Client Care Lead
2 weeks ago 
104 views
Salary
Dependent on experience
Company
VetPartners
Contact
Claire Hayes, Practice Manager - [email protected] (Please apply directly - no agency submissions)
Warrington, Cheshire, United Kingdom
Beech House Veterinary Hospital – Warrington
Beech House Veterinary Hospital is looking for a Client Care Lead to join our growing team. This is a fantastic opportunity for someone passionate about customer service, leadership and working within a busy veterinary environment.
About Us
At Beech House, our philosophy is simple: we treat our patients as if they were our own and our clients as we would wish to be treated ourselves. We are proud to be an RCVS-accredited practice, open 7 days a week, with on-site overnight hospitalisation and a dedicated night team.
You’ll be joining us at an exciting time as we expand and refurbish our premises. Our friendly team currently includes 7 vets, 18 nursing colleagues and 9 receptionists/administrators, all committed to delivering outstanding care.
The Role
As Client Care Lead, you will take responsibility for the smooth and professional running of our front-of-house services. You will lead, coach and develop the Reception Team to deliver exceptional customer care while providing vital administrative support to our clinical teams.
This position follows a rota which includes alternate weekend shifts.
Key Responsibilities
- Lead, manage and motivate the front-of-house team, including receptionists and stock control personnel
- Drive continuous improvement in the Beech House client experience
- Handle and resolve client care issues and complaints effectively
- Recruit, train and support the development of Reception Team members
- Conduct appraisals and return-to-work interviews, with Practice Manager support
- Oversee reception rotas, holiday cover and sickness absence
- Support the reduction of client debt alongside the Senior Receptionist
- Oversee insurance claims, including pre-authorisations and direct claims
- Promote the Pet Health Plan and seasonal campaigns to clients
- Work with marketing teams to promote the practice locally
- Attend leadership meetings and contribute to service improvement through reporting
Actively working as part of the team duties will also include:
- Greeting clients warmly and professionally
- Managing phone and in-person enquiries, including triaging urgent calls
- Booking appointments to support smooth clinical workflows
- Registering clients, updating records and processing payments
- Supporting clients with insurance queries, vaccinations and parasite treatment advice
About You
We’re looking for someone who thrives in a fast-paced environment and leads by example.
Essential skills and experience:
- Previous administrative experience
- Experience leading or supervising a team
- Strong IT skills, including Microsoft Office and Outlook
- Excellent organisation, attention to detail and communication skills
- Calm, professional and confident under pressure
- Educated to GCSE level
Desirable:
- Proven experience delivering excellent customer service
- Experience within the veterinary industry
- Administration, IT, typing or line-management qualifications
Additional Information
You may occasionally be required to facilitate support to other branches to ensure adequate cover during unforeseen circumstances.
As proud members of the VetPartners family we offer:
- 30 days holiday per year (including Bank Holidays), with buy/sell options
- Workplace pension scheme
- Uniform and generous own pet discounts
- Life insurance (1 x annual salary)
- Enhanced maternity and paternity benefits
- Health Cash Plan - including cashback for dental, optical and physiotherapy costs
- Virtual GP and Employee Assistance Programme
- 1 paid volunteering day per year
- CPD allowance: 1 day and £250 per year (pro rata for part-time colleagues)
Join an Employer of the Year! VetPartners has been recognised for outstanding team culture and support.
If this sounds like the opportunity for you, we’d love to hear from you – apply today with your CV.
For more information/an informal chat please contact:
Claire Hayes, Practice Manager - [email protected]
Address: Wilderspool Causeway, Warrington, Cheshire, United Kingdom