Client Experience Lead

Medivet; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Job summary

Medivet is seeking a Client Experience Manager in Clerkenwell, Greater London, to own the client journey from first contact through ongoing care. You will lead the client care team, ensure a welcoming reception, and drive service standards while promoting the care plan to clients.

The role requires strong leadership, excellent communication, and a proven track record in delivering outstanding client experiences within a veterinary or customer-focused setting.

Qualifications

• Experience delivering high-quality client care.
• Ability to lead and develop a team.
• Proven customer service excellence in a veterinary/retail environment.
• Strong communication and interpersonal skills.
• Experience with diary management and appointment scheduling.

Responsibilities

• Take ownership of the client journey from first contact to ongoing relationship.
• Champion exceptional customer service and create a welcoming, professional environment.
• Identify opportunities to improve the client experience and implement changes.
• Maintain reception and client areas to high presentation standards.
• Monitor client feedback and drive service improvements.
• Resolve client concerns promptly and escalate complex issues when needed.
• Lead, support and motivate the client care team; set and uphold high standards.
• Coach and train colleagues to deliver consistently high levels of service.
• Support induction and development of new client care staff.
• Encourage the team to promote and explain the care plan to clients.
• Oversee diary management and efficient appointment booking for a smooth experience.
• Manage practice debt follow-up processes with sensitivity.

Skills

Customer service

Team leadership

Coaching

Communication

Diary management

Appointment booking

Client care

Training

Conflict resolution

Job description

Medivet is seeking a Client Experience Manager in Clerkenwell, Greater London, to own the client journey from first contact through ongoing care. You will lead the client care team, ensure a welcoming reception, and drive service standards while promoting the care plan to clients.

The role requires strong leadership, excellent communication, and a proven track record in delivering outstanding client experiences within a veterinary or customer-focused setting.