Client Services Manager

PDSA; Bournemouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading charity organization is seeking a passionate Client Services Manager in Bournemouth. The ideal candidate will lead the reception team and ensure high standards of customer service in a dynamic environment. Responsibilities include improving the client journey and building community relations. Benefits include flexible working, generous holiday, and pension plans. Join us to make a meaningful difference for pets and their owners while working in a supportive and collaborative culture.

Benefits

Flexible working options

25 days holiday plus Bank Holidays

Paid special days off

Generous pension options

Life assurance

24/7 wellbeing support

Staff discounts on services

Enhanced family leave policies

Discount on Pet Insurance

Qualifications

• Experience leading team to deliver high standards of customer service.
• Confident in using IT systems with good knowledge of Microsoft Office.
• Calm, solutions-focused approach supporting team and clients.

Responsibilities

• Lead reception team and manage all client service aspects.
• Review and enhance customer journey and communication.
• Build relationships with local community to promote services.

Skills

Customer service expertise

Leadership skills

IT proficiency

Attention to detail

Empathy

Collaborative approach

Tools

Microsoft Office

Database management

Job description

Make a difference every day with PDSA

AboutUs

Join us to help keep even more people and pets together when times are tough. For over a century, PDSA has provided vital veterinary care for the pets of people in financial hardship.

We’re now on a journey to expand our reach to support even more people and their beloved pets. To achieve this ambitious goal, we need passionate and driven individuals who are ready to embrace change and help shape a future-focused PDSA. Together, we’ll build a stronger organisation to ensure our services help those who need us most for the next hundred years.

If you’re ready to make a real difference and be part of a team that’s creating positive change, we want you to join us. Let’s build a brighter future for pets and their owners, together.

About you

We’re looking for a Client Services Manager to join our friendly team at Bournemouth. You’ll be passionate about great customer service and keen to make a positive difference for pets and owners in the local community. You’ll thrive in a busy, purpose-led environment where no two days are the same, championing high standards at reception and helping to make every client’s experience with PDSA welcoming, efficient and professional.

In this role, you’ll lead our reception team and take responsibility for all aspects of client services within the Pet Hospital. You’ll review and improve the customer journey, support clear internal and external communication, and make sure client-facing risk assurance and administrative processes are followed. You’ll also help to build strong relationships with the local community, supporting our mission and helping clients to understand the value of the service we provide.

You’ll have experience of leading people to deliver a high standard of customer service, ideally in an office administration, reception or facilities management environment. You’ll be confident using IT, with good working knowledge of Microsoft Office and databases, and strong attention to detail. Above all, you’ll bring empathy, professionalism and a calm, solutions-focused approach, supporting your team, working collaboratively with clinical colleagues, and helping us to provide a caring, efficient veterinary service to those who need it most.

Rewards, support and benefits

We’re really passionate about being a great place to work, somewhere people feel proud of what they do, connected to a meaningful purpose, and able to make a genuine difference every day. Our teams are collaborative and supportive, and we encourage everyone to bring their ideas, individuality and passion for pets to work with them.

As well as a rewarding role and a positive, people-focused culture, we also offer a wide range of benefits, including :

• Flexible working options to support your work–life balance and individual circumstances.
• 25 days’ holiday plus Bank Holidays, with option to buy or sell an extra five days.
• Three paid special days off: Volunteering Day, Celebration Day and Wellbeing Day annually.
• Generous pension options, with PDSA contributions starting at 5% and rising to 10%.
• Life assurance providing four times your annual salary for added peace of mind.
• AXA Health Employee Assistance Programme, with 24/7 wellbeing support.
• Retail, holiday and lifestyle discounts available through our staff Fetch benefits platform.
• Enhanced maternity, paternity and adoption leave to support you and your family.
• 15% discount on PDSA Pet Insurance plus access to staff veterinary services.

To apply for this role, click Apply Now at the top of the page, create a candidate account and complete our simple application form.

PDSA is committed to embedding a culture of diversity and inclusion within our teams that reflect the communities we serve. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. We offer a range of family friendly, inclusive employment policies and opportunities for flexible working arrangements to support team members from different backgrounds.

If you have any questions or concerns regarding accessibility, please contact us and we will be happy to discuss via email or telephone reasonable adjustments that you may require throughout the recruitment process.

We are committed to safeguarding and promoting the welfare of children, adults at risk and all our colleagues and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.

To support this commitment, our recruitment & selection processes are robust and rigorous. All appointments will be subject to satisfactory references and appropriate background checks.