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, enhanced family policies, and a supportive work culture.
- Other info: Clear career pathways and ongoing learning opportunities await you.
- Why this job: Make a real difference in animal care while developing your leadership skills.
- Qualifications: Proven management experience in a client-facing role, with strong communication skills.
The predicted salary is between 29931 - 29931 £ per year.
Location: Scarsdale, Alfreton
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. We are proud to offer outstanding care to pets and their owners in Alfreton and surrounding areas.
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’re committed to supporting our people through career development opportunities, wellbeing initiatives and access to world‑class learning resources. Whether you’re just starting out or looking to take the next step in your career, inspiring vet care offers the support, opportunity and community to help you grow.
Salary: Up to £29,931.2 per annum.
Head Client Care Advisor employer: Ivc
At inspiring vet care, we prioritise our people and their development, making us an exceptional employer in the heart of Alfreton. With a strong focus on a values-led culture, we offer clear career pathways, ongoing learning opportunities, and generous benefits including enhanced family-friendly policies and a supportive work environment. Join us to make a meaningful impact in the lives of pets and their owners while enjoying a fulfilling career in veterinary care.
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 and healthcare sectors. Attend local events or join online groups where you can meet people who might know about job openings. Remember, sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially how they align with client care. Think about how your experience can contribute to their mission of delivering outstanding care. Practise common interview questions and have your own ready to show your interest.
✨Tip Number 3
Showcase your passion for animal care! During interviews, share specific examples of how you've gone above and beyond for clients or animals in your previous roles. This will help you stand out as someone who truly cares about the work.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get that application in and let’s make a difference together!
We think you need these skills to ace Head Client Care Advisor
Some tips for your application 🫡
Show Your Passion for Animal Care:When writing your application, let your love for animals shine through! Share any relevant experiences that highlight your commitment to animal welfare and client service. We want to see how you connect with our mission of healthier animals and happier owners.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Head Client Care Advisor role. Highlight your line management experience and how it aligns with leading our Client Care teams. We appreciate when candidates take the time to show they understand what we’re all about!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, especially those related to client care and problem-solving. We value effective communication, so make sure your application reflects that!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Ivc
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, mission, and recent achievements. Understanding their commitment to animal care and community will help you align your answers with what they stand for.
✨Showcase Your Leadership Skills
As a Head Client Care Advisor, you'll need to demonstrate your line management experience. Prepare specific examples of how you've led teams, resolved conflicts, and improved client service in previous roles. This will show them you're ready to take charge.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and complaint resolution skills. Think of real-life scenarios where you successfully handled client concerns or improved processes, and be ready to discuss these in detail.
✨Emphasise Your Passion for Animal Care
Make sure to convey your genuine passion for animal welfare and client service during the interview. Share personal stories or experiences that highlight your commitment to providing outstanding care, as this aligns perfectly with their mission.
