Head Client Care Advisor

IVC Evidensia; Inverness; On-site; GBP 17,000 - 29,000; Full time

Benefits offered by this job

6.6 weeks' annual leave

Birthday off

Pension scheme

Family-friendly policies

Healthcare Cash Plan

Cycle to Work

Discounted veterinary care

Learning and development opportunities

Job summary

Inspiring Vet Care in Inverness is seeking a Head Client Care Advisor to lead our client care team and deliver an exceptional experience for every client and pet.

You will manage appointments, handle enquiries, coach a team of five receptionists, create monthly rotas, and support insurance and debt processes while maintaining accurate records.

This role offers a supportive culture with development opportunities and a comprehensive benefits package.

Qualifications

• Experience in a customer-facing role with a focus on service and attention to detail.
• Ability to manage multiple tasks in a busy environment.
• Willingness to lead, coach and support a small team.

Responsibilities

• Welcoming clients and their pets with warmth, professionalism, and empathy.
• Managing incoming calls, emails, and appointment bookings.
• Leading, coaching, and supporting a team of five receptionists.
• Creating and managing monthly team rotas.
• Overseeing insurance claims and supporting debt management processes.
• Delivering outstanding customer service and resolving client enquiries confidently.
• Maintaining accurate client records, patient histories, and financial information.
• Supporting the efficient day-to-day operation of the reception department.
• Driving high standards, team engagement, and continuous improvement.

Skills

Customer service

Administration

Hospitality

Healthcare

Retail

Team leadership

Job description

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.

Inshes Vets is looking for a confident, organised, and compassionate Head Client Care Advisor to lead our friendly client care team and help deliver an exceptional experience for every client and pet.

While previous veterinary experience would be an advantage, it is not essential. We welcome applications from candidates with strong backgrounds in customer service, administration, hospitality, healthcare, retail, or team leadership who are excited about bringing their skills into the veterinary profession.

Practice Highlights

You will join a supportive team where compassion, collaboration, and exceptional patient and client care are at the heart of everything we do. In return, you will have the opportunity to develop your leadership skills, contribute to a positive workplace culture, and build a rewarding career alongside people who share your passion for animal welfare.

How You’ll Make a Difference

As a Head Client Care Advisor, you will be the first point of contact for clients, playing a key role in delivering a welcoming, professional and compassionate experience at every interaction.

You’ll support the smooth running of the practice by managing appointments, handling enquiries, supporting client communications and working closely with clinical and non-clinical colleagues to ensure a positive client and patient journey.

Working Pattern

• Monday to Friday 8am until 7.30pm shifts are 8-5, 9-6 and 10.30-7.30 and 1 in five Saturdays 9-1pm

Key Responsibilities

• Welcoming clients and their pets with warmth, professionalism, and empathy
• Managing incoming calls, emails, and appointment bookings
• Leading, coaching, and supporting a team of five receptionists
• Creating and managing monthly team rotas
• Overseeing insurance claims and supporting debt management processes

Delivering outstanding customer service and resolving client enquiries confidently and professionally

Maintaining accurate client records, patient histories, and financial information

Supporting the efficient day‑to‑day operation of the reception department

Driving high standards, team engagement, and continuous improvement across the client care team

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
• Pension scheme
• 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.

£0 - £0 a year

Up to £29,000 per annum

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.