Client Care & Administration Manager

We are seeking a proactive and experienced Client Care and Administration Manager to join our dynamic team. This is a crucial role in ensuring the smooth and efficient operation of the hospital, providing leadership and support to the client care and administrative teams. You will play a key role in developing and improving team functions, enhancing the client experience, and supporting the clinical team in delivering outstanding care.

Become a Leader

In this role, you will directly manage the client care and admin teams. You will be responsible for driving efficiency, ensuring high standards are maintained, and continuously looking for ways to improve processes that benefit both the team and the hospital. Additionally, you will focus on the professional development of your team, ensuring that everyone is equipped with the skills and knowledge to excel in their roles.

Key Responsibilities:

• Lead, support, and manage all Client Care and Admin staff, including handling HR-related matters such as rotas, performance reviews, appraisals, and training.
• Provide comprehensive onboarding and initial training for new team members and identify ongoing development opportunities to maintain high skill levels.
• Monitor team performance to ensure smooth and effective service delivery.
• Continuously review processes to identify improvements that enhance hospital efficiency and the client experience.
• Act as the first point of contact for client complaints, working with the Relationship Manager to investigate, respond, and resolve issues in a timely and professional manner.
• Work closely with clinical teams to ensure effective communication between front-of-house and the hospital's clinical services, helping to manage diaries and procedures.

What We're Looking For

We are seeking a candidate with proven experience in a leadership role within client care, administration, or a similar environment. The ideal candidate will have strong organisational skills and the ability to manage multiple tasks and priorities efficiently. Excellent communication and interpersonal skills, paired with a client-first approach, are essential. You should have experience in complaint handling and problem resolution, along with a proactive, solutions-oriented mindset focused on continuous improvement. Competence in using relevant software, such as Easyvet, is a plus.

Working Hours

This full-time role consists of 40 hours per week, over 5 days. The hours will be worked within the practice opening hours which are 7.30am - 8pm Monday to Friday.

Because Our Employees Matter

We recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do.

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

• Work Life Balance: 6.6 weeks annual leave plus additional time off for your birthday.
• Wellbeing: Private medical insurance, 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.
• Development: Learning and development opportunities via the IVC Evidensia Academy, infection prevention and control programme, quality improvement programme.
• Additional Pawsome Benefits: reward gateway giving discounts and cashback with hundreds 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.

Any questions before applying? Speak to Amy from our recruitment team who would be happy to help you with any questions you have before applying for this role.