Client Experience Lead - Vet Practice

IVC Evidensia Group; Reading; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

6.6 weeks annual leave

Birthday off

Family-friendly policies

Healthcare Cash Plan

Cycle to Work

Learning & development

Pension scheme

Discounted veterinary care

Green Cars salary sacrifice

Discounts and cashback

Job summary

The Woodley Vet is seeking an organised Client Care Manager on a full-time, fixed-term contract for 9 months. You will lead reception and client care teams, manage rotas and support performance development while ensuring outstanding customer service.

Working alongside clinical leadership, you'll optimise diary management, patient flow and debt processes, driving a positive client experience and maintaining high standards across front-of-house operations in our busy practice.

Qualifications

• Previous experience in client-facing roles with a focus on service excellence.
• Ability to manage multiple tasks in a busy environment.
• Strong communication and team collaboration skills.

Responsibilities

• Managing reception and client care staff, scheduling rotas, and supporting performance development.
• Ensuring high standards of customer service, managing communication, and handling queries or minor complaints promptly.
• Working with clinical leadership to support daily workflows, appointments, compliance, and admin tasks.
• Identify opportunities to continually improve the client experience and implement changes.

Skills

Client Care

Reception Management

Rota Scheduling

Customer Service

Diary Management

Debt Management

Job description

The Woodley Vet is seeking an organised Client Care Manager on a full-time, fixed-term contract for 9 months. You will lead reception and client care teams, manage rotas and support performance development while ensuring outstanding customer service.

Working alongside clinical leadership, you'll optimise diary management, patient flow and debt processes, driving a positive client experience and maintaining high standards across front-of-house operations in our busy practice.