Practice Manager

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.

• 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.
• 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.

• 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.
• 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.

• 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.

• 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.

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.