Practice Operations Lead – Client Care & Admin

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

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.