Head of Veterinary Client Care

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Your Future Career

As the Head of Client Care, you will be responsible for overseeing the day-to-day operations of the client care team, ensuring the smooth running of front-of-house services. You'll lead a team of client care representatives, managing their performance, training, and development to maintain the highest standards of customer service. Working closely with our clinical and administrative teams, you will streamline processes to enhance the overall client experience, from appointment scheduling to billing and communication.

Key Responsibilities:

* Lead, manage, and motivate the client care team, fostering a positive and collaborative working environment.

* Ensure every client interaction, whether in person, over the phone, or via email, is handled with professionalism, empathy, and efficiency.

* Develop and implement client care procedures to enhance client satisfaction and experience.

* Address and resolve any client concerns or complaints promptly and professionally.

* Monitor team performance through regular appraisals and provide ongoing training and development opportunities.

* Oversee administrative tasks related to client care, including scheduling, billing, and maintaining accurate client records.

Work with Excellent Facilities

Founded in 1964, Wheelhouse Veterinary Centre provides high-quality veterinary care across Buckinghamshire, with clinics in Chesham, Amersham, Chalfont St Giles, and Beaconsfield. Offering a wide array of services, including first opinion procedures, ophthalmology, and dermatology, the practice is equipped with state-of-the-art technology such as endoscopy, digital x-ray, and ultrasonography. This ensures we offer advanced medical care for pets, while maintaining a commitment to personalised, compassionate service in a welcoming environment.

Is This the Role for You?

We are seeking an individual with proven leadership experience, ideally within a veterinary or service-oriented environment. Strong communication and interpersonal skills are essential, enabling you to build lasting relationships with both clients and colleagues. You should be proactive, solutions-driven, and able to manage client concerns while continuously improving processes. Excellent organisational skills are a must.

Working Pattern

This is a full-time role, working 40 hours per week, including weekends and one half-day during the week.

Monday to Friday shifts will vary between 7:45am and 7:00pm.

There are 1 in 4 weekends at our Chesham surgery, with Saturday shifts from 8:30am to 6:00pm and Sunday shifts from 9:30am to 5:00pm. You will receive a day off in lieu the following week.

Because Our Employees Matter

In addition to a competitive salary, you will benefit from:

* 6.6Weeks annual leave

* Additional annual leave for your birthday which will be added to your holiday allowance

* Enhanced family-friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay

* Cycle to work scheme

* Initiatives focused on employee wellbeing

* Non-accidental injury support

* Learning and development opportunities via the IVC Evidensia Academy

* Pawsome Benefits - reward gateway giving discounts and cashback with 100's of retailers

* Pension scheme

* Discounted staff pet care

As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.

£0 - £0 a year

Up to £28,000 per annum (DOE)