At a Glance
- Tasks: Lead and manage Client Care teams, ensuring exceptional service and client satisfaction.
- Company: Join the UK's number one vet care provider, dedicated to healthier animals and happier owners.
- Benefits: Enjoy 6.6 weeks' annual leave, healthcare cash plan, and ongoing learning opportunities.
- Other info: Collaborative culture with clear career pathways and support for continuous improvement.
- Why this job: Make a real difference in animal care while developing your leadership skills.
- Qualifications: Experience in client-facing roles, strong communication, and a passion for animal care.
The predicted salary is between 30000 - 40000 £ per year.
Contract: Full-time, permanent
At inspiring vet care, our people are at the heart of everything we do. As the UK's number one vet care provider, we're trusted with the care of over 2 million animals, delivering our purpose of healthier animals and happier owners.
Location: Scarsdale, Alfreton
We are proud to offer outstanding care to pets and their owners in Alfreton and surrounding areas. As well as having a central hospital with a referral centre and a dedicated night team, we have several local practices such as Allestree and Langley Mill that are in the heart of their communities, offering first class care at a convenient location for pet owners.
How You’ll Make a Difference
As Head of Client Care – North Hub (Alfreton, Langley Mill, Park Farm, Oakwood, Shelton Lock), you will be an operational leader within the business, responsible for leading and managing the Client Care teams across the North Hub. You will ensure the delivery of an efficient, compassionate and high-quality client experience, acting as the principal point of escalation for client-related concerns and complaints. Working closely with the South Hub & Hospital Head Client Care Advisors, Practice Management and Clinical teams, you will drive continuous improvement in processes, workflows and customer service, whilst embedding a culture that reflects the values and growth objectives of the practice and the wider UK business.
Key Accountabilities
- Lead, manage and support the First Opinion Client Care teams at our North Hub, ensuring exceptional levels of service at all times.
- Oversee all client care processes, ensuring smooth and effective coordination between clients and clinical teams.
- Act as the escalated point of contact for client queries and complaints, resolving issues in a timely, professional and empathetic manner.
- Train, mentor, and develop Client Care Advisors through regular feedback, coaching and performance reviews.
- Monitor team performance, supporting continuous improvement and service excellence.
- Collaborate closely with the South Hub & Pride Park Head Client Care Advisors, Practice Management, Clinical Lead, and Practice Director to enhance client experience and operational efficiency.
- Take the lead in driving a strong customer service culture aligned with practice values and strategic objectives.
- Maintain a consistently professional, caring and empathetic approach across all client interactions.
- Track, analyse and report on key performance indicators (KPIs), using insights to identify areas for improvement.
This is a full-time, permanent role (40 hours per week) based within the North Hub.
You Might Be a Great Fit If …
- Proven line management experience within a client-facing environment (veterinary or healthcare experience desirable).
- Excellent interpersonal and communication skills, with the ability to build strong relationships with both clients and clinical teams.
- Strong organisational skills and the ability to prioritise, manage workflows and meet deadlines in a fast-paced setting.
- A confident and empathetic approach to problem-solving and complaint resolution.
- A genuine passion for animal care and delivering outstanding client service.
- A collaborative working style and commitment to continuous improvement.
How We’ll Support You
- A key client-facing role within a supportive and collaborative practice team.
- Clear career pathways with progression opportunities within client care and practice leadership roles.
- Ongoing learning and development supported by experienced colleagues and practice teams.
- A values-led culture focused on care, community, and continuous improvement.
What We Offer Our Team
- 6.6 weeks' annual leave.
- Additional annual leave for your birthday, which will be added to your holiday allowance.
- Increasing annual leave accrued through length of service.
- Enhanced family-friendly policies, including maternity/paternity/adoption/shared parental and surrogacy pay.
- Healthcare Cash Plan.
- Cycle to Work scheme.
- Learning and development opportunities via the inspiring vet care Academy.
- Pension scheme.
- Discounted staff pet care.
- Voluntary benefits: choose from a range of benefits to suit you.
- Access to discounts/cashback with hundreds of participating retailers.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Head Client Care Advisor employer: IVC Evidensia
At Inspiring Vet Care, we prioritise our people and their passion for animal care, making us an exceptional employer in the Alfreton area. Our supportive work culture fosters collaboration and continuous improvement, while offering clear career pathways and extensive benefits, including generous annual leave and professional development opportunities. Join us to make a meaningful impact on the lives of pets and their owners in a community-focused environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head Client Care Advisor
✨Tip Number 1
Network like a pro! Reach out to your connections in the veterinary or healthcare sectors. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially around client care. We want to see how you can embody our mission of healthier animals and happier owners during your chat with us.
✨Tip Number 3
Show off your skills! Bring examples of how you've led teams or improved client experiences in the past. We love hearing about your successes and how you can bring that magic to our North Hub.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our amazing team!
We think you need these skills to ace Head Client Care Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head Client Care Advisor role. Highlight your relevant experience in client-facing environments, especially in veterinary or healthcare settings, to show us you’re the right fit!
Showcase Your Passion:Let your love for animal care shine through in your application. We want to see your genuine enthusiasm for delivering outstanding client service, so share any experiences that reflect this passion.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and structure your thoughts logically, making it easy for us to see how you meet the key accountabilities of the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the hiring process!
How to prepare for a job interview at IVC Evidensia
✨Know Your Stuff
Before the interview, make sure you understand the role of Head Client Care Advisor inside out. Familiarise yourself with the key accountabilities and how they align with the company's mission of providing exceptional care to pets and their owners.
✨Showcase Your Leadership Skills
As a potential leader, be ready to discuss your previous management experiences. Prepare examples of how you've successfully led teams, resolved client complaints, and driven improvements in service delivery. This will demonstrate your capability to lead the Client Care teams effectively.
✨Emphasise Empathy and Communication
Given the nature of the role, it's crucial to highlight your interpersonal skills. Be prepared to share specific instances where you've built strong relationships with clients or handled difficult situations with empathy and professionalism.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and how success is measured in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
