Practice Manager

Lakeside Veterinary Surgery; Swansea; On-site; GBP 40,000; Full time

Job summary

A dedicated veterinary practice in Swansea is seeking an experienced Practice Manager to oversee operations across multiple sites. This role involves managing administrative tasks, leading a non-clinical team, ensuring compliance, and enhancing client satisfaction. The ideal candidate will have proven leadership experience, strong organizational skills, and a commitment to exceptional client service. The position offers a competitive salary of up to £40,000 per annum, alongside generous benefits and a supportive team environment.

Benefits

6.6 Weeks annual leave

Private Medical Insurance

Company pension scheme

Enhanced family-friendly policies

Learning and development opportunities

Voluntary benefits

Access to discounts with retailers

Discounted treatment for pets

Qualifications

• Proven experience managing teams within a veterinary or healthcare setting.
• Commitment to delivering top-notch customer service and improving client experiences.
• Comfortable using management systems, Microsoft Office, and other digital tools.
• Excellent interpersonal skills with effective communication ability.
• Skilled at managing conflict and resolving issues quickly.
• Strong organizational and time-management abilities.
• Basic understanding of financial management, including budgeting.

Responsibilities

• Oversee administrative operations of all three sites, ensuring efficient processes.
• Lead and develop the non-clinical team for clear communication and high morale.
• Foster client experience ensuring the reception team delivers excellent service.
• Monitor financial operations including invoicing and payroll processing.
• Ensure adherence to regulatory obligations including health and safety.
• Collaborate with management to implement business goals and improvements.

Skills

Leadership Experience

Client-Focused

IT Proficiency

Communication Skills

Problem-Solving Ability

Organizational Skills

Financial Acumen

Job description

Salary: Up to £40,000 per annum

Hours: 40 hours per week, Monday to Friday

Closing Date: Thursday, 29th January 2026 *Closing date is subject to change.

Forest Vets is on the lookout for a dedicated and experienced Practice Manager to oversee the non-clinical operations across all three of our veterinary sites. If you're a proactive, organized leader with a passion for delivering exceptional client service and driving operational excellence, we want to hear from you!

In this pivotal role, you’ll be responsible for managing the day-to-day operations, leading a supportive and friendly team, and ensuring a seamless client journey. Working closely with our directors, you will help to enhance efficiency, performance, and client satisfaction across our practice.

Key Responsibilities:

Operational Management:

• Oversee and manage the administrative operations of all three sites, ensuring efficient processes, effective workflows, and high levels of operational excellence.
• Ensure the practice facilities are well-maintained and fully equipped, coordinating repairs, cleaning, and equipment management.
• Implement strategies to enhance the client journey and ensure timely procurement of stock, consumables, and equipment.

Team Leadership & Development:

• Lead and guide our non-clinical team, including receptionists and administrative staff, ensuring clear communication and high staff morale.
• Manage recruitment, onboarding, and induction of new team members, ensuring smooth integration into the practice.
• Organize staff rotas, ensuring appropriate coverage for all shifts, including weekends and holidays.
• Conduct regular performance reviews, identifying opportunities for training and professional development.
• Oversee HR tasks such as holiday approval, absence tracking, and disciplinary actions, in line with company policies.

Client Experience & Relationship Management:

• Foster an exceptional client experience, ensuring the reception team delivers excellent customer service.
• Handle client queries, complaints, and feedback promptly to maintain high levels of satisfaction.
• Work closely with the clinical team to ensure effective communication and a seamless service delivery from appointment booking to follow-up.

Financial & Administrative Management:

• Oversee financial operations including invoicing, debt collection, payroll processing, and supplier payments.
• Monitor financial performance, tracking revenue, expenses, and profitability, and support senior management with budgeting and forecasting.
• Ensure stock control processes are in place, minimizing waste while maintaining adequate supplies.

Compliance & Health & Safety:

• Ensure adherence to regulatory obligations, including those from the Royal College of Veterinary Surgeons (RCVS) and health and safety regulations.
• Manage health and safety protocols, risk assessments, and staff training.
• Support the preparation for RCVS Practice Standards Scheme (PSS) inspections and other regulatory audits.

Practice Development & Strategic Support:

• Collaborate with the Director of Practice & Clinical Services to implement IVC Business goals, ensuring continued growth and improvement.
• Assist with marketing and client engagement activities, including social media, community events, and promotional initiatives.
• Identify opportunities for operational improvements to enhance efficiency and client satisfaction.

What We’re Looking For:

• Leadership Experience: Proven experience managing teams, ideally within a veterinary or healthcare setting.
• Client-Focused: A commitment to delivering top-notch customer service and improving client experiences.
• IT Proficiency: Comfortable using practice management systems, Microsoft Office, and other digital tools for managing administrative tasks.
• Communication Skills: Excellent interpersonal skills with the ability to communicate effectively with clients, staff, and external partners.
• Problem-Solving Ability: Skilled at managing conflict and resolving issues quickly in a fast-paced environment.
• Organizational Skills: Strong organizational and time-management abilities, with experience handling multiple priorities and deadlines.
• Financial Acumen: A basic understanding of financial management, including budgeting and financial reporting.

Why Join Forest Vets?

• Work-Life Balance: Full-time role with 40 hours per week, Monday to Friday, allowing for a great work-life balance.
• Variety & Challenge: Lead and manage across all three sites, ensuring no two days are the same.
• Supportive Environment: Work with a passionate team dedicated to providing exceptional veterinary care and client service.

At Forest Vets, we believe in putting both our patients and people first. Join us in delivering outstanding veterinary care and a top-tier client experience. We look forward to hearing from you!

Because our people matter

We recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive base salary, you will benefit from –

Work-Life Balance

• 6.6 Weeks annual leave
• Additional leave for your birthday

Wellbeing

• Private Medical Insurance
• Employee Assistance Programme: 24/7 confidential helpline
• Enhanced family-friendly policies, including maternity/paternity/adoption/shared parental and surrogacy pay
• Initiatives focused on colleague wellbeing

Development

• Learning and development opportunities via the IVC Evidensia Academy

Colleague Benefits

• Company pension scheme. IVC Evidensia will make a contribution as well
• Supporting a greener commute to work with a Cycle to Work scheme and Green Cars Scheme, subject to eligibility criteria
• Voluntary benefits: we give you the flexibility to choose from a range of voluntary benefits to suit you
• Access to discounts/cashback with hundreds of participating retailers
• Discounted treatment for your own pets at an IVC Evidensia practice

Up to £40,000 DOE