Client Care Manager- Concierge

You’ll join a passionate, supportive team with big ambitions, backed by the strength of Linnaeus, in a role where your impact will be felt every single day. Ready to lead the future of client care? Come and help us create something extraordinary at Village Vet Hampstead.

You will lead a client care team across two very different but equally vital environments:

• The Terrace at Village Vet – Opening Early 2026
  • Our brand‑new, forward‑thinking site will redefine how clients experience veterinary care.
  • Deskless, phoneless, relationship‑led practice.
  • Focused on general practice and preventative healthcare.
  • Delivering vaccinations, surgery, dental care and CT imaging.
• Our Hospital – Across the Road
  • Our hospital will operate as an emergency and A&E‑style site, supporting urgent and critical cases.

Your role will be to:

• Create a culture of warmth, presence and genuine human connection.
• Build deep, lasting relationships with our clients and community.
• Encourage your team to sit with clients, listen, and truly get to know them.
• Champion empathy, kindness and exceptional personalised care.
• Lead this new site into an era of outstanding client experience.

This is about human‑to‑human care, supported by smart systems that enhance – never replace – connection.

As Client Care Manager – Concierge, you will be a key member of the Senior Leadership Team, with real autonomy to shape this role and how client care is delivered. Your responsibilities will include:

• Line management of the client care team across both sites.
• Being an active senior leader, contributing to strategic direction.
• Recruitment, inductions, training and ongoing development.
• Regular 1:1s and twice‑yearly performance & development reviews.
• Creating rotas and ensuring effective cover.
• Leading on complaint handling with empathy and professionalism.
• Overseeing insurance processing and debt recovery.
• Gathering and acting on client feedback to continually improve our service.
• Tracking KPIs and delivering objectives set by the Practice Manager & Clinical Director.
• Strengthening communication between client care and clinical teams to improve relationships and efficiency.
• Training and supporting the team in urgent case triage at the hospital site.
• Driving continuous improvement in ways of working.

You’ll also have opportunities to:

• Lead or contribute to large‑scale projects across Village Vet and Linnaeus.
• Build strong networks with other Client Care Managers across the group.
• Co‑design how this role evolves – with genuine autonomy in how your day runs.

About You – Non‑Negotiables

We are looking for someone who doesn’t just manage teams – but inspires people. You must be:

• Exceptionally organised.
• An experienced line manager.
• From a previous customer‑facing management background.
• Proactive, driven and solutions‑focused.
• Warm, friendly and emotionally intelligent.
• Confident handling conflict and complaints.
• Comfortable challenging and improving ways of working.
• Adaptable and forward‑thinking.
• A strong communicator who builds trust and morale.
• Someone who absolutely loves people.

What We Offer

• Competitive salary up to £41,200 DOE.
• 5 weeks’ holiday plus bank holidays and birthday leave.
• Employer pension contribution.
• Career development and progression opportunities.
• Staff pet care discounts.
• Enhanced sickness and family leave.
• Life assurance.
• Wellness programme & Employee Assistance Programme.
• Cycle to work & eyecare schemes.
• Annual flu jab.
• Recruitment referral rewards.

Why Village Vet Hampstead?

We believe:

• Our community comes first.
• Empathy is as important as expertise.
• Leadership should empower.
• Innovation should always serve people.
• Work should feel meaningful.

You’ll join a passionate, supportive team with big ambitions – backed by the strength of Linnaeus and Mars – in a role where your impact will be felt every single day.

Roles and Responsibilities

• Overseeing the reception team.
• Line management of the CCAs.
• Responsibility of the debt and Insurance.
• Demonstrate positive leadership.
• Lead by example, motivate and boost employee morale.
• Define, develop, implement, and communicate our client service standards, policies, and procedures to ensure optimum service is given at all times.
• Promote an excellent image of our practice, with high personal appearance and good communication with the public and colleagues.

Required Experience

• Experience in motivating, managing and developing a team or in a client care environment.
• Previous veterinary experience desired but not essential.
• Previous customer facing experience (3 years minimum).
• Strong administration and organisation skill.
• GCSE Math C grade or above (or equivalent).

Skills & Abilities

• Good communication and organisation skills.
• Commitment to delivering outstanding customer care.
• Polite and courteous.
• Enthusiastic about animal care and pets of all shapes and sizes!
• Patient and diplomatic.
• Team player.

Benefits

• 5 weeks holiday plus bank holidays and Birthday Leave.
• Career progression opportunities.
• Staff discount schemes.
• Life Assurance.
• Enhanced sickness pay.
• Enhanced equal family leave.
• E-car salary sacrifice scheme.
• Employer contribution pension scheme.
• Wellness program including: Employee assistance program.
• Eyecare voucher scheme.
• Free annual Flu jab.
• Cycle to work scheme.
• Recruitment referral reward scheme.

We are a well‑established, RCVS accredited, small animal primary care practice that covers the locations of London, Hertfordshire, and Cambridgeshire. Alongside all our primary care services we also have a 24‑hour continuous care hospital made up of our highly certified specialists and general practice staff to ensure the highest form of veterinary care for the benefits of pets and clients alike.