Client Support Manager

Goddard Veterinary Group; London Borough of Redbridge; On-site; GBP 55,000 - 70,000; Full time

Benefits offered by this job

6.6 weeks annual leave

Referral bonus £2,500

CPD budget up to £2,000 per year

Private medical insurance

Job summary

Talantir Veterinary Group is seeking a Client Support Centre Manager for a 12–18 month fixed term maternity cover. The role is based in Woodford, London, onsite, with a 40 hour week and no weekend work.

You will lead a team of 13 and oversee clinical support, HR matters, and KPI monitoring to ensure efficient client communications and service delivery. Candidates should hold a veterinary degree, have strong leadership experience, and be able to manage multiple projects within the CSC.

Qualifications

• Veterinary degree and valid registration.
• Proven leadership and people management experience.
• Experience supporting veterinary clinical teams.

Responsibilities

• Lead the CSC department including performance management.
• Provide clinical support to the CSC team.
• Line manager support to CSC supervisor and senior call handler.
• Manage HR matters for the CSC team.
• Maintain relationships with Regional Managers, Head Vets and branch colleagues.
• Monitor KPIs for phone and chat data across the company.
• Develop the Central Dispensary trial in liaison with Managing Director and Clinical Director.
• Develop and manage individual projects and work streams within the CSC department.
• Clinical support branch staff on an ad hoc basis.

Skills

Leadership

Performance management

Clinical support

HR management

KPI monitoring

Education

Veterinary degree

Job description

Our fabulous Client Support Centre manager will be off on her parenting adventure in the summer, creating a 12–18 month fixed term maternity cover position for a veterinary surgeon looking to take the reins of our veterinary Client Support Centre.

About the role

We have 49 sites across London including 3 hospitals, and with growing client numbers over the years our Client Support Centre was created to ease the load of communication for our sites and provide a more efficient service for our clients. Our Client Support Centre offers our clients an easier way to access vets and nurses’ services by telephone and video consultations. The support centre is situated in our main office in Woodford, where you will work onsite with a team of 13 support colleagues to help lead and support in the day-to-day operational running. The position is for 40 hours per week within normal office hours, and there are no weekend or bank holiday requirements.

As Client Support Centre (CSC) Manager some of your duties will include:

• Lead the CSC department including performance management
• Clinical support to CSC team
• Line manager support to CSC supervisor and Senior Call Handler
• Manage HR matters for the CSC team
• Maintain relationships with Regional Managers, Head Vets and branch colleagues
• Monitor KPIs for phone data and chat data across the company
• Monitor individual KPIs for Call Handlers
• Develop the Central Dispensary trial in liaison with Managing Director and Clinical Director
• Develop and manage individual projects and work streams within the CSC department
• Clinical support branch staff on an ad hoc basis

This role would be ideal for a vet who is looking to delve into a new environment and step away from hands on clinical work for a fixed term period, but is able to utilise their invaluable clinical knowledge, and strong communication and leadership skills.

Our office is nestled beside a beautiful church green complete with large duck pond and vocal resident geese, with ample onsite parking. If relying on public transport there are plenty of local bus options, Woodford underground station is approximately a 20-minute walk away, or if a keen cyclist 10-minutes for you!

What we offer you

The salary band for this fixed term position is £55,000 to £70,000 per annum depending on prior experience.

• 6.6 weeks annual leave including bank holidays
• £2,500 bonus for the referral of a vet or RVN to the group
• Up to £2,000 CPD budget per annum plus up to 5 days paid CPD leave
• Private Medical Healthcare Insurance with Bupa