Client Care Team Leader

IVC Evidensia; Hangersley; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

6.6 weeks' annual leave

Birthday off

Healthcare benefits

Learning & development opportunities

Discounted veterinary care

Job summary

Southern Counties Veterinary Specialists in Ringwood, Hampshire, seeks a Client Care Team Leader to oversee clinical client administration and support the Client Care Manager. The role focuses on leadership, service quality and smooth daily operations within a busy multi‑disciplinary referral hospital.

You will guide the team, prioritise workloads, handle client inquiries and ensure consistent standards across departments.

Qualifications

• Proven experience leading a client care or front-of-house team.
• Strong interpersonal skills with a customer-focused approach.
• Ability to manage workloads and communicate across departments.

Responsibilities

• Provide day-to-day leadership to the Client Care Administration team.
• Coordinate workloads and resolve client queries effectively.
• Support onboarding and training of new team members.
• Escalate complex issues to the Client Care Manager when needed.

Skills

Leadership

Team coordination

Communication

Customer service

Education

Experience in client care

Tools

CRM systems

Job description

Southern Counties Veterinary Specialists, Ringwood, South East

At inspiring vet care, our people are at the heart of everything we do. As the UK’s number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.

We are seeking an organised, personable Client Care Team Leader to join our team at Southern Counties on a full-time permanent basis.

SCVS is a specialist-led small animal hospital with the expertise and resources to handle the most complex cases. As a large multidisciplinary referral hospital, we boast impressive facilities and cutting‑edge equipment, allowing us to deliver exceptional care from the initial consultation through to patient discharge.

Conveniently located in Ringwood, Hampshire, just off the A31, we are ideally positioned for our clients.

Our recent expansion features a newly purpose-built theatre complex, a two-storey facility with an expansive client reception and waiting area, 10 additional consulting rooms, and a new rehabilitation centre.

And we’re not stopping there — future enhancements include a new diagnostic suite, an ICU area, and more.

How You’ll Make a Difference

This is a hands‑on leadership role, combining the day‑to‑day responsibilities of Client Care Administration with supporting and coordinating the Client Care team.

Working closely with the Client Care Manager, you will help ensure the smooth running of the department, provide day‑to‑day guidance and support to colleagues, coordinate workloads and maintain consistently high standards of service for our clients and referring veterinary practices.

You will be a visible and approachable point of contact for the team, helping colleagues resolve queries, prioritise workload and manage challenging situations while ensuring matters are escalated appropriately when required.

Working Pattern

Monday to Friday 8am-5pm, 1 hour for lunch

Key Responsibilities

Team leadership and coordination

You will:

• Provide day‑to‑day leadership, guidance and support to the Client Care Administration team.
• Act as a first point of contact for operational queries and support colleagues in resolving day‑to‑day issues.
• Coordinate and prioritise workloads, ensuring key tasks are completed efficiently.
• Help maintain appropriate team coverage throughout the working day and raise any resourcing concerns with the Client Care Manager.
• Allocate and redistribute work where necessary to support the smooth running of the department.
• Support colleagues with more complex or challenging client and referring practice enquiries.
• Lead by example, promoting a positive, professional and collaborative team environment.
• Support clear communication between Client Care, clinical teams and other departments.
• Identify recurring operational issues and work with the Client Care Manager to improve processes and ways of working.

Training and team support

You will:

• Support the induction and onboarding of new Client Care Administrators.
• Provide practical training, coaching and day‑to‑day guidance to team members.
• Help ensure agreed processes and procedures are understood and followed consistently.
• Identify areas where colleagues may benefit from additional guidance or refresher training.
• Support the implementation and communication of changes to departmental processes and procedures.
• Assist the Client Care Manager with team meetings, updates and other departmental activities as required.

You Might Be a Great Fit If...

You are a friendly, organised and customer‑focused individual who enjoys working as part of a team. You’ll bring:

• Excellent communication skills and a professional, welcoming manner
• Experience in a customer‑facing role, with a strong focus on service and attention to detail
• The ability to manage multiple tasks effectively in a busy environment
• A collaborative approach and willingness to support colleagues
• A proactive attitude, with openness to feedback and learning

How We’ll Support You

At inspiring vet care, we’re committed to supporting your development and wellbeing from the very start of your career. When you join us, you’ll benefit from:

• A key client‑facing role within a supportive and collaborative practice team
• Clear career pathways with progression opportunities within client care and practice leadership roles
• Ongoing learning and development supported by experienced colleagues and practice teams
• A values‑led culture focused on care, community and continuous improvement

What We Offer Our Team

• 6.6 weeks' annual leave plus your birthday off
• Increasing holiday allowance based on length of service
• Enhanced family‑friendly policies, including maternity, paternity, adoption, shared parental and surrogacy pay
• Employee wellbeing initiatives including Healthcare Cash Plan and Cycle to Work salary sacrifice schemes, subject to eligibility criteria
• Learning and development opportunities via the inspiring vet care Academy
• Discounted veterinary care
• Voluntary benefits including Green Cars salary sacrifice scheme and access to discounts and cashback with hundreds of participating retailers

We’re committed to supporting our people through career development opportunities, wellbeing initiatives and access to world‑class learning resources.

Whether you’re just starting out or looking to take the next step in your career, inspiring vet care offers the support, opportunity and community to help you grow.

Southern Counties Veterinary Specialists