Practice Manager - Blackheath in London

We are rebuilding the veterinary experience from the ground up, making access to care seamless, joyful, and genuinely personal for every pet and their owner. With beautifully designed clinics and purpose-built technology, we are transforming how veterinary care is accessed and delivered. Our clinics combine modern design with first-class clinical care, creating spaces that vet teams, clients, and pets genuinely want to be in. Our purpose is simple: healthier, happier pets and vets. We believe in a model that benefits everyone: our clinical teams, our members, our local communities, and our investors. That means competitive compensation, sensible caseloads, genuine career development, and a culture where people feel supported to do their best work. We are building the vet group of the future. If you share our passion for doing things differently, we would love to hear from you.

Role Overview

We are looking for a commercially minded and operationally strong Practice Manager to work alongside our clinical leadership team. In this pivotal role, you will take full ownership of the non-clinical management of the practice, driving operational efficiency, financial performance, and team development. You will be the backbone of the clinic, ensuring that while our vets and nurses care for our patients, the business runs seamlessly. You will manage the Practice Hosts and Clinic Support Assistant and work closely with the Clinical Director and Head Nurse.

Key Responsibilities

• Leadership and People Management
  • Lead, motivate, and support both clinical and non-clinical team members, ensuring everyone feels valued, heard, and has a clear development path.
  • Manage team conflict fairly and promptly, creating a culture where issues are surfaced early and resolved constructively.
  • Support underperforming team members with structured plans, clear expectations, and regular follow-up, escalating where appropriate.
  • Work with the People Team on recruitment, onboarding, and induction of clinical and non-clinical staff, partnering with the Clinical Director.
  • Conduct regular 1:1s and performance development reviews; manage attendance and sickness absence in line with company policy.
  • Foster a positive, inclusive workplace culture that reflects the values of Creature Comforts.
  • Identify training needs and coordinate ongoing development opportunities across the team.
• Operational and Clinic Management
  • Oversee the day-to-day running of the practice, keeping workflows efficient and the clinic operating smoothly.
  • Design and manage staff rotas to maximise clinical capacity while protecting team wellbeing.
  • Act as the primary point of contact for complex operational issues, finding practical and lasting solutions.
  • Introduce and maintain systems and processes that improve operational efficiency and reduce risk across the clinic.
  • Manage competing priorities calmly and effectively, maintaining high standards across all areas simultaneously.
  • Act as the conduit between Central Office and the clinic for all brand and marketing initiatives, including maintaining brand standards, rolling out marketing campaigns with the team, supporting team participation in internal and external events and local initiatives, and relaying clinic feedback to the Marketing team so we can continually learn and improve.
• Commercial Awareness and Financial Management
  • Read and understand the KPIs and clinic P&L, using financial data to identify trends, risks, and opportunities for improvement.
  • Monitor clinic revenue and control operating expenses to maintain financial health and manage debt control.
  • Respond proactively to underperformance: if revenue or client numbers decline, identify the causes and put an action plan in place alongside your clinic leadership team.
  • Collaborate with the Creature Comforts finance department and leadership team to understand financial reporting and ensure its accuracy and timeliness.
  • Support the clinical team to achieve performance targets without compromising on care, balancing commercial goals with the quality of the patient and client experience.
  • Champion the Creature Comforts membership model: drive uptake, ensure the team can confidently explain and promote it, and support client acquisition and retention.
  • Support local community engagement and marketing initiatives to drive membership growth and clinic profile.
• Client Experience
  • Set and uphold exceptional client service standards across the whole practice.
  • Handle client complaints professionally and with empathy, resolving issues swiftly, communicating clearly, and using feedback as a tool for improvement.
  • Support the team in maintaining excellent service standards during busy periods and in difficult or sensitive situations.
  • Monitor client satisfaction data and NPS, using insights to drive continuous improvement in the client experience.
  • Step into Virtual Care Team (VCA) shifts as required, supporting members remotely across chat, email, and phone.
• Compliance, Health & Safety, and Governance
  • Act as the Health & Safety lead for the clinic, maintaining the highest standards of safety, cleanliness, and regulatory compliance.
  • Ensure risk assessments are in place, kept current, and understood across the team; implement and audit protocols to protect staff, clients, and patients.
  • Manage staff health disclosures professionally and sensitively, implementing reasonable adjustments and upholding duty of care in line with the Equality Act 2010.
  • Ensure the practice remains compliant with RCVS standards and all relevant regulations.
  • Maintain accurate records in line with GDPR and company policy.

Candidate Requirements

Experience

• Essential
  • A proven track record in operational management, ideally in a veterinary, healthcare or dental practice.
  • Experience of financial management, including P&L, budgeting and payroll.
  • HR experience, including performance management, conflict resolution and employee relations.
• Desirable
  • Experience in a multi-site or growing business.
  • Knowledge of the veterinary sector.

Qualifications

• Essential
  • Educated to A-level or equivalent.
  • GCSE grade 4 (C) or above in Maths and English.
• Desirable
  • A business, management or HR qualification.

Knowledge

• Essential
  • Employment law and HR best practice.
  • Financial literacy, including reading a P&L.
  • Health & Safety responsibilities and reasonable adjustments.
  • Practice management software and general IT tools.

Skills and abilities

• Essential
  • Excellent interpersonal and communication skills.
  • Confident handling complaints.
  • Strong organisational skills and attention to detail.
  • Able to prioritise well under pressure.
  • A confident decision-maker.
• Desirable
  • Experience with local marketing or community engagement.

Personal qualities

• An inspiring, approachable leader.
• Resilient and calm under pressure.
• A strong sense of ownership.
• Entrepreneurial and proactive.
• High standards of professionalism and integrity.
• Shares Creature Comforts' values and mission.

What We Offer

• 210 hours' annual leave plus bank holidays, and your birthday off after one year's service.
• Salary sacrifice pension scheme (5% employee, 3% employer contribution).
• Access to our healthcare incentive after one year of employment.
• Genuine career progression as we grow across London and beyond.
• A supportive, inclusive culture where your development is taken seriously.
• Regular team and company social events.
• Upon successful completion of your probationary period, you may become eligible to participate in the Creature Comforts share options scheme, subject to the scheme rules and eligibility criteria in place at the time.
• The opportunity to be part of something genuinely different in veterinary care.
• Employee Assistance Programme and Mental Health First Aiders.
• Free snacks and lunch in clinic.
• Monthly peer recognition schemes.
• Celebrating clinic milestones.

Equal Opportunities

At Creature Comforts, we believe the best teams are built from diverse perspectives, backgrounds, and experiences. We are committed to creating an environment where everyone feels genuinely welcome, respected, and able to do their best work, and we actively encourage applications from candidates of all backgrounds. We do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.