Practice Ops Lead – Client Care & Admin

IVC; West Devon; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Excellent communication

Customer-facing experience

Multitasking

Collaborative

Proactive attitude

Tools

Dayforce

Job description

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.