Client Care Manager - Veterinary

We have a fantastic opportunity to join our team as a Client Care Manager.

• Represent support teams within the Operational Leadership Team (OLT) and across the wider Vet/Nurse teams ensuring integration and collaboration across all areas of the hospital, in the pursuit of service excellence.
• Manage and oversee performance measures including client/customer feedback, NPS, waiting times, insurance processing times, referral arrangement times, MPP, iRecall, bad debt, debt recovery, plus future systems that will be introduced within AMVS.
• As a member of the OLT, input into the wider AMVS business plan, owning performance, quality and growth within your area of responsibilities i.e. client & customer and supporting the wider team to deliver theirs.
• Interface with Linnaeus as required (customer care, finance, integration etc).
• Lead the Client Care Team creating a challenging and supportive culture, including harnessing strengths and skills, identifying development opportunities, performance and appraisal management.
• Lead change programmes effectively in a way that is inclusive, collaborative and involves the team in their working practices.
• Demonstrate teamwork and collaborative leadership.
• Be a leader that focuses on personal and technical self-development as a role model for continuous improvement in others.

• Lead all aspects of building a high performing workforce including talent attraction, training and development, retention, performance and culture in the pursuit of enhancing the service offer for colleagues, customers and clients.
• Create, review and manage an effective rota ensuring adequate staffing levels in all client care services including assessing demand and capacity.
• Create, review and update a client care manual including training matrix for the client care team.
• Identify opportunities for workforce efficiency through embracing technology, reducing duplication, adopting lean and efficient ways of working to maximise the productivity of the team.

• Manage and optimise processes that touch the customer/client - for example PMS, forms, inboxes, websites etc. to ensure they are simple and easy to use for colleagues, clients and customers.
• Collaborate and work effectively with the clinical teams identifying how the CCT can enhance the quality of the service to ensure high standards of care are provided to clients/customers and their pets. This includes identifying processes that could be undertaken by the CCT (and potential investment cases for resource) that releases capacity within the clinical teams - meaning clinicians do what they do best.
• Implement/integrate new projects/systems/ways of working to improve and aid the client journey - working collaboratively with local SLT and national Linnaeus project teams.
• Produce associated improvement plans for customer/client performance e.g call handling, referral response, refused referrals, client handling, communication, insurance/billing times, debt management, customer/client satisfaction. Put in place development interventions / performance improvement plans as appropriate.
• Manage, review, resolve and report upon client complaints effectively, ensuring a culture of feedback, learning and continuous improvement.
• Oversee credit control, sales ledger, including the management of debt and recovery processes.

• Input to the annual business/marketing strategy plans, advising how to maximise capacity in the consult rooms and waiting area.
• Ensure the CCT systems and processes can scale with growth.
• Investigate and implement technology solutions that increase efficiencies, reduce work, less paper and improve sustainability.

Please submit a CV and covering letter, detailing your experience and passion for this role.

Closing date for applications is 28th July 2026.

• 5 weeks holiday plus bank holidays and Birthday Leave
• Career progression opportunities
• Pet insurance premium reimbursement (cat and dog policies covered)
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• E-car salary sacrifice scheme
• Employer contribution pension scheme
• Wellness program including:
  • Employee…