Lead Practice Administrator

Plymouth Veterinary Group, Estover; Plymouth; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

6.6 weeks annual leave + birthday off

Pension scheme

Healthcare Cash Plan

Cycle to Work salary sacrifice

Discounted veterinary care

Learning and development via Inspiring

Job summary

Plymouth Vets, part of Plymouth Veterinary Group, is seeking a Lead Practice Administrator to join our Plymouth practice on a full-time basis. You will oversee the admin, reception and client communications teams, ensuring smooth daily operations and adherence to high service standards.

As a key leadership role within a friendly, patient-focused environment, you will manage workloads, performance reviews, and training, while supporting continuous improvement across the practice.

Qualifications

• Excellent communication skills and a professional, welcoming manner.
• Experience in a customer-facing role with service focus and attention to detail.
• Ability to manage multiple tasks effectively in a busy environment.
• Collaborative approach and willingness to support colleagues.
• Proactive attitude with openness to feedback and learning.

Responsibilities

• Oversee non-clinical teams for the Practice including admin, reception, client communication, banking, debt management and maintenance.
• Provide visible leadership to non-clinical teams and promote continuous improvement.
• Drive PHC, FAB, Insurance intros and claims processing and debt recovery to meet targets.
• Lead performance management via regular meetings, appraisals, absence management and development planning.
• Implement and lead non-clinical initiatives for measurable outcomes across the practice.
• Be first point of contact for complaints and escalate to Directors as required.
• Report team performance to DOP and management team monthly.
• Ensure compliance with non-clinical protocols and RCVS standards across sites.
• Act as key holder and cover for DOP in absence.

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.

We are seeking an organised, personable Lead Practice Administrator to join our team at Plymouth Vets on a full-time permanent basis.

How You’ll Make a Difference

Key Responsibilities:

• To oversee the non-clinical teams for the Practice covering admin, reception, client communication as well as banking, debt management and cleaning/courier services and practice maintenance.
• Provide visible leadership to all non-clinical teams, fostering a high performing, customer focused culture and promoting continuous improvement across the practice.
• To lead and drive performance relating to PHC, FAB, Insurance Intros and claims processing as well as debt recovery, ensuring targets are achieved and service standards are maintained.
• To lead, develop and performance manage all direct reports through regular one-to-one meetings, appraisals, absence management, coaching and development planning ensuring high standards of performance, engagement and accountability.
• To implement and lead non-clinical initiatives, driving continuous improvement and measurable performance outcomes across the practice.
• To be the first line of contact for complaints resolution escalating to Directors as required (both clinical and non-clinical)
• To report team performance to the DOP on a regular basis and to the management team monthly.
• To maintain and ensure compliance with non-clinical protocols and RCVS practice standards requirements across all sites.
• To be a key holder for all sites and cover for the DOP in times of absence.

Main Duties:

• Oversee rota planning for the Client Care Team. Ensuring all shifts are covered and holiday approvals are managed; at times fill shifts to ensure the reception/admin tasks can be completed.
• Manage and drive PHC performance, analysing trends, implementing improvement plans and reporting outcomes to the DOP
• Oversee and manage Insurance claims processing, ensuring service level agreements are consistently achieved and any issues proactively addressed.
• Lead and champion the FAB programme, driving engagement, performance and achievement of the practice objectives.
• Manage the debt recovery process ensuring timely collection of outstanding balances and effective control of aged debt.
• Monitor servicing of equipment within the practice; ensuring records are maintained for compliance.
• Lead regular one-to-one meetings, performance reviews and annual appraisals, providing coaching feedback and development support to maximise team performance.
• Conduct return to work interviews for absence; processing absence for the team and holding first line meetings when required as per the absence/sickness policy.
• Hold team members accountable for performance standards and agreed objectives, addressing underperformance where required whilst supporting ongoing development and succession planning.
• Manage workload performance with individuals to ensure deadlines are being met and provide further training and support for their development.
• Manage the client complaints process to resolution and where required escape to the Directors (DOP and Clinical Director) ensuring written outcomes are issued in a timely manner.
• Maintenance of Schedules on Dayforce.
• Any other tasks delegated by the DOP.

Work pattern

• Full-time Monday to Friday (flexibility is required to fill shifts at weekends when required).

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

• 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.

Up to £35,000 per annum