strong understanding of client care principles.
• Exceptional communication skills with internal and external stakeholders.

Responsibilities

• Lead and support the mixed support team in achieving KPIs.
• Analyze performance metrics and contribute to improvement strategies.
• Oversee emergency referrals ensuring prompt responses.
• Deliver training and support for the Client Care team.

Skills

Leadership

Communication

Client Care

Performance Analysis

Job description

We have an exciting opportunity for a Client Care Support Lead to join the team at Southfields.

The role plays a key role in ensuring the smooth and efficient running of the mixed support team. It focuses on maintaining high standards of service for our referring vets, overseeing team performance against key service metrics, and supporting the Client Care Manager in driving continuous improvement across operations, training and communication.

Key Responsibilities

Team Oversight

• Lead and support the mixed support team (admin and telephones) to ensure KPIs are consistently achieved, including answering at least 75% of client calls within 5 rings.
• Provide day‑to‑day guidance and motivation to maintain exceptional standards of client care and communication.

Performance Reporting

• Analyse weekly telephone statistics, producing clear summaries for the Client Care Manager.
• Contribute to monthly performance reviews, highlighting trends, successes and areas for improvement.

Emergency Referral Management

• Oversee emergency referrals with the goal that 100% are answered within 5 rings.
• Foster a team mindset that the emergency phone is always the top priority, ensuring this is communicated effectively to clients.
• Ensure all emergency referrals are accurately logged through the lost, declined and emergency tracking spreadsheets.
• Flag any delays or issues promptly to the Client Care Manager or SLT.

Client and Stakeholder Communication

• Ensure the Client Care team delivers an exceptional service to referring vets.
• Collaborate with the Business Relationship Manager to maintain and enhance service quality and professional relationships.

Training and Development

• Support and deliver ongoing telephone and service training for the Client Care team.
• Lead and contribute to team meetings, introducing initiatives that improve performance, engagement and collaboration.
• Support the professional growth and confidence of team members through coaching and feedback.

Administrative Oversight

• Ensure administrative duties (including scanning and documentation) are completed accurately and on time.
• Provide administrative support to the Client Care Manager as required to facilitate smooth operations.

Success Measures

• 75% of client calls answered within 5 rings.
• 100% of emergency calls answered within 5 rings.
• Positive feedback from referring vets and internal stakeholders.
• Accurate, timely reporting and documentation.
• Improved team performance, engagement and communication.

Making an Application

Please submit your CV. For further information, please contact [e-mail].

Closing date for applications is 21st November 2025.

Benefits

• 5 weeks holiday plus bank holidays (pro‑rata) and Birthday Leave
• RCVS and VDS fees paid
• External CPD funded
• Extensive free online Linnaeus CPD programme
• Career progression opportunities
• 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 voucher scheme
  • Free annual Flu jab
  • Cycle to work scheme
  • Recruitment referral reward scheme

About Us

Southfields is a flagship Linnaeus hospital with a world‑leading Oncology Service. It's a very exciting time to join a forward‑thinking and highly motivated team that has the support of the Linnaeus Group, providing significant investment in innovative services, a contemporary state‑of‑the‑art working environment and commitment to personal and career development. With an excellent support team in place, you'll be able to concentrate on what you do best in a friendly and supportive practice with state‑of‑the‑art facilities.

Located only 30 minutes by train from central London, within easy reach of the beautiful Essex countryside and coast, and extremely well located for international travel links by air and train.

At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. Our Associates are over 6000 strong and empowered to 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.