Lead Practice Administrator

IVC; West Devon; Presencial; GBP 32.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

6.6 weeks annual leave and birthday on

Family-friendly policies

Wellbeing initiatives

Learning and development opportunities

Pension scheme

Discounted veterinary care

Salary sacrifice schemes

Green Cars salary sacrifice

Descripción de la vacante

inspiring vet care seeks a Lead Practice Administrator to oversee non-clinical teams across reception, admin and client communications at Plymouth Vets. The role is full-time and fixed-term, with leadership responsibilities and a focus on continuous improvement in a trusted veterinary care provider.

You will drive performance in PHC, FAB and insurance processes, manage debt recovery, ensure compliance, and mentor staff. A key holder role and weekend flexibility are included.

Formación

• Proven admin/office management experience.
• Experience in veterinary or customer-facing roles preferred.
• Strong customer service and leadership skills.

Responsabilidades

• Oversee non-clinical teams for the Practice, including admin, reception, client communication, banking, debt management and site maintenance.
• Provide visible leadership to non-clinical teams and promote continuous improvement across the practice.
• Drive PHC, FAB, Insurance intros and claims processing and debt recovery to meet targets and service standards.
• Lead and develop direct reports through regular coaching, appraisals and absence management.
• Lead non-clinical initiatives to improve performance and drive measurable outcomes across the practice.
• Be first line for complaints resolution and escalate as needed to Directors.
• Report team performance to the DOP and management monthly.
• Maintain compliance with non-clinical protocols and RCVS standards across sites.
• Act as key holder and cover for DOP during absence.
• Oversee rota planning for Client Care Team and ensure shifts and holidays are covered.
• Drive performance analytics, trends and improvement plans for PHC and related services.
• Oversee insurance claims processing and SLA adherence, addressing issues proactively.
• Lead FAB program to drive engagement and achievement of practice objectives.
• Manage debt recovery processes and control aged debt.
• Monitor equipment servicing and maintain records for compliance.
• Conduct regular one-to-one meetings, appraisals and coaching for staff development.
• Handle absence-related interviews and ensure smooth back-to-work processes.
• Ensure performance standards and objectives are met and address underperformance.
• Manage workload and provide training support to meet deadlines.
• Oversee client complaints to resolution and escalate appropriately.
• Maintain Dayforce schedules and related admin duties.
• Perform any other tasks delegated by the DOP.

Conocimientos

Excellent communication

Customer-facing experience

Multitasking

Collaborative

Proactive attitude

Herramientas

Dayforce

Descripción del empleo

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 fixed-term 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 escalates 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

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 - £35,000 a year

Up to £35,000 per annum